QUALITY ANALYSIS OF NURSING SERVICES TOWARDS INTERNAL DISEASE INPATIENT SATISFACTION AT THE PRIMA INDONESIA ROYAL HOSPITAL DURING THE COVID-19 PANDEMIC OF 2021

ANDRE JONATHAN SAMUEL GULTOM (2022) QUALITY ANALYSIS OF NURSING SERVICES TOWARDS INTERNAL DISEASE INPATIENT SATISFACTION AT THE PRIMA INDONESIA ROYAL HOSPITAL DURING THE COVID-19 PANDEMIC OF 2021 , TESIS, UNIVERSITAS PRIMA INDONESIA

ABSTRAK

The Covid-19 pandemic has caused a decrease in the number of patient visits and changes in service procedures for patients being treated to prevent transmission of Covid-19. This has an impact on decreasing patient satisfaction on service quality which includes physical evidence, reliability, responsiveness, assurance, and empathy. The purpose of this study was to analyze the quality of nursing services on the satisfaction of internal medicine inpatients during the Covid-19 pandemic

            This research is a quantitative analytic study with a cross sectional approach. The research was conducted at the Royal Prima Hospital, Medan. The research population was 285 people, the sample obtained was 166 people. Sampling by purposive sampling. Data analysis was univariate, bivariate with chi-square test, and multivariate with multiple logistic regression at 95% confidence level (a=0.05).

            The results showed that the quality of nursing services affected the satisfaction of inpatients for internal medicine at the Royal Prima Hospital Medan during the Covid pandemic including physical evidence (p = 0.000), reliability (p = 0.008), responsiveness (p = 0.001), and assurance. (p=0.000). While the factor that has no effect is empathy (p = 0.959). The physical evidence variable (tangibles) is the most dominant variable affecting the satisfaction of internal medicine inpatients during the Covid-19 pandemic with a value of Exp(B)/OR = 13,773. Patients who stated good physical evidence had a 13.7 times higher chance of being satisfied than patients who stated poor physical evidence.

            It is recommended that nurses at the Royal Prima Hospital Medan improve the quality of nursing services to patients by increasing the appearance of physical evidence, reliability, responsiveness, and assurance in serving hospitalized patients so as to increase patient satisfaction.

JURNAL

KATEGORI JURNAL	Jurnal Internasional
TAHUN JURNAL	2022
VOLUME JURNAL	3
NOMOR JURNAL	1
NAMA PENERBIT	International Journal of Health and Pharmaceutical (IJHP)
NOMOR ISSN/ISBN	2808-845X
LAMAN PENERBIT (URL)	https://ijhp.net
LAMAN ARTIKEL (URL)	https://ijhp.net/index.php/IJHP/article/view/138