Pengaruh costumer perceived value terhadap kepuasan pasien pada instalasi rawat inap
DOI: https://doi.org/10.56922/quilt.v6i3.2582
Customer Perceived Value Kepuasan Pasien Rumah Sakit
Abstract
Background: Health is a basic need for every individual, making quality healthcare services crucial. Hospitals, as healthcare providers, are required to deliver services that meet patient expectations. Patient satisfaction is one indicator of hospital service quality and is influenced by customer perceived value, which encompasses patients' assessment of the benefits of the service compared to the costs.
Purpose: To determine the influence of Customer Perceived Value based on the dimensions of professionalism, emotional value, and social value on patient satisfaction in the Class III Inpatient Installation.
Method: This study used an analytical survey method with a cross-sectional approach. The sampling technique used was proportional sampling, with a sample size of 79 respondents.
Results: The study showed that there was a significant relationship between the dimensions of professionalism and patient satisfaction (p value = 0.000; p < 0.05), emotional value and patient satisfaction (p value = 0.000; p < 0.05), and social value and patient satisfaction (p value = 0.000; p < 0.05).
Conclusion: Customer Perceived Value, which encompasses the dimensions of professionalism, emotional value, and social value, significantly influences patient satisfaction.
Keywords: Customer Perceived Value; Hospital; Patient Satisfaction.
Pendahuluan: Kesehatan merupakan kebutuhan dasar setiap individu sehingga pelayanan kesehatan yang berkualitas menjadi hal yang sangat penting. Rumah sakit sebagai penyedia layanan kesehatan dituntut untuk mampu memberikan pelayanan sesuai harapan pasien. Kepuasan pasien menjadi salah satu indikator kualitas pelayanan rumah sakit dan dipengaruhi oleh customer perceived value yang mencakup penilaian pasien terhadap manfaat layanan dibandingkan dengan biaya yang dikeluarkan.
Tujuan: Mengetahui pengaruh Customer Perceived Value berdasarkan dimensi profesionalism, emotional value, dan social value terhadap kepuasan pasien pada Instalasi Rawat Inap Kelas III.
Metode: Penelitian ini menggunakan metode survei analitik dengan pendekatan cross-sectional. Teknik pengambilan sampel dilakukan secara proporsional sampling dengan jumlah sampel sebanyak 79 responden.
Hasil: Terdapat hubungan yang signifikan antara dimensi profesionalism dengan kepuasan pasien (p value = 0.000; p < 0.05), emotional value dengan kepuasan pasien (p value = 0.000; p < 0.05), serta social value dengan kepuasan pasien (p value = 0.000; p < 0.05).
Simpulan: Customer Perceived Value yang meliputi dimensi profesionalism, emotional value, dan social value berpengaruh signifikan terhadap kepuasan pasien.
Kata Kunci: Customer Perceived Value; Kepuasan Pasien; Rumah Sakit.
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