Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pasien di Instalasi Gawat Darurat RSUD Naibonat Kabupaten Kupang

NGATRIANY, Desemiyeti (2025) Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pasien di Instalasi Gawat Darurat RSUD Naibonat Kabupaten Kupang. Masters thesis, Universitas Katolik Widya Mandira.

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Abstract

This study, entitled “Analysis of Factors Influencing Patient Satisfaction in the Emergency Department of Naibonat Regional Hospital,” was written by Desemiyety Ngatriany under the guidance of Dr. Henny A. Manafe, SE, MM, and Dr. Simon Sia Niha, SE., M.Si. The quality of hospital healthcare services, as providers of medical and nursing care to patients, must be high to meet patient satisfaction. The Emergency Department (ED) is the primary facility supporting patient and family satisfaction. The speed and accuracy of first-line emergency services are the cornerstone of patient and family service. The ED is required to maintain service quality, encompassing physical appearance, completeness of facilities, cleanliness, the ability of trained/skilled personnel, and staff who are ready, fast, accurate, and always available. Patient dissatisfaction in the ED is interpreted as a complaint against the hospital. The objectives of this study were: 1) to describe respondents' perceptions of patient satisfaction, service quality, physical environment, response time, and service procedures; 2) to analyze the influence of service quality on patient satisfaction; and 3) to assess the impact of service quality on patient satisfaction. (4) analyzing the influence of the physical environment on patient satisfaction, (5) analyzing the influence of service procedures on patient satisfaction, and (6) analyzing the simultaneous influence of service quality, physical environment, response time, and service procedures on patient satisfaction in the Emergency Department of Naibonat Regional Hospital. This study used a cross-sectional design and used primary data. The population was all patients treated in the Emergency Department of Naibonat Regional Hospital from June 2025 to July 2025, with an average of 633 monthly visits. The sample comprised 93 respondents, using the Slovin formula and inclusion-exclusion criteria. Data collection used a questionnaire instrument with descriptive and inferential statistical analysis. The results showed that the average score for the independent variable was 4.25, classified as "very good." Service quality had no significant effect; the physical environment had a significant effect; response time had an insignificant effect; and service procedures had a significant effect on patient satisfaction. Service quality, physical environment, response time, and service procedures simultaneously account for 59.8% of patient satisfaction. Improvements in quality, availability of facilities, the number and competence of staff, and the commitment and regular evaluation of the quality team are needed.

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