Analisis Pengaruh Kualitas Pelayanan di IGD terhadap Kepuasan Pasien di Klinik Miracle Kabupaten Purwakarta

Abstract

Patient satisfaction is one of the indicators of successful healthcare services, particularly in Emergency Departments (EDs), which require fast, accurate, safe, and professional care. This study aimed to analyze the effect of service quality based on the dimensions of Responsiveness, Assurance, Tangibles, Empathy, and Reliability (RATER) on patient satisfaction at the Emergency Department of Miracle Clinic, Purwakarta Regency, in 2026. This study employed a quantitative approach with an analytical design. The study population consisted of 1,373 patients who received services from January to April 2026, with a sample of 310 respondents selected using accidental sampling. Data were collected through questionnaires and analyzed using univariate analysis, bivariate analysis with the Chi-Square test, and multivariate analysis using multiple logistic regression. The results showed that most respondents rated the quality of services as good and reported being satisfied with the services provided. All dimensions of service quality had a significant effect on patient satisfaction. Multivariate analysis indicated that empathy was the most dominant factor, with a p-value of 0.000 and an Odds Ratio (Exp(B)) of 30.659. This indicates that patients receiving empathetic care were more likely to be satisfied. In conclusion, service quality significantly affects patient satisfaction at the Emergency Department of Miracle Clinic, Purwakarta Regency. Improving empathy through therapeutic communication, patient-centered care, and healthcare workers' competency development should be prioritized to enhance patient satisfaction.