Pengaruh Perilaku Caring terhadap Kualitas Pelayanan dalam Upaya Peningkatan Kepuasan Pasien di Unit Hemodialisa
Keywords:
kepuasan pasien, kualitas pelayanan, pelayanan keperawatan, perilaku caring, unit hemodialisaAbstract
Penyakit ginjal kronik (PGK) merupakan masalah kesehatan global dengan prevalensi yang terus meningkat. Hemodialisis menjadi modalitas terapi utama yang memerlukan interaksi intensif dan jangka panjang antara perawat dan pasien. Penelitian ini bertujuan menganalisis pengaruh perilaku caring terhadap kualitas pelayanan dalam upaya peningkatan kepuasan pasien di Unit Hemodialisa RSI Siti Hajar Sidoarjo. Penelitian menggunakan desain cross-sectional kuantitatif dengan populasi 120 pasien hemodialisis rutin dan sampel 108 responden mengunakan teknik sampling purposive sampling. Instrumen penelitian menggunakan Caring Behaviors Inventory (CBI), SERVQUAL, dan Dialysis Patient Satisfaction Questionnaire (DPSQ) yang telah teruji valid dan reliabel pada penelitian sebelumnya. Analisis data menggunakan uji chi-square dan regresi logistik ordinal Hasil menunjukkan perilaku caring perawat dipersepsikan baik (71,3%–85,2%), kualitas pelayanan baik (74,1%–85,2%), dan kepuasan pasien positif dengan variasi antar dimensi. Terdapat hubungan sangat signifikan antara perilaku caring dengan kualitas pelayanan (chi-square=52,748; p=0,000; r=0,699), perilaku caring dengan kepuasan pasien (chi-square=52,748; p=0,000; r=0,699), dan hubungan terkuat antara kualitas pelayanan dengan kepuasan pasien (chi-square=62,205; p=0,000; r=0,759). Analisis jalur menghasilkan Nagelkerke R2=0,893, mengonfirmasi kualitas pelayanan sebagai variabel mediating antara perilaku caring dan kepuasan pasien.
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