Kualitas Layanan Rumah Sakit: Tinjauan Literatur Sistematis Berbasis Kerangka Teori Lovelock dan Implikasinya terhadap Kepuasan Pasien

Guruh Satriya; Mei Vita Ariyani; Mela  Azkiyah; Melina Budiarti; Mellynia Yuniarti; A Rohendi

doi:10.31004/riggs.v5i2.10414

Authors

Guruh Satriya Universitas Adhirajasa Reswara Sanjaya
Mei Vita Ariyani Universitas Adhirajasa Reswara Sanjaya
Mela Azkiyah Universitas Adhirajasa Reswara Sanjaya
Melina Budiarti Universitas Adhirajasa Reswara Sanjaya
Mellynia Yuniarti Universitas Adhirajasa Reswara Sanjaya
A Rohendi Universitas Adhirajasa Reswara Sanjaya

DOI:

https://doi.org/10.31004/riggs.v5i2.10414

Keywords:

Kualitas Layanan, Rumah Sakit, Lovelock, Flower of Service, Kepuasan Pasien, Tinjauan Literatur Sistematis

Abstract

Kualitas layanan merupakan determinan kritis kepuasan pasien dan keunggulan kompetitif rumah sakit. Penelitian ini menggunakan pendekatan Tinjauan Literatur Sistematis (TLS/SLR) dengan panduan PRISMA 2020 untuk memetakan, menganalisis, dan mensintesis temuan empiris mengenai kualitas layanan di rumah sakit berdasarkan kerangka teori Christopher Lovelock. Pencarian dilakukan pada empat database bereputasi (Google Scholar, Scopus, PubMed, ScienceDirect) dengan rentang publikasi 2015–2024. Dari 412 artikel yang diidentifikasi, sebanyak 75 studi memenuhi kriteria inklusi dan menjadi basis analisis. Hasil sintesis menunjukkan bahwa dimensi kualitas layanan menurut Lovelock, yakni layanan inti (core service), layanan fasilitasi (facilitating services), dan layanan peningkat (enhancing services) atau yang dikenal melalui metafora Bunga Layanan (Flower of Service), relevan dalam konteks rumah sakit, dengan empati, responsivitas, dan keandalan sebagai prediktor terkuat kepuasan pasien. Kesenjangan (gap) antara persepsi dan ekspektasi pasien paling sering ditemukan pada dimensi informasi, konsultasi, dan pengecualian layanan. Temuan ini memiliki implikasi manajerial dan kebijakan yang signifikan bagi pengelola rumah sakit di negara berkembang, termasuk Indonesia.

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