Pengukuran Indeks Kepuasan Pasien Forensik Klinik Menggunakan Metode Customer Satisfaction Index
Abstract
Measuring the patient satisfaction index is essential to establish a baseline for improving service quality in subsequent years. The Customer Satisfaction Index (CSI) method is an effective approach to determine the overall patient satisfaction index over time. At Bhayangkara Hospital Pekanbaru, the satisfaction index of clinical forensic patients has not been previously assessed. This study aims to measure the satisfaction index of clinical forensic patients using the CSI method. A cross-sectional study was conducted on 284 clinical forensic patients at Bhayangkara Hospital Pekanbaru, selected through consecutive sampling. The modified SERVQUAL questionnaire, encompassing five service quality dimensions—reliability, responsiveness, assurance, empathy, and tangibles served as the research instrument. Data were analyzed using the CSI method. The results indicated that the mean overall satisfaction perception was 4.59, with the highest mean observed in the assurance dimension (4.63). Responsiveness was identified as the most important service quality dimension by clinical forensic patients (mean = 4.90). The overall satisfaction index calculated through CSI was 91.2%, indicating a very satisfied level, with the highest satisfaction index in the assurance dimension (92.72%) and the lowest in tangibles (90%). The target for the clinical forensic patient satisfaction index for the coming year should aim to surpass the index obtained in this study.
Keywords
Full Text:
PDF (Bahasa Indonesia)References
Vogus TJ, McClelland LE. When the customer is the patient: Lessons from healthcare research on patient satisfaction and service quality ratings. Hum Resour Manag Rev. 2016;26(1):37-49. doi: 10.1016/j.hrmr.2015.09.005.
Al-Azzam AFM. The impact of evaluating service quality dimensions on patient satisfaction: A study of private hospitals in Irbid City/Jordan. Int J of Adv Res. 2020;7(11):11-21. doi: 10.21474/IJAR01/9733.
Supartiningsih S. Kualitas pelayanan kepuasan pasien rumah sakit: kasus pada pasien rawat jalan. J Medicoeticolegal dan Manaj Rumah Sakit. 2017;6(1):9-15. doi: 10.18196/jmmr.6122
Al-Abri R, Al-Balushi A. Patient satisfaction survey as a tool towards quality improvement. Oman Med J. 2014;29(1):3-7. doi: 10.5001/omj.2014.02.
Afandi D. Visum et Repertum : Tata laksana dan teknik pembuatan. Edisi 2. Pekanbaru: Fakultas Kedokteran Universitas Riau; 2017.
Izadi A, Jahani Y, Rafiei S, Masoud A, Vali L. Evaluating health service quality: using importance performance analysis. Int J Health Care Qual Assur. 2017;30(7):1-9. doi: 10.1108/IJHCQA-02-2017-0030 .
Purba HH, Debora F, Jaqin C, Adiyatna H. Service quality analysis: an empirical study of customer satisfaction in a healthcare. J Teknol Manaj. 2021;19(1):33-40. doi: 10.52330/jtm.v19i1.22 .
Amri HR, Subagio RT. Penerapan metode CSI untuk pengukuran tingkat kepuasan layanan manajemen. J Sist Cerd. 2020;3(3):241-52. doi: 10.37396/jsc.v3i3.86 .
Mutiarasari D, Demak IPK, Bangkele EY, Nur R, Setyawati T. Patient satisfaction: Public vs. private hospital in Central Sulawesi, Indonesia. Gac Sanit. 2021;35:S186-S90. doi: 10.1016/j.gaceta.2021.07.012 .
Ariffin AAM, Zain NM, Menon BV, Aziz NA. The Customer Satisfaction index model: An empirical study of the private healthcare sector in Malaysia. J Asian Finan Econ Bus. 2022;9(1):93-103. doi: 10.13106/jafeb.2022.vol9.no1.0093 .
Cannon T, Taylor S, Friedman SH. Satisfaction guaranteed? Forensic consumer satisfaction survey. Int J Ment Health Nurs. 2018;27(4):1250-7. doi: 10.1111/inm.12454.
Helia VN, Abdurrahman CP, Rahmillah FI. Analysis of customer satisfaction in hospital by using Importance-Performance Analysis and Customer Satisfaction Index (CSI). T MATEC Web Conf. 2018. p. 01098. doi: 10.1051/matecconf/201815401098 .
Egbuchulem K. The basics of sample size estimation: an editor’s view. Annals of Ibadan postgraduate medicine. 2023;21(1):5-10.
Afandi D, Arini M, Hidayah N, Mutia T, Indrayana MT. Development of clinical forensic service quality questionnaire based on SERVQUAL. JKKI. 2022:288-99. doi: 10.20885/JKKI.Vol13.Iss3.art9 .
Purbobinuko ZK, Wurianing R. Analisis kepuasan dengan metode CSI dan IPA terhadap pelayanan penyediaan rekam medis rawat jalan di RS. Dr Soetarto Yogyakarta. Indones Health Inf Manaj J (INOHIM). 2020;8(2):80-91. doi: 10.47007/inohim.v8i2.220
Widodo SM, Sutopo J. Metode Customer Satisfaction Index (CSI) untuk mengetahui pola kepuasan pelanggan pada e-commerce model business to customer. J Infor Upgris. 2018;4(1). doi: 10.26877/jiu.v4i1.2224
Wahyudin N, Masriyatun M, Yusnita M. Kualitas pelayanan Puskesmas Lubuk Besar dengan pendekatan Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI). JABM. 2022;8(3): 891-899. doi: 10.17358/jabm.8.3.891
Meirawaty G, Rahayuwati L, Yudianto K, Agustina HS. Service management and cancer patient satisfaction in hospitals: Cross sectional descriptive study in Indonesia. Mal J Med Health Sci. 2022;18(SUPP2): 213-217.
Cui C, Zuo X, Wang Y, Song H, Shi J, Meng K. A comparative study of patients’ satisfaction with different levels of hospitals in Beijing: why do patients prefer high-level hospitals? BMC Health Serv Res. 2020;20(1):1-11. doi: 10.1186/s12913-020-05507-9 .
Sinyiza FW, Kaseka PU, Chisale MRO, Chimbatata CS, Mbakaya BC, Kamudumuli PS, et al. Patient satisfaction with health care at a tertiary hospital in Northern Malawi: results from a triangulated cross-sectional study. BMC Health Serv Res. 2022;22(1):1-9. doi: 0.1186/s12913-022-08087-y .
Hartigan L, Cussen L, Meaney S, O’Donoghue K. Patients’ perception of privacy and confidentiality in the emergency department of a busy obstetric unit. BMC Health Serv Res. 2018;18(1):1-6. doi: 10.1186/s12913-018-3782-6.
Nyaga RG, Hildenbrand GM, Mattson M, Collins BW, Lumala M. Does perceived privacy influence patient satisfaction among college students? A comparative study of students at a Kenyan University and at a Large American Midwestern University. Int J Comm. 2021;15:3908–27
Ilieska K. Customer satisfaction index–as a base for strategic marketing management. J Tech Educ Manag Infor. 2013;2(4):327-31.
Melesse D, Tesfu M, Mantefard B. Level of clients’ satisfaction and associated factors with the service of out-patient department in Dilla University Referral Hospital, Southern Ethiopia, 2021. Adv Public Health. 2022;2022:1-8. doi: 10.1155/2022/6451755
Richter JP, Downs L, Beauvais B, Huynh PV, Hamilton JE, Kim F, et al. Does the proportion of same-day and 24-hour appointments impact patient satisfaction?. Qual Manag Health Care. 2017;26(1):22-8. doi: 10.1097/QMH.0000000000000121 .
Salehi A, Jannati A, Nosratnjad S, Heydari L. Factors influencing the inpatients satisfaction in public hospitals: a systematic review. Bali Med J. 2018;7(1):17-26. doi: 10.15562/bmj.v7i1.533
Keputusan Menteri Kesehatan Republik Indonesia Nomor 129/Menkes/SK/II/2008 Tentang Standar Pelayanan Minimal Rumah Sakit. 2008.
Prakoeswa CRS, Hidayah N, Dewi A, Purnamasari I, Adriansyah AA, Yaqub AM. Patient satisfaction, perception-expectation gap, and costumer satisfaction index in annual survey 2021 at dr. soetomo general academic hospital. Folia Medica Indonesiana. 2022;58(2):178-86. doi: 10.20473/fmi.v58i2.34550
Kartiwi W, Oetari R, Saptarini O. Analysis of outpatient service satisfaction in the pharmacy installation of Kendari City Hospital, Southeast Sulawesi Province in 2022. Sci Midwifery. 2024;11(6):876-85. doi: 10.35335/midwifery.v11i6.1404
Mardhotillah RR, Karya DF, Rasyid RA, Wibawa BM. Identification of customer satisfaction factors through the service quality dimensions: A case study of ABC Hospital, Surabaya. Bali Med J. 2023;12(3):2850-4. doi: 10.15562/bmj.v12i3.4443
Mustika YA, Utami JNW, Sukismanto S. Association of health service quality with patient satisfaction in primary healthcare center of Gedongtengen Yogyakarta. J Health Educ. 2019;4(1):37-42. doi: 10.15294/jhe.v4i1.20719
Refbacks
- There are currently no refbacks.
