Analisis Faktor-Faktor Internal yang Berkontribusi Terhadap Capaian Indeks Kepuasan Masyarakat pada Instalasi Rawat Inap RSUP Dr. Hasan Sadikin Bandung
DOI:
https://doi.org/10.54065/jss.6.4.2026.1699Keywords:
Community Satisfaction Index, Inpatient Installation, Internal Factors, Service Quality, HospitalAbstract
This study analyzes internal factors associated with the achievement of the Community Satisfaction Index (Indeks Kepuasan Masyarakat/IKM) in the Inpatient Installation of Dr. Hasan Sadikin General Hospital Bandung during 2021–2025. A descriptive approach combining quantitative and qualitative data was employed. The study involved 24 patients or primary patient companions, 17 nurses, 10 administrative staff, and one managerial informant, namely the Deputy Head of the Inpatient Installation. Data were collected through semi-structured questionnaires, interviews, non-participant observations, documentation of IKM reports, and a limited review of Google Reviews as contextual information. The primary data were cross-sectional and were not intended to establish causal relationships. Data were analyzed using descriptive tabulation of response tendencies, thematic coding, and source and technique triangulation. The results showed that IKM scores generally improved during 2021–2025 but fluctuated across semesters. Professionalism, staff responsiveness, and complaint handling were perceived positively, while administrative processes, waiting times, information clarity, interprofessional coordination, and supporting facilities remained areas requiring improvement. Internal factors consistently identified across data sources included workload, indications of work fatigue, remuneration, service information systems, and leadership and coordination. The findings imply that improving and sustaining IKM requires integrated internal service management, particularly through more efficient administrative and information processes, reliable information systems, stronger interprofessional coordination, periodic workload evaluation, and appropriate human resource management. These findings may serve as an organizational basis for prioritizing operational improvements at the inpatient-unit level and advocating cross-unit policies related to staffing, remuneration, technology infrastructure, and supporting facilities.
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