Pengaruh Kualitas Layanan dan Keterlibatan Pasien terhadap Kepuasan: Peran Mediasi Pengalaman Pasien
DOI:
https://doi.org/10.69836/ncrcs-sinesia.v2i1.224Keywords:
Service Quality, Patient Engagement, Patient SatisfactionAbstract
Penelitian mengenai kepuasan pasien umumnya berfokus pada pengaruh langsung kualitas pelayanan terhadap kepuasan pasien, sementara peran keterlibatan pasien dan pengalaman pasien sebagai mekanisme mediasi masih relatif terbatas, khususnya pada konteks rumah sakit pemerintah di Indonesia. Selain itu, hasil penelitian terdahulu terkait hubungan keterlibatan pasien terhadap kepuasan pasien masih menunjukkan ketidakkonsistenan, sehingga diperlukan kajian lebih lanjut untuk menjelaskan hubungan tersebut melalui pengalaman pasien. Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan dan keterlibatan pasien terhadap kepuasan pasien dengan pengalaman pasien sebagai variabel mediasi. Penelitian dilakukan pada pasien RSUZA dengan jumlah sampel sebanyak 200 responden yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan melalui kuesioner terstruktur dan dianalisis menggunakan metode Partial Least Squares–Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa kualitas pelayanan dan keterlibatan pasien berpengaruh positif dan signifikan terhadap kepuasan pasien. Selain itu, pengalaman pasien terbukti memediasi secara signifikan hubungan antara kualitas pelayanan dan keterlibatan pasien terhadap kepuasan pasien. Seluruh hipotesis penelitian diterima. Temuan ini menunjukkan bahwa pengalaman pasien menjadi faktor penting dalam memperkuat pengaruh kualitas pelayanan dan keterlibatan pasien terhadap kepuasan pasien. Penelitian ini memberikan kontribusi teoretis dengan memperluas model kepuasan pasien melalui peran mediasi pengalaman pasien serta memberikan implikasi praktis bagi rumah sakit dalam meningkatkan mutu layanan dan partisipasi aktif pasien guna menciptakan kepuasan pasien yang lebih optimal.
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