MUTU PELAYANAN SEBAGAI MEDIATOR ANTARA PELAYANAN PRIMA, KESELAMATAN PASIEN, DAN KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT MITRA KELUARGA KENJERAN)
Abstract
Kepuasan pasien rawat inap merupakan indikator penting dalam menilai keberhasilan pelayanan rumah sakit, terutama karena pasien mengalami interaksi langsung dan berkelanjutan dengan tenaga kesehatan selama masa perawatan. Penelitian ini bertujuan untuk memperoleh bukti empiris mengenai pengaruh Pelayanan Prima dan Sasaran Keselamatan Pasien terhadap Kepuasan Pasien Rawat Inap di Ruang Bougenvile Rumah Sakit Mitra Keluarga Kenjeran, serta menganalisis peran Mutu Pelayanan sebagai variabel mediasi. Penelitian ini menggunakan pendekatan kuantitatif dengan metode Structural Equation Modeling-Partial Least Squares atau SEM-PLS. Data diperoleh melalui kuesioner yang dibagikan kepada 280 pasien rawat inap. Hasil penelitian menunjukkan bahwa Pelayanan Prima dan Sasaran Keselamatan Pasien berpengaruh positif dan signifikan terhadap Mutu Pelayanan dan Kepuasan Pasien. Mutu Pelayanan juga berpengaruh positif dan signifikan terhadap Kepuasan Pasien, serta terbukti memediasi pengaruh Pelayanan Prima dan Sasaran Keselamatan Pasien terhadap Kepuasan Pasien. Kontribusi utama penelitian ini adalah menunjukkan bahwa peningkatan kepuasan pasien tidak hanya ditentukan oleh pelayanan prima dan kepatuhan keselamatan pasien secara langsung, tetapi juga melalui mutu pelayanan yang dirasakan pasien selama menjalani perawatan. Implikasi praktis dari penelitian ini adalah manajemen rumah sakit perlu mengintegrasikan pelatihan pelayanan prima, kepatuhan terhadap Sasaran Keselamatan Pasien, dan evaluasi mutu pelayanan secara berkelanjutan untuk meningkatkan kepuasan pasien rawat inap.
Keywords:
Pelayanan Prima, Sasaran Keselamatan Pasien, Mutu Pelayanan, Kepuasan Pasien, Rawat Inap.
References
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Organization, W.H. 2025. Global patient safety report 2024, World Health Organization eBooks. World Health Organization. doi:10.2471/b09204.
Parasuraman, A., Zeithaml, V.A. dan Berry, L.L. 1988. “SERVQUAL: A multiple- item scale for measuring consumer perceptions of service quality.,” Journal of Retailing, 64(1), p. 12. Available at: http://ci.nii.ac.jp/naid/10011053911(Accessed: October 2025).
Parasuraman, A., Zeithaml, V.A. dan Malhotra, A. (2005) “E-S-QUAL: A multiple- item scale for assessing electronic service quality.” doi:10.17615/1mdx-dp60.
Rahmatia, S. at al. 2025. “Service quality in hospital inpatient care: SERVQUAL model approach,” Health SA Gesondheid, 30, p. 3055. doi:10.4102/hsag.v30i0.3055. Rehaman, B. dan Husnain, M. 2018. “The Impact of Service Quality Dimensions on Patient Satisfaction in the Private Healthcare Industry in Pakistan,” Journal of Hospital & Medical Management, 4(1). doi:10.4172/24719781.100044.
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Roder‐DeWan, S. at al. 2019. “Expectations of healthcare quality: A cross-sectional study of internet users in 12 low- and middle-income countries,” PLoS Medicine, 16(8). doi:10.1371/journal.pmed.1002879.
Rosenbaum, K.E.F. at al. 2024. “Hospital Performance on Hospital Consumer Assessment of
Healthcare Providers and System Ratings,” Medical Care, 62(5), p. 288.doi:10.1097/mlr.0000000000001966.
Rosis, S.D. 2023. “Performance measurement and user‐centeredness in the healthcare sector: Opening the black box adapting the framework of Donabedian,” The International
Journal of Health Planning and Management, 39(4), p. 1172. doi:10.1002/hpm.3732.
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Thompson, G.A. at al. 2022. “Cultural Differences in Patients’ Preferences for Paternalism: Comparing Mexican and American Patients’ Preferences for and Experiences with Physician Paternalism and Patient Autonomy,” International Journal of Environmental Research and Public Health, 19(17), p. 10663. doi:10.3390/ijerph191710663.
Vuk, T. 2012. “Quality indicators: a tool for quality monitoring and improvement,” ISBT Science Series, 7(1), p. 24. doi:10.1111/j.1751- 2824.2012.01584.x.
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Yarmak, V. dan Rollnik‐Sadowska, E. 2022. “Evaluation of the healthcare service quality — implementation of SERVQUAL method,” Marketing i Rynek, 2022(10), p. 19. doi:10.33226/1231-7853.2022.10.2.
Zhelev, Z. at al. 2025. “The implementation of Safety Management Systems in healthcare: a systematic review and international comparison,” Health and Social Care Delivery Research. NIHR Journals Library, p. 1. doi:10.3310/qplf8546.
Akbar, F.H., Rivai, F. dan Awang, A.H. 2020. “The differences of patient satisfaction level in public and private hospitals in Makassar, Indonesia,” Enfermería Clínica, 30, p. 165. doi:10.1016/j.enfcli.2020.06.038.
Akthar, N., Nayak, S. dan P, Y.P. 2023. “Determinants of patient satisfaction in Asia: Evidence from systematic review of literature,” Clinical Epidemiology and Global Health, 23, p. 101393. doi:10.1016/j.cegh.2023.101393.
Alabdullah, H. dan Karwowski, W. 2024. “Patient Safety Culture in Hospital Settings Across Continents: A Systematic Review,” Applied Sciences. Multidisciplinary Digital Publishing Institute, p. 8496. doi:10.3390/app14188496.
Begum, F. at al. 2022. “Patient satisfaction level and its determinants after admission in public and private tertiary care hospitals in Bangladesh,” Frontiers in Health Services, 2, p. 952221. doi:10.3389/frhs.2022.952221.
Bentum‐Micah, G. at al. 2020. “Perceived Service Quality, a Key to Improved Patient Satisfaction and Loyalty in Healthcare Delivery: The Servqual Dimension Approach,” Journal of Health and Medical Sciences, 3(2). doi:10.31014/aior.1994.03.02.114.
Bouzid, M., Cumming, O. dan Hunter, P. 2018. “What is the impact of water sanitation and hygiene in healthcare facilities on care seeking behaviour and patient satisfaction? A systematic review of the evidence from low-income and middle- income countries,” BMJ Global Health. BMJ. doi:10.1136/bmjgh2017-000648.
Chen, C.-C. at al. 2024. “The Delivery Model of Perceived Medical Service Quality Based on Donabedian’s Framework,” Journal for Healthcare Quality [Preprint]. doi:10.1097/jhq.0000000000000420.
Crow, R. at al. 2002. “The measurement of satisfaction with healthcare: implications for practice from a systematic review of the literature,” Health Technology Assessment. NIHR Journals Library. doi:10.3310/hta6320.
Dachyar, M., Farizal, F. dan Ti, A. 2018. “Improvement Priorities: Public Hospital Service Quality,” MATEC Web of Conferences, 248, p. 3007. doi:10.1051/matecconf/201824803007.
Desthiani, U. dan Ernawati, E. 2020. “PERAN PELAYANAN PRIMA KASIR TERHADAP KEPUASAN PELANGGAN PADA PT AEON INDONESIA TANGERANG,” Jurnal Sekretari Universitas Pamulang, 7(1), p.12. doi:10.32493/skr.v7i1.4555
Dewi, N.K.A.A., Yanti, N.P.E.D. dan Saputra, K. 2020. “The Differences of Inpatients’ Satisfaction Level based on Socio-Demographic Characteristics,” Jurnal NERS, 15(2), p. 148. doi:10.20473/jn.v15i2.20610.
Fatihah, W.L. at al. 2022. “Patient Experience of Inpatient Care and Services Received at a Teaching Hospital in Malaysia: A Cross-Sectional Study,” Makara Journal of Health Research, 26(2). doi:10.7454/msk.v26i2.1337.
Ferreira, D.C. at al. 2023. “Patient Satisfaction with Healthcare Services and the Techniques Used for its Assessment: A Systematic Literature Review and a
Bibliometric Analysis,” Healthcare. Multidisciplinary Digital Publishing Institute, p. 639. doi:10.3390/healthcare11050639.
Firmansyah, D. dan Dede, D. 2022. “Teknik pengambilan sampel umum dalam metodologi penelitian: Literature review,” Jurnal Ilmiah Pendidikan Holistik (JIPH), 1(2), p. 85. doi:10.55927/jiph.v1i2.937.
Gani, M.S., Arso, S.P. dan Dwiantoro, L. 2023. “Factors influencing health worker compliance in implementing patient safety goals in Indonesia: Systematic review,” Indonesian Journal of Multidisciplinary Science, 3(2), p. 102. doi:10.55324/ijoms.v3i2.680.
Gavurová, B., Dvorský, J. dan Popesko, B. 2021. “Patient Satisfaction Determinants of Inpatient Healthcare,” International Journal of Environmental Research and Public Health, 18(21), p. 11337. doi:10.3390/ijerph182111337.
Hermawati, A. (2022). Analisis Pengaruh Quality of Work Life Terhadap Kinerja Yang di Mediasi Organizational Citizenship Behavior (Studi Pada Pegawai Kantor Kecamatan Sukun Kota Malang). Journal of Innovation Research and Knowledge, 2(3).
Hermawati, A., & Mas, N. (2017). Mediation effect of quality of worklife, job involvement, and organizational citizenship behavior in relationship between transglobal leadership to employee performance. International Journal of Law and Management, 59(6), 1143–1158. https://doi.org/10.1108/IJLMA-08-2016-0070
Hermawati, A., Rosita, R., Fatmawati, E., Nasrul, H. W., Wibowo, T. S., & Ali, S. (2023). The Work Spirit Of Mediator Employees: The Influence Of Compensation And Work Environment On The Performance Of Employees At Nusantara Logistics Higher Education. Jurnal Aplikasi Manajemen, 21(4), 928–942.
Organization, W.H. 2025. Global patient safety report 2024, World Health Organization eBooks. World Health Organization. doi:10.2471/b09204.
Parasuraman, A., Zeithaml, V.A. dan Berry, L.L. 1988. “SERVQUAL: A multiple- item scale for measuring consumer perceptions of service quality.,” Journal of Retailing, 64(1), p. 12. Available at: http://ci.nii.ac.jp/naid/10011053911(Accessed: October 2025).
Parasuraman, A., Zeithaml, V.A. dan Malhotra, A. (2005) “E-S-QUAL: A multiple- item scale for assessing electronic service quality.” doi:10.17615/1mdx-dp60.
Rahmatia, S. at al. 2025. “Service quality in hospital inpatient care: SERVQUAL model approach,” Health SA Gesondheid, 30, p. 3055. doi:10.4102/hsag.v30i0.3055. Rehaman, B. dan Husnain, M. 2018. “The Impact of Service Quality Dimensions on Patient Satisfaction in the Private Healthcare Industry in Pakistan,” Journal of Hospital & Medical Management, 4(1). doi:10.4172/24719781.100044.
Rimondini, M. at al. 2015. “How do national cultures influence lay people’s preferences toward doctors’ style of communication? A comparison of 35 focus groups from an European cross national research,” BMC Public Health, 15(1), p. 1239. doi:10.1186/s12889-015-2559-7.
Roder‐DeWan, S. at al. 2019. “Expectations of healthcare quality: A cross-sectional study of internet users in 12 low- and middle-income countries,” PLoS Medicine, 16(8). doi:10.1371/journal.pmed.1002879.
Rosenbaum, K.E.F. at al. 2024. “Hospital Performance on Hospital Consumer Assessment of
Healthcare Providers and System Ratings,” Medical Care, 62(5), p. 288.doi:10.1097/mlr.0000000000001966.
Rosis, S.D. 2023. “Performance measurement and user‐centeredness in the healthcare sector: Opening the black box adapting the framework of Donabedian,” The International
Journal of Health Planning and Management, 39(4), p. 1172. doi:10.1002/hpm.3732.
Safitri, M. and Amelia, A. 2018. “PENGARUH PELAYANAN KOPERASI SETJEN DPR-RI TERHADAP KESEJAHTERAAN KARYAWAN PEGAWAI NEGERI SIPIL DPRRI DI WISMA GRIYA SABHA DPR-RI.,” Transparansi Jurnal Ilmiah Ilmu Administrasi, 1(1), p. 49. doi:10.31334/trans.v1i1.139.
Salsabila, N. at al. 2023. “The Comparative Analysis of Inpatient Service at Public Hospitals and Private Hospitals in Order to Improve Patient Satisfication : A Literature Review,” Usada Nusantara Jurnal Kesehatan Tradisional, p. 65. doi:10.47861/usd.v1i2.250.
Saputra, R. dan Wala, G.N. 2025. “Pengaruh Kualitas Pelayanan dan Kepercayaan Pelanggan terhadap Loyalitas Konsumen dalam Industri Jasa (Study Literature Review),” 2(2), p. 88. doi:10.38035/jgsp.v2i2.202.
Talib, F., Azam, M.Q. dan Rahman, Z. 2015 “Service quality in healthcare establishments: a literature review,” International Journal of Behavioural and Healthcare Research. Inderscience Publishers, p. 1. doi:10.1504/ijbhr.2015.071465.
Tamuno-Opubo, A.T. at al. 2024. “Patient safety initiatives and practices in Nigerian healthcare settings: A comprehensive analysis of current knowledge, challenges, and barriers,” Global Journal of Health Sciences and Research, 2, p. 70. doi:10.25259/gjhsr_75_2023.
Thompson, G.A. at al. 2022. “Cultural Differences in Patients’ Preferences for Paternalism: Comparing Mexican and American Patients’ Preferences for and Experiences with Physician Paternalism and Patient Autonomy,” International Journal of Environmental Research and Public Health, 19(17), p. 10663. doi:10.3390/ijerph191710663.
Vuk, T. 2012. “Quality indicators: a tool for quality monitoring and improvement,” ISBT Science Series, 7(1), p. 24. doi:10.1111/j.1751- 2824.2012.01584.x.
Wiryana, K.V.S.D. dan Aksari, N.M.A. 2023. “PERAN KEPUASAN PELANGGAN DALAM MEMEDIASI PENGARUH KUALITAS PELAYANAN TERHADAP LOYALITAS PELANGGAN,” E-Jurnal Ekonomi dan Bisnis Universitas Udayana, p. 1320. doi:10.24843/eeb.2023.v12.i07.p07.
Wulaningsih, T.I. 2024. “FAKTOR DETERMINAN PELAYANAN MEDIS TERHADAP KEPUASAN PASIEN SERTA IMPLIKASI TERHADAP PELAYANAN KESEHATAN PRIMA,” Journal of Economic and Economic Policy., 1(1), p. 14. doi:10.61796/ijecep.v1i1.7.
Yarmak, V. dan Rollnik‐Sadowska, E. 2022. “Evaluation of the healthcare service quality — implementation of SERVQUAL method,” Marketing i Rynek, 2022(10), p. 19. doi:10.33226/1231-7853.2022.10.2.
Zhelev, Z. at al. 2025. “The implementation of Safety Management Systems in healthcare: a systematic review and international comparison,” Health and Social Care Delivery Research. NIHR Journals Library, p. 1. doi:10.3310/qplf8546.
Published
2026-04-25
How to Cite
Santoso, S. A., Suci, R., & Faida, E. (2026). MUTU PELAYANAN SEBAGAI MEDIATOR ANTARA PELAYANAN PRIMA, KESELAMATAN PASIEN, DAN KEPUASAN PASIEN RAWAT INAP DI RUMAH SAKIT MITRA KELUARGA KENJERAN). Jesya (Jurnal Ekonomi Dan Ekonomi Syariah), 9(1), 560-583. https://doi.org/https://doi.org/10.36778/jesya.v9i1.2656
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Articles
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