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Abstract

Outpatient registration services represent a critical touchpoint in the patient experience at hospitals. A mismatch between expectations and the actual service delivered can affect patient satisfaction. Public hospitals continue to face complaints related to the registration process, such as long waiting times, unclear information, and inadequate waiting facilities. This study aims to assess patient satisfaction with outpatient registration services by comparing expectations and perceptions based on Expectancy Disconfirmation Theory and by using the Importance Performance Analysis (IPA) method to provide service improvement recommendations. This quantitative study employed an analysis of identically similar characteristics of paired Expectation and Perception 84 patients, using a questionnaire based on the World Health Organization’s seven service quality dimensions. The findings reveal a negative gap between expectation scores (mean = 3.21, CI Lower Bound = 3.0204, Upper Bound = 3.3956) and perception scores (mean = 2.75, CI Lower Bound = 2.5008, Upper Bound = 2.9962). The Wilcoxon Signed Rank Test showed a significant difference (p-value < 0.05) between expectations and perceptions. The IPA analysis indicated that priority service attributes that need to be improved include the availability of waiting chairs, accuracy and speed, attention and empathy, and service discrimination. These results suggest that outpatient registration services in public hospitals have not fully met patient expectations. Therefore, improving service quality in several key attributes is crucial to enhancing patient satisfaction.

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Bahasa Abstract

Pelayanan pendaftaran rawat jalan merupakan titik kritis pengalaman pasien di rumah sakit. Ketidaksesuaian antara ekspektasi dan kenyataan pelayanan dapat memengaruhi kepuasan. Rumah sakit pemerintah masih menghadapi keluhan terkait proses pendaftaran, seperti antrian panjang, informasi yang tidak jelas, dan fasilitas tunggu yang kurang memadai. Penelitian ini bertujuan untuk mengetahui kepuasan pasien terhadap pelayanan pendaftaran rawat jalan dengan membandingkan ekspektasi dan persepsi berdasarkan teori Expectancy Disconfirmation dan menggunakan metode Importance Performance Analysis (IPA) untuk rekomendasi perbaikan pelayanan. Penelitian kuantitatif ini dirancang dengan desain studi analitik pengukuran ekspektasi dan persepsi berpasangan terhadap 84 pasien yang sama menggunakan kuesioner berbasis tujuh dimensi pelayanan dari World Health Organization. Hasil penelitian ditemukan adanya kesenjangan negatif antara skor ekspektasi (mean = 3,21, CI Lower Bound = 3,0204, Upper Bound = 3,3956) dan persepsi (mean = 2,75, CI Lower Bound = 2,5008, Upper Bound = 2,9962). Uji Wilcoxon menunjukkan perbedaan signifikan (p-value < 0,05) antara ekspektasi dan persepsi. Analisis IPA menunjukkan bahwa atribut pelayanan yang prioritas perlu diperbaiki meliputi ketersediaan kursi tunggu, akurasi dan kecepatan, perhatian dan empati, serta diskriminasi pelayanan. Hasil yang didapat menunjukkan pelayanan pendaftaran rawat jalan di rumah sakit pemerintah belum sepenuhnya memenuhi harapan pasien. Oleh karena itu, peningkatan kualitas pelayanan di beberapa atribut pelayanan sangat penting untuk dilakukan meningkatkan kepuasan pasien.

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