Hubungan Responsiveness (Daya Tanggap) dan Empathy (Empati) Terhadap Kepuasan Pelayanan Pada Ibu Hamil

Abstrak

Patient satisfaction is one of the primary indicators used to assess the quality of healthcare services. A high level of patient satisfaction reflects that the healthcare services provided have met patients' expectations, whereas dissatisfaction indicates a gap between the services received and those expected. In midwifery services, the satisfaction of pregnant women is influenced not only by the success of clinical interventions but also by the quality of interactions between healthcare providers and patients throughout the service process. This study aimed to determine the relationship between responsiveness and empathy and service satisfaction among pregnant women. This study employed a quantitative approach with a cross-sectional design. The study population consisted of all third-trimester pregnant women who received antenatal care at Megang Community Health Center (Puskesmas Megang), Lubuklinggau City. A total of 47 third-trimester pregnant women who received healthcare services at the health center were selected as the study sample. The findings revealed that 25 respondents (53.2%) were satisfied with the healthcare services, while 22 respondents (46.8%) reported dissatisfaction. Statistical analysis showed a p-value of 0.002 (<0.05), indicating a significant relationship between responsiveness and patient satisfaction. Furthermore, the p-value for empathy was 0.000 (<0.05), indicating a significant relationship between empathy and patient satisfaction. It can be concluded that there is a statistically significant relationship between responsiveness and empathy and the satisfaction of pregnant women receiving healthcare services at Megang Community Health Center, Lubuklinggau City.