Kualitas pelayanan terhadap kepuasan pasien rawat jalan menggunakan metode servqual di Puskesmas Tawangrejo

Author(s): Intan Septyaningrum, Riska Ratnawati, Retno Widiarini
DOI: 10.30867/gikes.v5i2.1467

Abstract

Background: Based on the minimum service standard that must be achieved, namely ≥ 90%, however the level of patient satisfaction has not yet reached the Minimum Service Standard (SPM) of 84,98 and there are several complaints from several patients regarding health services, there are still officers who are less friendly and polite to patients and lack of health center staff.

Objective: The research aims to analyze the influence of service quality on outpatient satisfaction using the servqual method.

Method: This research uses a cross sectional study design. The total sample was 96 respondents with a sampling technique using Proportional Random Sampling. The research location was carried out at the Tawangrejo Community Health Center in 2023. Data collection used a questionnaire and was based on patient visit data. Data processing uses editing, coding and data entry. Analysis used univariate and bivariate analysis with chi-square test using SPSS 16,0

Results: The results of data processing using the Chi-Square test show that the p value is 0,040 < α = 0,005, showing a PR value of 2,759 and a value (95% CI = 1,134 – 6,711) which means there is a relationship between service quality and outpatient satisfaction. in the Tawangrejo Community Health Center Working Area.

Conclusion: There is an influence between service quality on outpatient satisfaction in the Tawangrejo Community Health Center Working Area. It is hoped that the suggestions given by the Tawangrejo Community Health Center can further maintain and improve the quality of services that have been provided so far and immediately improve patient complaints.

Keywords

Service Quality, Patient Satisfaction, Outpatient Care

Keywords

Public Health

Full Text:

PDF

References

Anjayati, S. (2021). Review artikel: Analisis kualitas pelayanan terhadap kepuasan pasien di puskesmas menggunakan metode servqual. Nursing Care and Health Technology Journal (NCHAT), 1(1), 31–38. https://doi.org/10.56742/nchat.v1i1.7

Apriani, R., & Nurcahyo, G. W. (2021). Tingkat kepuasan pasien RSIA Siti Hawa dalam upaya peningkatan kualitas pelayanan menggunakan metode service quality (SERVQUAL). Jurnal Sistim Informasi Dan Teknologi, 3, 150–155. https://doi.org/10.37034/jsisfotek.v3i3.59

Asmin, N., & Sabil, F. A. (2022). Nurlin hubungan kualitas pelayanan kesehatan dengan kepuasan pasien di RSUP Dr. Tadjuddin Chalid Makassar. JIMPK: Jurnal Ilmiah Mahasiswa & Penelitian Keperawatan, 2(2), 280–287.

Eikasari, R., Pradana, M. S., Adriansyah, G., Prasnowo, M. A., Rodli, A. F., & Hidayat, K. (2017). Analisis kuialitas peilayanan puiskeismas deingan meitodei seirvquial. Juirnal Daruissalam: Juirnal Peindidikan, Komuinikasi Dan Peimikiran Huikuim Islam, 9(1), 82. https://doi.org/10.30739/daruissalam.v9i1.118

Fristiohady, A., Fitrawan, L. O. M., Pemudi, Y. D., Ihsan, S., Ruslin, R., Bafadal, M., Nurwati, N., & Ruslan, R. (2020). Analisis kualitas pelayanan terhadap kepuasan pasien rawat jalan di Puskesmas Puuwatu Kota Kendari menggunakan metode servqual. Jurnal Surya Medika, 6(1), 6–12. https://doi.org/10.33084/jsm.v6i1.1442

Mutia, C. S., & Rachmawati, R. (2020). Pengaruh modifikasi menu makanan lunak terhadap tingkat kepuasan pasien dan sisa makanan di Rumah Sakit Umum Daerah Meuraxa Banda Aceh. Jurnal SAGO Gizi Dan Kesehatan, 1(2), 152–158. https://doi.org/10.30867/gikes.v1i2.408

Santoso, T. (2021). Faktor-faktor yang berhubungan dengan kepuasan pasien dalam pelayanan kesehatan di Puskesmas Aur Beduri Kecamatan Nalo Tantan Kabupaten Merangin tahun 2021. Jurnal Kesehatan Dan Sains Terapan, 7(1), 1–6.

Setyaningsih, I. (2013). Analisis kualitas pelayanan rumah sakit terhadap pasien menggunakan pendekatan lean service dan service performance (LEAN SERVPERF) Studi Kasus Rumah Sakit X. Spektrum Industri, 11(2), 133. https://doi.org/10.12928/si.v11i2.1657

Sulamsih, S., Dwiyanto, Y., Purnama, A., Pudjiastuti, D. R., Maladewi, Ramdan, E. Y., Kristianingsih, Partini, Sari, R., Jiwanti, S., & Sukirah, U. (2022). Kepuasan pasien terhadap mutu pelayanan rawat inap covid-19 berdasarkan metode servqual. Journal of Management Nursing, 1(02), 38–45. https://doi.org/10.53801/jmn.v1i02.16

Sulastri, Litik, S. K. A., & Sirait, R. W. (2021). Hubungan antara mutu pelayanan kesehatan dengan kepuasan pasien rawat jalan di Puskesmas Lurasik Kabupaten Timor Tengah Utara. Jurnal Pangan Gizi Dan Kesehatan, 10(2), 94–107. https://doi.org/10.51556/ejpazih.v10i2.158

Suitinah, Ei., & Simamora, O. R. (2018). Meitodei fuizzy seirvquial dalam meinguikuir keipuiasan pasiein teirhadap kuialitas layanan BPJS keiseihatan. Juirnal Informatika, 5(1), 90–101. https://doi.org/10.31311/ji.v5i1.2944

Tawangrejo, UPTD Puskesmas. (2020). Profil Puskesmas Tawangrejo 2020. UPTD Puskesmas Tawangrejo.

Tawangrejo, UPTS Puskesmas. (2022). Profil Puskesmas 2022. UPTD Puskesmas Tawangrejo.

Ulkhaq, M. M., & Br. Barus, M. P. (2017). Analisis kepuasan pelanggan dengan menggunakan servqual: studi kasus layanan indihome PT. Telekomunikasi Indonesia, Tbk, Regional 1 Sumatera. Jurnal Sistem Dan Manajemen Industri, 1(2), 61. https://doi.org/10.30656/jsmi.v1i2.365

Yusra, Y. (2020). Hubungan kualitas pelayanan terhadap tingkat kepuasan pasien BPJS. Jurnal SAGO Gizi Dan Kesehatan, 1(2), 201–206. https://doi.org/10.30867/gikes.v1i2.416

DOI: http://dx.doi.org/10.30867/gikes.v5i2.1467

Refbacks

  • There are currently no refbacks.