Analisis Faktor yang Mempengaruhi Kepuasan Pasien Rawat Jalan di RSI Ibnu Sina Padang Panjang

Abstract

Patient satisfaction is one of the key indicators in determining the quality of hospital services. This study aims to analyze the factors that influence outpatient satisfaction at Ibnu Sina Islamic Hospital in Padang Panjang in 2024. The analyzed factors include tangibles (physical evidence), reliability, responsiveness, assurance, and empathy. This research uses a quantitative method with a cross-sectional approach. Data were collected through questionnaires distributed to 100 outpatients, selected using random sampling techniques. Data analysis was conducted using the Partial Least Square (PLS) method to test the relationship between independent variables and patient satisfaction. The results of the study show that the tangibles factor (3.355) has a significant impact on patient satisfaction, while the factors of reliability (0.893), responsiveness (0.091), assurance (1.359), and empathy (1.193) do not show significant influence. Overall, tangibles (physical evidence), is the most dominant factor in influencing patient satisfaction. From the five dimensions of factors affecting patient satisfaction, the R-square value was found to be 0.268, meaning that these five dimensions account for 26.8% of the influence on patient satisfaction. The findings of this research are expected to serve as a reference for hospital management in improving service quality, particularly in enhancing outpatient satisfaction based on the tangibles dimension. For instance, expanding the waiting room to ensure that patients feel comfortable while waiting in line is crucial, as a spacious and comfortable waiting area significantly contributes to providing a positive experience for patients, thus creating a more comfortable atmosphere and increasing patient satisfaction.