KUALITAS PELAYANAN RUMAH SAKIT DAN KEPUASAN PASIEN: TINJAUAN LITERATUR BERBASIS SERVQUAL
DOI:
https://doi.org/10.58268/eb.v5i2.327Kata Kunci:
kualitas pelayanan, KEPUASAN PASIEN, SERVQUAL, PENGALAMAN PASIEN, mutu pelayanan Kesehatan, Hospital Service Quality; Patient Satisfaction; SERVQUAL; Patient Experience; Healthcare QualityAbstrak
Kualitas pelayanan rumah sakit merupakan determinan strategis kepuasan pasien, kepercayaan, dan keberlanjutan penggunaan layanan. Artikel ini meninjau bukti mutakhir mengenai kualitas pelayanan rumah sakit dengan menggunakan kerangka SERVQUAL serta perspektif mutu pelayanan yang berpusat pada pasien. Tinjauan literatur terstruktur dilakukan dengan mengidentifikasi penelitian terpublikasi dan kerangka mutu dari sumber ilmiah yang relevan, terutama periode 2016–2026, dengan mempertahankan literatur klasik SERVQUAL dan penilaian mutu sebagai landasan teoretis. Sintesis menunjukkan bahwa reliability, responsiveness, assurance, empathy, dan tangibles tetap bermanfaat untuk menilai persepsi pasien, tetapi pengalaman pasien juga dipengaruhi oleh komunikasi, waktu tunggu, ketersediaan tenaga, faktor organisasi, koordinasi pelayanan, dan lingkungan layanan. Penelitian di Indonesia pada umumnya menunjukkan hubungan positif antara kualitas pelayanan yang lebih baik dan kepuasan pasien, sedangkan systematic review internasional menunjukkan masih adanya kesenjangan antara harapan dan persepsi pasien pada sejumlah konteks pelayanan. Implikasinya, rumah sakit perlu menggabungkan pengukuran berbasis SERVQUAL dengan indikator pengalaman pasien, data proses pelayanan, serta tindakan perbaikan mutu berkelanjutan. Pengelolaan kualitas pelayanan perlu ditempatkan sebagai bagian dari pengambilan keputusan klinis, operasional, dan manajerial, bukan sekadar survei kepuasan berkala.
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Hak Cipta (c) 2026 Ni Putu Novita Pradnyani, Putri Giani Purnamasari, Ivana Yolanda, Kevin Gunawan, Melvyanti Nur Fauziah, Acep Rohendi
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