Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas X Kota Jambi

Authors

  • Merry Christiani Nababan Program Studi Kesehatan Masyarakat, STIKES Harapan Ibu Jambi
  • Renny Listiawaty Program Studi Kesehatan Masyarakat, STIKES Harapan Ibu Jambi
  • Novi Berliana Program Studi Kesehatan Masyarakat, STIKES Harapan Ibu Jambi

DOI:

https://doi.org/10.22437/jkmj.v4i2.10565

Abstract

Abstrak

Kualitas pelayanan kesehatan sangat berhubungan erat dengan kepuasan. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan dan analisis (harapan dan kenyataan) kualitas pelayanan kesehatan di Puskesmas X Kota Jambi Tahun 2020. Penelitian ini merupakan penelitian deskriptif. Sampel penelitian berjumlah 96 orang. metode pengambilan sampel dengan accidental sampling. Penelitian dilakukan pada tanggal 3 Februari sampai dengan tanggal 8 Februari. Instrument penelitian ini menggunakan kuesioner. Analisis data yang digunakan adalah analisis univariat dan analisis Importance Performance Analysis (IPA) yakni dengan menggunakan Diagram Kartesius. Hasil penelitian diketahui tingkat kesesuain anatara kenyataan dan harapan berdasarkan lima dimensi mutu pada dimensi Kehandalan (Reliability) 97,3 %, dimensi Daya Tanggap (Responsiveness) 95,75 %, dimensi Jaminan (Assurance) 95,06 %, dimensi Empati (Emphaty) 93.18 % dan dimensi Bukti Fisik (Tangible) 95,94 %. Berdasarkan  hasil studi disarankan agar melakukan evaluasi secara rutin setiap 6 bulan, perbaikan dengan memberikan pelatihan dan kerjasama dengan petugas dalam peningkatan kualitas pelayanan yang berfokus pada kepuasan pasien. 

Kata Kunci: Kepuasan, Dimensi Mutu

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Published

2020-09-23

Issue

Vol. 4 No. 2 (2020): Vol. 4 - No. 2 - September 2020

Section

Articles

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  1. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).