JOURNAL OF NONCOMMUNICABLE DISEASES
Volume 1 .
, 118-27 http://dx.
org/10.
52365/jond.
http://jurnal.
Research Article Quality of Nursing Services Affect the Patient Satisfaction in Hospital Rista Apriana1*.
Ida Ratnasari2 1Majoring in Nursing Science.
Poltekkes Kemenkes Gorontalo.
Gorontalo 2Nursing science study programe of STIKES Widya Husada Semarang *Corresponding Author :
Rista Apriana Majoring in Nursing Science.
Poltekkes Kemenkes Gorontalo.
Gorontalo radjaairlangga001@gmail.
Abstract: Improved quality of services was needed to provide patient satisfaction.
Quality of nursing care consists of five dimensions these are responsiveness, assurance, tangibles, emphaty, and The aimed of this study was determined the relationship of nursing care quality with patient satisfaction level in hospital.
The type of this research was non-experiment research and used cross sectional design.
This research used purposive sampling technique, with the total sample were 98 patients in Hospital.
The data was collected using questionnaire and analyzed using pearson product moment test.
The average quality of nursing services was at score 77.
36, with the standard deviation at 8.
The average patient satisfaction was at score 101.
59, with the standard deviation at the score of 11.
The result of Pearson Product Moment statistic test showed that there was a significant and positive correlation between the quality of nursing services with the level of patient satisfaction with the strong relationship correlation proved with p-value = 0,000 and r-value= 0,592.
showed that increasing the quality of nursing services given to the patient can increased the level of patient satisfaction.
Keywords: Nursing services.
Patient satisfaction.
Quality.
Introduction Satisfaction is a person's feeling of pleasure or disappointment that arises from comparing results with their expectations or one's feelings of pleasure derived from comparisons between the pleasure gained from a product or service with its expectations (Kotler, 2009.
Nursalam, 2.
Patients will feel satisfied if the performance of health services obtained was equal or exceeds their expectations.
Conversely, dissatisfaction or feelings of disappointment of the patient will arise if the performance of the health services obtained was not in accordance with his expectations.
Patient satisfaction was a level of feeling that arises as a result of the performance of health services obtained after the patient compares to what he expects (Pohan, 2.
Patient satisfaction to nursing services was not optimal, it can be seen in a study conducted by Joolae et.
al 2008 in Negarandeh.
Reza et.
al, 2014 in Iran showed that there eISSN 2776-3161 A 2021 Penulis.
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Apriana, et.
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were more than 60% of patients dissatisfied with the nursing services.
According to Doran, 2010 in a study conducted by Negarandeh.
Reza et.
al 2014, factors that affect patient satisfaction include effective interaction or communication which was an important determinant in patient satisfaction.
The perceived quality of interaction between patients and nurses had been found to be associated with patient satisfaction.
According to popular theory hospitals should be able to satisfy customers by providing excellent quality of services (Ariyani, 2.
Improved quality of services were necessary to provide satisfaction to patients.
For patients, good quality was usually associated with recovery from pain or reduced pain, speed of service, hospitality and low service rates.
On the contrary, the patient will consider the health service was bad if he thinks the pain does not heal, queues for a long time, the health worker is not friendly.
So the quality of service according to the patient is related to patient satisfaction with service (Wijono, 2.
According to Asmuji .
the quality of nursing services is a condition that describes the level of nursing services perfection comprehensively .
io-psycho-socialspiritua.
to sick and healthy individuals carried out based on standards nursing process that have been established to adjust to the customer's expectation.
The end goal is the creation of customer satisfaction .
atients and familie.
The five dimensions of quality that are measuring customer satisfaction include tangible, reliability, responsiveness, assurance and emphaty.
The results of research conducted at the Ngletih Health Center in Kediri city also showed that the five dimensions of nursing service quality are still rated in the low The largest percentage was in the dimension of responsiveness, 61% of customers stated that the responsiveness of service personnel was still bad, in the second order there was a tangible dimension also still rated bad by the patient of 59% then followed by Reliability and emphaty dimensions, each of which results equally, are 54%.
Similarly, the dimension of assurance, where 24 out of 46 people with a percentage of 52% also stated that the dimension of assurance provided by nurses is also still bad (Nursalam, et al 2.
Based on the results of preliminary studies showed that 7 /10 inpatients expressed dissatisfaction with the nurses services.
As many as 7 /10 patients complained that nurses were less responsive to patient complaints, 6/10 patients also complained that nurses used bad communication to patients, 4 /10 patients stated nurses were less friendly to The results of the patient satisfaction index survey in inpatient care unit of Hospital X in 2016, there were 17% of patients who said that they were dissatisfied with the services provided by nurses.
In addition to conducting preliminary studies on patient satisfaction, researchers also observed and interviewed about nursing services.
The results showed that nursing services had not been optimally.
This was seen from the lack of communication to each patient providing services such as providing information about the drugs he took, treatment programs, diet programs when the patient was declared cured and allowed to go home.
BOR (Bed Occupancy Rat.
service indicator data for the last 3 months of 2016 from October to December were: 66.
99% at October, 67.
77% at November and 63.
65% at December.
Based on these data, the percentage of indicators BOR services have not reached the national standard value it was 70-80%.
Based on the Quality of Nursing Services Affect Satisfaction Apriana, et.
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description, it is important to do research to find out "Relationship of Nursing Service Quality With Inpatient Satisfaction Level".
Materials and Method 1 Material To assessed the quality of nursing services, this study used a questionnaire that adapted from Mi Aie Lee and Young-Hee YomAos research in 2007 with the title "A Comparative Study of Patients's and Nurses Perceptions of The Nursing Services.
Satisfaction and Intent To Revisit The Hospital : A Questionnaire Survey".
The questionnaire had been conducted reliability test obtained cronbach's = 0.
assessed patient satisfaction used questionnaires based on Biering's research in 2011 with the title "Casting Light on The Concept of Patient Satisfaction by Studying The Construct Validity and The Sensitivity of a Questionnaire".
The questionnaire had been conducted reliability test obtained Cronbach's = 0.
This questionnaire had been also tested for validity in Indonesia by Syarif Zen Yahya in 2013 with expert tests.
Statistical analysis used the Pearson correlation test because both variables are normally distributed.
Data Normality test used Kolmogorof Smirnov test.
2 Method This type of research was non-experimental research with cross sectional design.
The study was conducted in May 2017.
The samples used in this study were inpatients in the room of Bougenvile.
Cempaka.
Kenanga and Anggrek in RSUD X in Semarang city.
The sampling technique in this study was purposive sampling.
A sample of 98 Independent variable was the quality of nursing services and the dependent variable was patient satisfaction.
Results Table 1.
Overview of Nursing Service Quality and Patient Satisfaction Variabel Mean Median Modus Minimal Maksimal Quality of nursing Patient satisfaction 77,36 8,919 101,59 11,605 Based on table 1.
it can be seen that the average .
quality of nursing services was at score 77.
36, the middle .
value was at a score 78, the value that often appears .
was at score 80.
While the lowest value was at a score of 53 and the highest value was at a score 100 and SD .
tandard deviatio.
was at a score of 8,919.
The results were also Indicates that the average .
of patient satisfaction was at score 59, the middle .
value was at score 103, the value that often appears .
Quality of Nursing Services Affect Satisfaction Apriana, et.
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was at score 97, while the lowest value was at a score of 68 and the highest value was at a score of 130 and SD .
tandard deviatio.
was at a score of 11,605.
Table 2.
Data Normality Test Results Variabel p-value Quality of nursing services Patient satisfaction 0,724 0,316 Table 2 showed that the results of the data normality test showed that the p-value of the nursing services quality variable was 0.
724 and the p-value of the patient satisfaction variable was 0.
316 which means > = 0.
05 so that the data was normal distribution, therefore the analysis test used was pearson correlation test (Pearson Product Momen.
which was to test hypothesis and to find out the relationship between independet variable and dependent variable.
Table 3.
Affect of Nursing Care Quality with Patient Satisfaction Level p-value Variabel The affect Quality of nursing services to Patient satisfaction 0,592 0,000 Table 3 showed that pearson product moment correlation test result was .
=0.
< (=0.
, then Ha was accepted and Ho was rejected.
It can be concluded that there was a relationship between the quality of nursing services and the level of inpatient satisfaction at the hospital.
Based on the correlation coefficient value of Pearson Product Moment test results it was known that the value r = 0.
592, which means that the correlation between the quality of nursing services and the level of satisfaction of inpatients showed a strong level of relationship.
The direction of positive correlation means the increasing quality of service provided the more patient satisfaction increases.
Discussion