Determinants of Health Service Quality in Health Service Institutions in The Era of The Regional Public Service Agency (BLUD): Systematic Literature Review
DOI:
https://doi.org/10.38035/snefr.v2i2.832Kata Kunci:
Quality of Health Services, BLUD, Quality of Service, Systematic Literature Review, PRISMAAbstrak
The quality of health services is an important indicator in assessing the success of health services in health service institutions in the era of the Regional Public Service Agency (BLUD). This study aims to analyze the determinants of health service quality through the Systematic Literature Review (SLR) approach of the PRISMA method. Articles were searched on Google Scholar, PubMed, ScienceDirect, and Garuda databases with a publication range of 2020–2025 using keywords related to health service quality and BLUD. The results of the identification obtained 1,377 articles, then a screening and selection process was carried out until 10 articles were analyzed. The results of the study show that the main determinants of health service quality include the implementation of BLUD, the competence of health human resources, infrastructure, administrative systems, service digitization, and patient satisfaction. The competence of health workers is the most dominant factor in improving the quality of services. This study concludes that improving the quality of health services requires strengthening management, human resources, service facilities, and technology-based service systems.
Referensi
Andrian, H., Paramarta, V., Kosasih, K., & Yuliaty, F. (2025). Strategi peningkatan mutu pelayanan kesehatan dan kinerja petugas kesehatan yang berdampak pada kepuasan pasien di layanan kesehatan: Systematic literature review. Jurnal Ners, 9(3), 1–12.
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2017). Determinants of patient satisfaction: A systematic review. Perspectives in Public Health, 137(2), 89–101. https://doi.org/10.1177/1757913916634136
Darus, M., & Hartono, B. (2023). Perencanaan mutu pelayanan kesehatan dalam meningkatkan kualitas pelayanan kesehatan: Systematic literature review. Jurnal Ilmiah Kesehatan Indonesia, 2(1), 45–56.
Donabedian, A. (1966). Evaluating the quality of medical care. The Milbank Quarterly, 44(3), 166–206.
Donabedian, A. (1980). The definition of quality and approaches to its assessment. Ann Arbor, MI: Health Administration Press.
Donabedian, A. (1988). The quality of care: How can it be assessed? Journal of the American Medical Association, 260(12), 1743–1748. https://doi.org/10.1001/jama.1988.03410120089033
Doyle, C., Lennox, L., & Bell, D. (2013). A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open, 3(1), e001570. https://doi.org/10.1136/bmjopen-2012-001570
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), 45–57. https://doi.org/10.55606/jurrike.v2i1.1045
Humayrah, S., et al. (2023). Literatur review evaluasi implementasi kebijakan badan layanan umum daerah (BLUD) terhadap kinerja pelayanan kesehatan. Jurnal Keperawatan dan Kesehatan Masyarakat, 11(2), 88–97.
Kementerian Kesehatan Republik Indonesia. (2022). Standar pelayanan minimal bidang kesehatan. Jakarta: Kementerian Kesehatan Republik Indonesia.
Latifah, P., Nurkaidah, N., & Tompo, N. (2024). Sistem pelayanan kesehatan di BLUD RS H.M Djafar Harun Kabupaten Kolaka Utara. Publician: Journal of Public Service, Public Policy, and Administration, 3(2), 55–66. https://doi.org/10.56326/jp.v3i2.3577
Lee, D. (2017). HEALTHQUAL: A multi-item scale for assessing healthcare service quality. Service Business, 11(3), 491–516. https://doi.org/10.1007/s11628-016-0317-2
Mosadeghrad, A. M. (2014). Factors influencing healthcare service quality. International Journal of Health Policy and Management, 3(2), 77–89. https://doi.org/10.15171/ijhpm.2014.65
Page, M. J., McKenzie, J. E., Bossuyt, P. M., Boutron, I., Hoffmann, T. C., Mulrow, C. D., et al. (2021). The PRISMA 2020 statement: An updated guideline for reporting systematic reviews. BMJ, 372, n71. https://doi.org/10.1136/bmj.n71
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Pradana, R., et al. (2025). Korelasi jumlah kunjungan pasien terhadap pendapatan BLUD pada institusi pelayanan kesehatan. JUMANJI, 5(1), 21–30.
Prasetia, A., Beddu, E., Buwana, G. A. A. W., Rochmawati, T., & Paramarta, V. (2024). Pengaruh rekam medis elektronik terhadap mutu pelayanan pada fasilitas pelayanan kesehatan: Systematic literature review. Jurnal Kesehatan Tambusai, 5(3), 455–468. https://doi.org/10.31004/jkt.v5i3.30627
Republik Indonesia. (2005). Peraturan Pemerintah Nomor 23 Tahun 2005 tentang Pengelolaan Keuangan Badan Layanan Umum. Jakarta: Pemerintah Republik Indonesia.
Septiana, A. P., Pujiyanto, T. I., & Hastuti, W. (2026). Studi fenomenologi pengembangan implementasi layanan BLUD berbasis teori sistematis kesehatan Donabedian di institusi pelayanan kesehatan. Jurnal Ners, 10(1), 1754–1760. https://doi.org/10.31004/jn.v10i1.54151
Setiawan, M. D., Fauziah, F., Edriani, M., & Gurning, F. P. (2022). Analisis mutu pelayanan kesehatan program JKN: A systematic review. Jurnal Pendidikan Tambusai, 6(2), 10211–10220. https://doi.org/10.31004/jptam.v6i2.4456
Sfantou, D. F., Laliotis, A., Patelarou, A. E., Sifaki-Pistolla, D., Matalliotakis, M., & Patelarou, E. (2017). Importance of Leadership Style Towards Quality of Care Measures in Healthcare Settings: A Systematic Review. Healthcare, 5(4), 73. https://doi.org/10.3390/healthcare5040073
World Health Organization. (2020). Quality health services: A planning guide. Geneva: World Health Organization.
Unduhan
Diterbitkan
Cara Mengutip
Terbitan
Bagian
Lisensi
Hak Cipta (c) 2026 Siti Aisyah Nuraeni, Aden Aulia Rahman, Gugum Ahmad Suandana, Cepi Hermansyah, Rosa Eka Putri
Artikel ini berlisensi Creative Commons Attribution 4.0 International License.
![](<p><a%20title="call reviewer" href="https://forms.gle/D5QiZGFm3autZPui8" target="_blank" rel="noopener"><img class="col-xs-12" src="/public/site/images/admin-dinasti/call-rev1.png" /></a></p>)
