Hubungan Kualitas Pelayanan Keperawatan Dengan Kepuasan Pasien Diruang Rawat Inap Rumah Sakit Efarina Etaham Berastagi Tahun 2026
DOI:
https://doi.org/10.31004/edp.v3i4.273Keywords:
quality of nursing services, patient satisfaction, inpatient ward, SERVQUALAbstract
Hospitals are required to provide care that is not only clinically effective but also satisfying for patients as a whole, and nurses, as the healthcare providers with the highest frequency of contact with patients, play a central role in shaping that perception. Good quality of nursing services is believed to be closely related to the level of patient satisfaction during inpatient treatment. This study aimed to determine the relationship between the quality of nursing services and patient satisfaction among inpatients at Efarina Etaham Berastagi Hospital in 2026. This study used a quantitative approach with a descriptive correlational design and a cross-sectional method. Data were collected through questionnaires administered to 93 respondents selected using an accidental sampling technique. The quality of nursing services was measured based on the five SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles). Data were analyzed using the Spearman Rank Correlation Test. The results showed that the majority of respondents rated the quality of nursing services as good (95.7%), and the majority of respondents reported being satisfied (97.8%). There was a positive and significant relationship between the quality of nursing services and patient satisfaction (p = 0.000 < 0.05), with a correlation strength of 0.699, categorized as strong. It can be concluded that the better the quality of nursing services perceived by patients, the higher the level of satisfaction reported. This study recommends that the hospital continue to maintain and improve the quality of nursing services, particularly in the aspects of responsiveness, communication, and empathy, in order to sustain patient satisfaction and loyalty in the inpatient ward.
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