INDEKS KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN KESEHATAN DI RSUD dr. ZAINOEL ABIDIN BANDA ACEH
| Main Authors: | , Ismuhar, , dr. Lutfan Lazuardi, M.Kes, Ph.D. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2013
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/121335/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=61418 |
Daftar Isi:
- Background: dr. Zainoel Abidin District Hospital is one of the public hospital provides outpatient and inpatient healthcare services. The growing public demand for better services in the field of health represents a consequence which must be addressed by this institution in line with its duties and functions as a public service. This research is intended to identify the index of public satisfaction on the service quality provided by dr. Zainoel Abidin District Hospital, Banda Aceh. Objective: This research aimed at analyzing the service quality to determine the value of public satisfaction index, and determining the appropriateness of the health personnel�s performance to the degree of public interest as the users of the health service in dr. Zainoel Abidin District Hospital, Banda Aceh. Method: The research applied a case study design and descriptive quantitative method which was supported by qualitative method in interviewing the health personnel. The sampling technique employed simple random sampling. The number of samples participated in the research was 150 respondents, and 10 health personnel. The data analysis technique has been in accordance with the regulation of Kep.Men.Pan No.Kep/25/M.Pan/2/2004,in addition to the combination of cartesian diagram. Result: The fourteen elements of services showed that the quality of service in dr. Zainnoel Abidin District Hospital, Banda Aceh lied in good category. The quality of inpatient care was better than the quality of outpatient one. The value of Public Satisfaction Index (HPI) on the service quality was 73.6 along with B service quality and good performance. The performance of the personnel corresponded to the public expectations ( 89.14%). Based on Cartesian diagram, the prioritized service elements were clarity in the health personnel, personnel discipline, and equity in acessing services. While the service element that needs to be sustained achievement that politeness and friendliness of service personnel, environmental comfort, and security services. Conclusion: The service quality provided by dr. Zainoel Abidin District Hospital Banda is generally good. The service elements that should be prioritized are the health personnel discipline, especially those in outpatient units and equity in providing services to the public.