Kualitas Pelayanan Di Rumah Sakit : Sebuah Kajian Systematic Literature Review
Keywords:
Dimensi Pelayanan Kesehatan, Kepuasan Pasien, Kualitas Pelayanan, Rumah Sakit, Systematic Literature ReviewAbstract
Kualitas pelayanan rumah sakit merupakan faktor determinan dalam membentuk kepuasan dan loyalitas pasien, namun sintesis komprehensif terhadap perkembangan literatur terkini masih sangat terbatas. Penelitian ini bertujuan mengidentifikasi dimensi dominan, instrumen pengukuran, faktor penghambat dan pendorong, serta tren perkembangan penelitian kualitas pelayanan rumah sakit periode 2021–2025. Metode yang digunakan adalah Systematic Literature Review (SLR) dengan protokol PRISMA, melalui penelusuran basis data Google Scholar, PubMed, Scopus, ScienceDirect, ProQuest, Garuda, dan SINTA. Dari 480 artikel teridentifikasi, sebanyak 25 artikel memenuhi kriteria inklusi dan dianalisis menggunakan sintesis naratif serta penilaian kualitas CASP. Hasil menunjukkan bahwa dimensi reliability paling dominan, diikuti assurance, responsiveness, empathy, dan tangibles dalam kerangka SERVQUAL yang mendominasi 76% studi. Kepuasan pasien terbukti sebagai mediator kunci antara kualitas layanan dan loyalitas pasien. Faktor internal seperti disiplin kerja dan internal service quality turut berkontribusi signifikan terhadap mutu layanan. Indonesia mendominasi konteks geografis dengan 13 studi. Disimpulkan bahwa peningkatan reliability dan assurance harus diprioritaskan, evaluasi SERVQUAL perlu dilakukan berkala, dan penelitian lanjutan disarankan menggunakan desain longitudinal dengan cakupan geografis lebih luas serta mengeksplorasi variabel kontemporer seperti digital patient experience dan sensory marketing.
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