Khalda Hisanah, - and Afianti Sulastri, - and Asih Purwandari Wahyoe Puspita, - (2025) ANALISIS KINERJA PERAWAT TERHADAP MUTU PELAYANAN DI FASILITAS KESEHATAN. S1 thesis, Universitas Pendidikan Indonesia.
Abstract
Pendahuluan: Kinerja perawat merupakan salah satu elemen penting dalam menjamin mutu pelayanan di fasilitas kesehatan. Kinerja yang optimal diharapkan mampu menciptakan pelayanan yang berkualitas dan berorientasi pada kepuasan pasien. Mutu pelayanan sering kali diukur melalui persepsi pasien terhadap dimensi pelayanan seperti keandalan, ketanggapan, jaminan, empati, dan bukti fisik. Tujuan: Penelitian ini bertujuan untuk menganalisis hubungan antara kinerja perawat dan mutu pelayanan di fasilitas kesehatan di Kota Cimahi. Metode Penelitian: Penelitian ini menggunakan pendekatan kuantitatif dengan desain deskriptif analitik dan metode cross sectional. Sampel terdiri dari 104 responden yang dipilih dengan teknik purposive sampling. Instrumen yang digunakan berupa kuesioner kinerja perawat (12 butir, 6 dimensi) dan mutu pelayanan berbasis SERVQUAL (20 butir, 5 dimensi) yang telah diuji validitas dan reliabilitasnya. Hasil dan Pembahasan: Hasil penelitian menunjukkan mayoritas responden menilai kinerja perawat dalam kategori baik, terutama pada aspek kejujuran, kolaborasi, kesopanan, dan kecepatan. Sementara itu, mutu pelayanan juga cenderung dinilai baik, dengan dimensi tanggung jawab dan kepercayaan mendominasi. Namun demikian, dimensi empati dan perhatian masih dinilai kurang optimal. Analisis menunjukkan adanya hubungan yang signifikan antara kinerja perawat dan mutu pelayanan. Simpulan: Kinerja perawat memiliki pengaruh yang signifikan terhadap mutu pelayanan keperawatan. Perbaikan kinerja perawat khususnya dalam aspek empati dan komunikasi interpersonal perlu menjadi fokus sehingga meningkatkan mutu pelayanan di fasilitas kesehatan. Kata kunci: Fasilitas Kesehatan, Kinerja Perawat, Mutu Pelayanan, Pelayanan Keperawatan. Introduction: Nurse performance is a critical component in ensuring the quality of services provided in healthcare facilities. Optimal performance is expected to contribute to high-quality services the improved patient satisfaction. Service quality is often assessed based on patient perceptions of several dimensions such as reliability, responsiveness, assurance, empathy, and tangibles. Objective: This study aims to analyze the relationship between nurse performance and the quality of healthcare services in healthcare facilities in Cimahi City. Research Methods: This research employed a quantitative approach using a descriptive-analytic design and a cross-sectional method. A total of 100 respondents were selected through purposive sampling. The instruments used were a nurse performance questionnaire (12 items, 6 dimensions) and a service quality questionnaire based on SERVQUAL (20 items, 5 dimensions), both of which had been tested for validity and reliability. Results and Discussion: The results showed that most respondents rated nurses’ performance as good, especially in terms of honesty, collaboration, politeness, and promptness. Likewise, the quality of service was also rated positively, particularly in a dimensions of assurance and reliability. However, empathy and attentiveness were still perceived as less optimal. The analysis indicated a significant relationship between nurses’ performance and service quality. Conclusion: Nurses’ performance has a significant influence on the quality of nursing services. Improving nurse performance—especially in aspects of empathy and interpersonal communication—should be a priority to enhance service quality in healthcare facilities. Keywords: Healthcare Facilities, Nursing Care, Nurse Performance, Service Quality.
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| Item Type: | Thesis (S1) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=id&user=CcizbnQAAAAJ ID SINTA Dosen Pembimbing Afianti Sulastri: 5994273 Asih Purwandari Wahyoe Puspita: 6736204 |
| Uncontrolled Keywords: | Fasilitas Kesehatan, Kinerja Perawat, Mutu Pelayanan, Pelayanan Keperawatan. Healthcare Facilities, Nursing Care, Nurse Performance, Service Quality |
| Subjects: | R Medicine > RA Public aspects of medicine R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine R Medicine > RT Nursing |
| Divisions: | Fakultas Pendidikan Olahraga dan Kesehatan > S1 Keperawatan |
| Depositing User: | Khalda Hisanah |
| Date Deposited: | 13 Aug 2025 09:31 |
| Last Modified: | 13 Aug 2025 09:31 |
| URI: | http://repository.upi.edu/id/eprint/135158 |
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