HUBUNGAN KUALITAS PELAYANAN PERSALINAN DENGAN KEPUASAN IBU BERSALIN DIRUMAH SAKIT

ABSTRAK

Mutu pelayanan kesehatan berperan penting dalam membangun reputasi institusi pelayanan kesehatan di masyarakat. Sangat penting bagi ibu hamil untuk mendapatkan pelayanan dari tenaga profesional, agar perkembangan kondisi mereka dapat dipantau dengan baik. Tingginya angka kematian ibu dan bayi serta pentingnya kepuasan pasien dalam menilai kualitas pelayanan persalinan. Meningkatkan angka persalinan normal juga berarti mengurangi angka tindakan SC (Sectio Caesarea). Rumah Sakit TK III dr. Bratanata Jambi menghadapi tantangan dalam mempertahankan pasien bersalin, sehingga diperlukan peningkatan mutu pelayanan untuk memberikan rekomendasi perbaikan kualitas pelayanan dan meningkatkan derajat kesehatan ibu dan anak. Penelitian ini bertujuan untuk menganalisis hubungan kualitas pelayanan persalinan dengan kepuasan ibu bersalin. Pendekatan penelitian menggunakan metode kuantitatif dengan desain cross sectional. Penelitian dilakukan di Rumah Sakit TK III dr. Bratanata Jambi dilaksanakan dari tangga 16 Januari 2026 sampai tanggal 28 Februari 2025. Populasi pada penelitian berjumlah 978 pasien bersalin. Sampel penelitian berjumlah 68 responden pasien bersalin yang dipilih menggunakan teknik purposive sampling. Data dikumpulkan melalui kuesioner, kemudian dianalisis menggunakan metode asosiasion rule dengan algoritma corelation matrix dengan bantuan AI Studio 2024.0.3. Hasil analisis menunjukkan bahwa kualitas pelayanan berpengaruh signifikan terhadap kepuasan peayanan persalinan dengan nilai korelasi Empathy (0,392), Responsiveness (0,359), Reliability (0,216), tangible (0,204) dan Assurance (0,020) . Uji simultan (uji F) mengonfirmasi bahwa kualitas pelayanan persalinan berpengaruh terhadap kepuasan ibu bersalin (nilai F hitung = 14,0599, p < 0,05). Setiap dimensi dari kualitas pelayanan memiliki hubungan dengan kepuasan pelayanan persalinan dirumah sakit. Rumah Sakit perlu mengembangkan pelatihan soft skills berkelanjutan untuk tenaga kesehatan, merancang ulang alur pelayanan persalinan untuk meningkatkan kecepatan respon dan rasio perawat.
Kata Kunci: Kualitas Pelayanan Persalinan, kepuasan pelayanan, Rumah Sakit, Corelation Matrix

ABSTRACT

The quality of healthcare services plays a crucial role in shaping the reputation of healthcare institutions within the community. It is essential for pregnant women to receive care from professional health workers to ensure that their conditions are properly monitored. The high maternal and infant mortality rates, along with the significance of patient satisfaction in evaluating the quality of maternity services, highlight the need for improvement. Increasing the rate of normal deliveries also contributes to the reduction of Caesarean section (C-section) procedures. TK III Dr. Bratanata Hospital in Jambi faces challenges in retaining maternity patients, making service quality improvement necessary to provide recommendations for better healthcare delivery and to enhance maternal and child health outcomes. This study aims to analyze the relationship between the quality of maternity services and maternal satisfaction. A quantitative approach with a cross-sectional design was employed. The research was conducted at TK III Dr. Bratanata Hospital in Jambi from January 16, 2025, to February 28, 2025. The population consisted of 978 maternity patients, and a sample of 68 respondents was selected using purposive sampling. Data were collected through questionnaires and analyzed using the association rule method with a correlation matrix algorithm, supported by AI Studio version 2024.0.3. The results indicate that service quality significantly influences maternal satisfaction, with correlation values for Empathy (0.392), Responsiveness (0.359), Reliability (0.216), Tangibles (0.204), and Assurance (0.020). The simultaneous test (F-test) confirmed that the quality of maternity services significantly affects maternal satisfaction (F-value = 14.0599, p < 0.05). Each service quality dimension was found to have a relationship with satisfaction in maternity care. The hospital is recommended to implement continuous soft skills training for healthcare workers and to redesign the maternity service flow to improve response time and nurse-to-patient ratios.

Keywords:Maternity Service Quality, Service Satisfaction, Hospital, Correlation Matrix