Pengaruh Proses Profesionalisme Tenaga Medis Terhadap Kepuasan Pasien

Pipit Festi Wiliyanarti; Rafael Rony Prasetya; Annisa Nurida

Authors

Pipit Festi Wiliyanarti Universitas Muhammadiyah Surabaya
Rafael Rony Prasetya Universitas Muhammadiyah Surabaya
Annisa Nurida Universitas Muhammadiyah Surabaya

Keywords:

profesionalisme tenaga medis, kepuasan pasien, rumah sakit, kualitas pelayanan.

Abstract

Background: Patient satisfaction is a key indicator of the success of hospital services, and the professionalism of medical staff is believed to be one of the dominant factors influencing it.

Objective: This study aims to analyze the effect of medical staff professionalism on inpatient satisfaction at Graha Medika Hospital in Banyuwangi

Methods This study employed a quantitative approach using an explanatory research design. The sample consisted of 218 inpatients selected using purposive sampling based on the Slovin formula with a 5% margin of error. Data were collected via a 1–5 Likert-scale questionnaire and analyzed using descriptive statistics and simple linear regression with the aid of SPSS.

Results: : The validity test results showed that 40 out of 47 statements were valid, and all variables were reliable with a Cronbach’s Alpha value > 0.60. The regression analysis results showed the equation Y = 13.637 + 0.708X₁, with a calculated t-value of 5.200 and a significance level of 0.000 (p < 0.05), as well as a coefficient of determination (Adjusted R²) of 0.502. These findings demonstrate that the professionalism of medical staff has a positive and significant effect on patient satisfaction, contributing 50.2%. The competency dimension received the highest score (4.34), and 90.4% of patients reported being satisfied with the care they received.

Conclusion: This study confirms that health care is a people-based service, in which direct interaction between medical personnel and patients is the primary determinant of perceived service quality.

References

Arlusiana, V. (2022). Prinsip Rumah Sakit Dalam Meningkatkan Pelayanan Kesehatan Yang Adil Bagi Masyarakat Miskin untuk tercapainya derajat Kesehatan di Indonesia.

Armstrong, M., & Taylor, S. (2020). Armstrong's handbook of human resource management practice (15th ed.). Kogan Page.

Accreditation Council for Graduate Medical Education. (2022). ACGME common program requirements. ACGME.

Ahmed, F., Alam, M., & Rahman, M. (2022). Professional competence and patient satisfaction in healthcare services. BMC Health Services Research, 22(1), 1154

Beauchamp, T. L., & Childress, J. F. (2019). Principles of biomedical ethics (8th ed.). Oxford University Press.

Bentum-Micah, G., Ma, Z., Wang, W., Atuahene, S. A., & Bondzie-Micah, V. (2020). Perceived service quality, a key to improved patient satisfaction and loyalty in healthcare delivery: The SERVQUAL dimension approach. Journal of Health and Medical Sciences, 3(2)

Chen, X., Liu, C., Yan, P., Wang, H., Xu, J., & Yao, K. (2025). The impact of doctorpatient communication on patient satisfaction in outpatient settings: (Media Online) Implications for medical training and practice. BMC M

Dessler, G. (2020). Human resource management (16th ed.). Pearson Education.

Fitriana, I., Aril Ahri, R., & Muchlis, N. (2022). Pengaruh Kompetensi, Motivasi dan Kualitas PelayananKesehatan terhadap Minat Kembali Pasien di RSUD LabuangBaji Makassar. Journal of Muslim Community Health (JMCH) , 3(3), 29–37

Heizer, J., Render, B., & Munson, C. (2023). Operations management: Sustainability and supply chain management (15th ed.). Pearson.

Howick, J., et al. (2024). Empathy in healthcare: A systematic review of patient outcomes. BMJ Open, 14(2), e081245.

Hoff, T. (2017). Practice under pressure: Primary care physicians and their medicine in the twenty-first century. Rutgers University Press.

Kementerian Kesehatan RI. (2021). Profil kesehatan Indonesia 2018. Kementerian Kesehatan Republik Indonesia.

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.

Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing management (16th ed.). Pearson.

Kurniawati, D., dkk. (2025). Profesionalisme tenaga medis dan kepuasan pasien. Jurnal Manajemen Kesehatan.

Kusminarti, R. (2019). Persepsi tentang profesionalisme, komunikasi, motivasi kerja, lingkungan kerja dan kinerja perawat

Misniati. (2021). Analisis Bed Occupancy Rate dan mutu layanan rumah sakit. Jurnal Administrasi Rumah Sakit Indonesia.

Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2020). Patient satisfaction with health care services; An application of physician's behavior as a moderator. International Journal of Environmental Research and Public Health, 17(13), 4931.

Organisation for Economic Co-operation and Development. (2021). Health at a glance 2021: OECD indicators. OECD Publishing.

Tjiptono, F. (2022). Service management: Mewujudkan layanan prima (Edisi terbaru). Andi.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2020). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Pohan, I. S. (2017). Jaminan mutu layanan kesehatan: Dasar-dasar pengertian dan penerapan. EGC.

Popa, I., Ştefan, S. C., Morărescu, C., & Cicea, C. (2018). Research regarding the influence of knowledge management practices on employee satisfaction in the Romanian healthcare system. Amfiteatru Economic, 20(49), 553-566.

Porter, M. E., & Teisberg, E. O. (2006). Redefining health care: Creating value-based competition on results. Harvard Business School Press.

Prastiwi, S. (2025). Infrastruktur kesehatan dan persepsi kualitas layanan rumah sakit. Jurnal Kesehatan Masyarakat.

Rohmial, A. (2019). Sistem antrian dan efisiensi pelayanan rumah sakit. Jurnal Manajemen Rumah Sakit.

Sari, R., dkk. (2026). Kepuasan pasien dan kinerja sumber daya manusia medis. Jurnal Kesehatan dan Manajemen.

Sugiyono. (2020). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta.

World Health Organization. (2021). Global patient safety action plan 2021–2030. World Health Organization.

World Health Organization. (2022). Quality health services: A planning guide. World Health Organization.

World Health Organization. (2023). Delivering quality health services: A global imperative. World Health Organization.

Keshtkar L, et al. (2024). The Effect of Practitioner Empathy on Patient Satisfaction: A Systematic Review of Randomized Trials. Annals of Internal Medicine.

Zhang X, et al. (2024). Physician Empathy in Doctor–Patient Communication: A Systematic Review. Health Communication.