Kualitas Pelayanan sebagai Jembatan antara Akreditasi dan Kepercayaan Publik Rumah Sakit
DOI:
https://doi.org/10.35870/emt.v10i3.6333Keywords:
Quality of Service, Accreditation, Public Trust and Hospital ImageAbstract
This study aims to analyze the effect of accreditation of the Zaenal Abidin Pagar Alam Regional General Hospital (RSUD) in Way Kanan Regency on public image and trust, with service quality as a mediating variable. The background of this study is based on the phenomenon of a decrease in the number of outpatients and inpatients over the past six months even though the hospital has obtained Plenary accreditation. This study uses a quantitative approach with a causal research type. A sample of 100 respondents was obtained through accidental sampling technique. Data collection was carried out using a questionnaire, while data analysis used SmartPLS 3 through validity and reliability testing, as well as path analysis to determine direct and indirect effects.
Downloads
References
Andayani, M. (2021). Pengaruh kualitas pelayanan dan disiplin kerja terhadap kepuasan pasien rawat inap pada Rumah Sakit Umum Daerah Kabupaten Lahat. Motivasi, 6(1), 11–21.
Anfal, A. (2020). Pengaruh kualitas pelayanan dan citra rumah sakit terhadap tingkat kepuasan pasien rawat inap Rumah Sakit Umum Sundari Medan tahun 2018. Excellent Midwifery Journal, 3(2), 1–19. https://doi.org/10.55541/emj.v3i2.130.
Basalamah, K. F., Ahri, R. A., & Multazam, M. (2022). Pengaruh citra dan kualitas layanan terhadap kepuasan dan minat kembali pasien pada Rumah Sakit Umum Daerah Kota Makassar. An Idea Health Journal, 1(2), 81–91. https://doi.org/10.53690/ihj.v1i02.41.
Effendi, E. (2018). Pengaruh kinerja manajemen mutu, manajemen pemasaran dan audit internal terhadap akreditasi pelayanan rumah sakit swasta di Pekan Baru. Jurnal Kompetitif, 7(2), 17–34.
Eftitah, E., Martini, N. N. P., Susbiyani, A., & Herlambang, T. (2023). Pengaruh kepuasan dan citra rumah sakit terhadap kepercayaan dan loyalitas pasien. Relasi: Jurnal Ekonomi, 19(1), 69–88. https://doi.org/10.31967/relasi.v19i1.663.
Fachrurrozi, A., Prayogo, D. A., & Mulyanti, D. (2023). Strategi peningkatan mutu pelayanan kesehatan di rumah sakit: Systematic literature review. Jurnal Riset Rumpun Ilmu Kedokteran, 2(1), 123–134. https://doi.org/10.55606/jurrike.v2i1.1045.
Fitriani, E., Afandi, D., Herniwanti, H., Rany, N., & Jepisah, D. (2024). Penerapan indikator nasional mutu (INM) untuk peningkatan mutu pelayanan dalam pencapaian standar akreditasi rumah sakit di RSUD Bangkinang. Jurnal Kreativitas Pengabdian kepada Masyarakat (PKM), 7(2), 517–529. https://doi.org/10.33024/jkpm.v7i2.12278.
Ismaya, S. B., & Kurniawan, I. (2019). Pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan pelanggan pada Klinik Hewan Pet Smile. Jurnal Administrasi dan Manajemen, 9(2), 186–191.
Kusumawardhani, O. B. (2021). Pemahaman akreditasi dan karakteristik individu terhadap kinerja karyawan rumah sakit. Jurnal Manajemen Dayasaing, 23(1), 51–58. https://doi.org/10.23917/dayasaing.v23i1.13939.
Megawati, T. H., Trigono, A., & Prapanca, Y. (2025). Pengaruh nilai akreditasi rumah sakit terhadap persepsi kualitas pelayanan pada pasien di Poliklinik Rawat Jalan Penyakit Dalam RS Bhayangkara Palembang. Jurnal Manajemen dan Administrasi Rumah Sakit Indonesia (MARSI), 9(3), 355–367. https://doi.org/10.52643/marsi.v9i3.6640.
Miandi, R. K., & Peristiowati, Y. (2022). Pengaruh akreditasi untuk meningkatkan mutu pelayanan dan keselamatan pasien di rumah sakit: Studi sistematik review. Jurnal Ilmiah Perekam dan Informasi Kesehatan Imelda (JIPIKI), 7(1), 80–87. https://doi.org/10.52943/jipiki.v7i1.712.
Milania, V. P., Fauzi, A. A., & Rihtianti, L. A. (2025). Pengaruh akreditasi rumah sakit terhadap patient safety culture: Literature review. Media Kesehatan Masyarakat Indonesia, 24(1), 41–49. https://doi.org/10.14710/mkmi.24.1.41-49.
Puspita, L., Sasmita, E. M., & Sari, B. (2020). Pengaruh lokasi, citra rumah sakit, dan kualitas pelayanan terhadap keputusan memilih RSUD Pasar Minggu. Jurnal IKRAITH-Ekonomika, 2(3), 64–73.
Rinjani, V., & Triyanti, E. (2016). Analisis efisiensi penggunaan tempat tidur per ruangan berdasarkan indikator Depkes dan Barber Johnson di Rumah Sakit Singaparna Medika Citrautama Kabupaten Tasikmalaya triwulan I tahun 2016. Jurnal Manajemen Informasi Kesehatan Indonesia, 2.
Rosita, N. P. I., Wijaya, I. W. S., & Mutiarahati, N. L. A. C. (2023). Strategi manajemen rumah sakit dalam meningkatkan kualitas pelayanan pasien. Jurnal Abdi Mahosada, 1(2), 28–35. https://doi.org/10.54107/abdimahosada.v1i2.191.
Ruriyansi, R., & Kosasih, K. (2024). Persepsi perawat terhadap dampak dari akreditasi dan hubungannya dengan mutu pelayanan kesehatan. Indonesian Research Journal on Education, 4(4), 466–477.
Rusandy, D. S. (2016). Pengaruh kualitas pelayanan dan kepercayaan terhadap kepuasan pasien rawat inap. JMK, 1(3).
Sari, D. (2017). Pengaruh kualitas pelayanan terhadap kepuasan pasien di Rumah Sakit “X”. Jurnal Ilmiah Kesehatan Media Husada, 6(1), 151–158. https://doi.org/10.33475/jikmh.v6i1.71.
Sediawan, M. L. (2022). Kepercayaan pasien terhadap layanan kesehatan: Suatu studi tinjauan sistematis. Jurnal Ilmiah Kesehatan Media Husada, 11(1), 71–83. https://doi.org/10.33475/jikmh.v11i1.283.
Setianingsih, A., & Susanti, A. S. (2021). Pengaruh kualitas pelayanan kesehatan terhadap kepuasan pasien di Rumah Sakit “S”. Jurnal Menara Medika, 4(1), 22–27.
Solehudin, S., & Sihura, S. S. G. (2023). Pengaruh akreditasi terhadap peningkatan mutu pelayanan rumah sakit. Jurnal Medika Husada, 3(1), 25–36. https://doi.org/10.59744/jumeha.v3i1.38.
Syahdilla, I., Sonia, P., Faradiba, R., Mulyani, S., Pasyah, Y., & Agustina, D. (2023). Analisis pengaruh kualitas pelayanan terhadap kepuasan pasien di rumah sakit Sumatera Utara. Transformasi Manageria: Journal of Islamic Education Management, 3(2), 429–438. https://doi.org/10.47467/manageria.v3i2.2632.
Tobing, A. M. P. L. (2016). Faktor-faktor yang mempengaruhi customer loyalty pasien di Rumah Sakit Santo Borromeus Bandung dengan metode structural equations model. Jurnal Administrasi Bisnis, 12(1).
Widjaja, G. (2025). Peran dan fungsi akreditasi dalam menjamin tanggung jawab hukum rumah sakit terhadap layanan kesehatan. Jurnal Tana Mana, 6(2), 51–56.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Asep Tri Widodo, Haninun Haninun
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1. Copyright Retention and Open Access License
Authors retain copyright of their work and grant the journal non-exclusive right of first publication under the Creative Commons Attribution 4.0 International License (CC BY 4.0).
This license allows unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
2. Rights Granted Under CC BY 4.0
Under this license, readers are free to:
- Share — copy and redistribute the material in any medium or format
- Adapt — remix, transform, and build upon the material for any purpose, including commercial use
- No additional restrictions — the licensor cannot revoke these freedoms as long as license terms are followed
3. Attribution Requirements
All uses must include:
- Proper citation of the original work
- Link to the Creative Commons license
- Indication if changes were made to the original work
- No suggestion that the licensor endorses the user or their use
4. Additional Distribution Rights
Authors may:
- Deposit the published version in institutional repositories
- Share through academic social networks
- Include in books, monographs, or other publications
- Post on personal or institutional websites
Requirement: All additional distributions must maintain the CC BY 4.0 license and proper attribution.
5. Self-Archiving and Pre-Print Sharing
Authors are encouraged to:
- Share pre-prints and post-prints online
- Deposit in subject-specific repositories (e.g., arXiv, bioRxiv)
- Engage in scholarly communication throughout the publication process
6. Open Access Commitment
This journal provides immediate open access to all content, supporting the global exchange of knowledge without financial, legal, or technical barriers.
