ANALISIS PRIORITAS PENINGKATAN MUTU PELAYANAN RAWAT INAP MENGGUNAKAN SERVQUAL DAN IMPORTANCE PERFORMANCE ANALYSIS (IPA)
DOI:
https://doi.org/10.58526/ezrasciencebulletin.v4i1.566Keywords:
SERVQUAL, Importance Performance Analysis, kualitas pelayanan, rawat inap, kepuasan pasienAbstract
Meningkatnya tuntutan masyarakat terhadap pelayanan kesehatan menempatkan pengalaman pasien sebagai salah satu indikator penting dalam evaluasi mutu rumah sakit. Meskipun RSUD Tenriawaru telah memperoleh akreditasi paripurna, beberapa indikator pelayanan rawat inap masih belum mencapai target Standar Pelayanan Minimal, sehingga diperlukan penilaian yang lebih mendalam dari perspektif pasien. Penelitian ini menganalisis kesenjangan antara pelayanan yang diharapkan dan pelayanan yang dirasakan pasien serta mengidentifikasi atribut pelayanan yang perlu diprioritaskan dalam program peningkatan mutu. Studi menggunakan rancangan kuantitatif deskriptif dengan melibatkan 30 pasien rawat inap yang dipilih secara purposive sampling. Pengukuran kualitas pelayanan dilakukan melalui metode SERVQUAL pada lima dimensi pelayanan, sedangkan penentuan prioritas perbaikan menggunakan Importance–Performance Analysis (IPA). Hasil analisis menunjukkan bahwa hampir seluruh atribut pelayanan menghasilkan nilai kesenjangan negatif dengan rata-rata gap sebesar -0,36, yang mengindikasikan bahwa pengalaman pelayanan pasien masih berada di bawah tingkat harapan mereka. Kesenjangan terbesar ditemukan pada kenyamanan ruang rawat inap, kelengkapan fasilitas pelayanan, ketepatan pelayanan petugas, kepastian waktu pelayanan, kemudahan menghubungi petugas, serta keterampilan tenaga kesehatan dalam memberikan pelayanan. Pemetaan IPA menempatkan atribut-atribut tersebut pada kategori prioritas utama karena memiliki tingkat kepentingan tinggi namun belum didukung oleh kinerja yang optimal. Temuan ini menegaskan bahwa perbaikan mutu pelayanan rawat inap perlu difokuskan pada peningkatan pengalaman pasien melalui penguatan kualitas interaksi pelayanan, kepastian proses layanan, kompetensi petugas, serta perbaikan lingkungan perawatan. Kombinasi SERVQUAL dan IPA terbukti memberikan dasar analitis yang kuat untuk menentukan prioritas peningkatan mutu pelayanan secara lebih terarah dan berorientasi pada kebutuhan pasien.
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