ABSTRAK
Pelayanan di bidang kesehatan merupakan salah satu bentuk pelayanan yang sangat di
butuhkan oleh masyarakat, seperti yang tertuang dalam Permenkes RI No.69 Tahun 2014. faktor
penting yang bisa mempengaruhi kepuasan pasien pada setiap fasilitas kesehatan adalah kualitas
pelayanan yang diberikan, mulai dari bagaimana fasilitas kesehatan tersebut bisa memberikan
pelayanan yang terbaik bagi konsumennya dan bagaimana akhirnya kepuasan dari sisi konsumen
bisa di capai. Tujuan penelitian ini untuk mengetahui kualitas pelayanan, kepuasan pasien dan
apakah ada pengaruh kualitas pelayanan terhadap kepuasan pasien di Klinik KF Ratu Jaya Depok.
Jenis penelitian yang digunakan adalah deskriptif kuantitatif dan analisis regresi linier sederhana.
Sampel dalam penelitian ini berjumlah 88 responden yang diperoleh dari pasien yang pernah
melakukan pemeriksaan USG di Klinik KF Ratu Jaya Depok. Data yang digunakan adalah data
primer dan data sekunder. Hasil dari perhitungan variabel Kualitas Pelayanan (X)
menyatakan bahwa kualitas pelayanan memiliki pengaruh positif terhadap kepuasan
pasien Di Klinik KF Ratu Jaya Depok. Hasil dari perhitungan variabel kepuasan pasien
(Y) menyatakan bahwa kepuasan pasien memiliki pengaruh positif terhadap kualitas
pelayanan Di Klinik KF Ratu Jaya Depok.. Berdasarkan hasil regresi linier sederhana
yang telah diuji hipotesis secara parsial menggunakan uji t dan koefisien determinasi
pada penelitian ini mendapatkan hasil positif yaitu adanya pengaruh Kualitas Pelayanan
Pemeriksaan USG Terhadap Kepuasan Pasien di Klinik KF Ratu Jaya Depok.
Kata Kunci: Kualitas Pelayanan, Kepuasan Pasien,Pemeriksaan USG
ABSTRACT
Services in the health sector are one form of service that is needed by the
community, as written in Permenkes RI No.69 of 2014.. Klinik KF Ratu Jaya is one of the
clinics established in the city of Depok since 2019, with its main service being
Gynecologist Services with 2D and 4D Ultrasound Facilities. The number of patient visits
for ultrasound examination at Klilnik KF Ratu Jaya Depok from January to December
2023 has decreased significantly. Where in January the number of patients amounted to
100 patients and in the following month the number of patients decreased until December
by 45 patients and the purpose of this study was to determine the effect of service quality
on patient satisfaction visiting / using ultrasound services at the KF Ratu Jaya Depok
Clinic and how much the level of satisfaction of patients visiting the KF Ratu Jaya Depok
Clinic. The object of this research is the respondent.
The results of the calculation of the Service Quality variable (X) state that service
quality has a positive influence on patient satisfaction at the Ratu Jaya Depok KF Clinic
with an average value of 2.99, this value is in the interval 2.51 - 3.25, which means good
or agree. The highest average value is 3.14, which means good or agree with the
statement "Doctors, nurses and midwives provide solutions to patient complaints". And
the lowest average value of 2.30 which means not good or disagree with the statement
"The position of the clinic is on the 2nd floor". And it can be concluded that for the
services of doctors and nurses, they always provide solutions to patients, but the obstacle
for patients is the position of the ultrasound examination clinic which is on the 2nd floor,
causing ultrasound examination patients at the KF Ratu Jaya Depok clinic to be less
comfortable and making it difficult for pregnant women to climb the stairs to the 2nd
floor because ultrasound patients at the KF Ratu Jaya Depok clinic must be pregnant
women who have difficulty moving freely.
The results of the calculation of the patient satisfaction variable (Y) state that patient
satisfaction has a positive influence on quality at the KF Ratu Jaya Depok Clinic with an
average value of 3.06, this value is in the interval 2.51 - 3.25 which means good or agree.
with the statement Interested in returning for an ultrasound examination because the
services provided are satisfactory with the highest mean value of 3.09 while with the
lowest value of 2.98
Keywords: Service Quality, Patient Satisfaction, Ultrasound Examination
