Hubungan kualitas pelayanan keperawatan dengan tingkat kepuasan pasien rawat inap
DOI: https://doi.org/10.56922/quilt.v6i8.3937
Inpatients Nursing Service Quality Satisfaction Level
Abstract
Background: Nursing services are an essential component of healthcare services that influence patient satisfaction. Service quality includes communication, responsiveness, accuracy of treatment, and nurses’ empathetic attitudes. Patient satisfaction serves as an indicator of healthcare service quality because it reflects the congruence between patients’ expectations and the services received.
Purpose: To determine the relationship between the quality of nursing services and the level of satisfaction among inpatients.
Method: This study employed an analytic observational design with a cross-sectional approach. The sample was selected using a purposive sampling technique involving 60 patients from four inpatient. The research instruments consisted of a nursing service quality questionnaire and an inpatient satisfaction questionnaire. Data were analyzed using the Spearm.
Results: Most inpatients perceived the quality of nursing services to be in the high category, with 51 respondents (85%). In addition, the majority of patients were satisfied with the healthcare services received, totaling 46 respondents (76.7%). The results of the Spearman Rank test showed a p-value of 0.000 < 0.05 with a correlation coefficient of 0.588.
Conclusion: There was a significant relationship between the quality of nursing services and the level of inpatient satisfaction, with a moderate strength of correlation.
Keywords: Inpatients; Nursing Service Quality; Satisfaction Level.
Downloads
References
Alfatafta, M., Alsubahi, N., Alfatafta, H., Alshawabka, A., Mcgarry, A., & Ahmad, A. (2025). Assessing Service Quality and Its Impact on Patient Experience and Satisfaction in Prosthetics and Orthotics : a SERVQUAL- Based Cross-sectional Study. BMC Health Services Research, 25(985).
Ampu, M. N., & Fitriyaningsih. (2020). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Tingkat Kepuasan Pasien Pengguna BPJS di Desa Suanae (Puskesmas Eban) Tahun 2020. Intelektiva: Jurnal Ekonomi, Sosial & Humaniora, 02(05), 167–174.
Aninda, C. E. (2023). Hubungan Antara Mutu Pelayanan Keperawatan Rumah Sakit Terhadap Kepuasan Pasien Rawat Inap Berdasarkan Dimensi Servqual : Literature Review. Jurnal Kesehatan Tambusai, 4(4), 5490–5503.
Azharuddin, Sasmita, N. R., Idroes, G. M., Andid, R., Raihan, Fadlilah, T., Earlia, N., Ridwan, T., Maya, I., Farnida, & Idroes, R. (2023). Patient Satisfaction And Its Socio-Demographic Correlates In Zainoel Abidin Hospital, Indonesia: A Cross-Sectional Study. Unnes Journal of Public Health, 12(2).
Bernadette, K. (2024). Pengaruh Kualitas Pelayanan Dan Komunikasi Dokter-Pasien Terhadap Kepuasan Pasien Rawat Inap RSUD K.R.M.T Wongsonegoro. Jurnal MAnajemen Bisnis Dan Kewirausahaan, 9(1), 1–12.
Dewi, W. P., Peristiowati, Y., Nurwijayanti, Wardani, R., & Indasah. (2022). Determinants of Satisfaction of Inpatients in Hospitals. Journal for Quality in Public Health, 5(2), 444–452.
Hapsari, K., Health, P., Diponegoro, U., & Java, C. (2023). Inpatient satisfaction with hospital services in Indonesia : A systematic review. Interdisciplinary Social Studies, 3(1), 10–22.
Harefa, A. S. (2025). Kualitas Pelayanan Dan Kepuasan Pasien: Tinjauan Literatur Tentang Hubungannya Dalam Pelayanan Kesehatan. Jurnal Penelitian Keperawatan Kontemporer, 1–17.
Kwame, A., & Petrucka, P. M. (2021). A Literature-based Study of Patient-Centered Care and Communication in Nurse-patient Interactions : Barriers , Facilitators , and The Way Forward. BMC Nursing, 20(158), 1–10.
Mamboh, P., Rampengan, S. H., Sam, A., & Bolang, L. (2025). Faktor-faktor yang Berhubungan dengan Tingkat Kepuasan Pasien Rawat Inap di RSIA Kirana Manado. Intisari Sains Medis, 16(2), 603–608.
Mutakin, I. A., Basri, B., & Makiyah, A. (2025). Hubungan Komunikasi Terapeutik Perawat dengan Tingkat Kepuasan Pasien di Ruang Rawat Inap Rumah Sakit. Journal of Nursing Practice and Education, 6(01), 52–59.
Pangaribuan, N. Y., Vanessa, & Anurantha, J. J. (2025). The Influence of Service Quality (Servqual) on the Satisfaction of BPJS Patients in Indonesian Healthcare Facilities : A Systematic Review. JRSSEM, 05(05), 5285–5293.
Rosnaini, Ansar, & Kurniawaty. (2024). The Effect Of Nursing Care Service Quality And Facilities On Patient Loyalty Through Inpatient Satisfaction At UPT RSUD Arifin Nu’mang. Point of View Research Economic Development, 5(2).
Sari, N. I., Hartati, Y., Utari, S., & Nurdin, N. (2025). Analisis Faktor Yang Berhubungan Dengan Kepuasan Pasien Rawat Jalan. Jurnal Kesehatan Qamarul Huda, 13(2), 40–52.
Setianingsih, A., & Susanti, A. S. (2021). Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Rumah Sakit “S.” Jurnal Menara Medika, 4(1), 22–27.
Solihin, S. (2023). Hubungan Kualitas Pelayanan Keperawatan terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Ali Sibroh Malisi Tahun 2023. Journal of Management Nursing, 1, 393–398.
Wardiah, R. (2021). Hubungan Mutu Pelayanan Kesehatan Dengan Tingkat Kepuasan Pasien Rawat Inap di RSUD Dr. Rasidin Padang. Jurnal Human Care, 6(1), 225–231.
Yusefi, A. R., Sarvestani, S. R., Kavosi, Z., Bahmaei, J., & Mehrizi, M. M. (2022). Patients ’ Perceptions of The Quality of Nursing Services. BMC Nursing, 21(131), 1–11.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Yuanita Teoh Indriati, Noor Ariyani Rokhmah, Rosiana Nur Imallah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
