HUBUNGAN KUALITAS PELAYANAN DAN FASILITAS DENGAN KEPUASAN PASIEN DI PUSKESMAS LANDASAN ULIN TAHUN 2021

Aulia, Nur Rizka (2021) HUBUNGAN KUALITAS PELAYANAN DAN FASILITAS DENGAN KEPUASAN PASIEN DI PUSKESMAS LANDASAN ULIN TAHUN 2021. Diploma thesis, Universitas Islam Kalimantan MAB.

[img] Text
ARTIKEL NUR RIZKA AULIA(1).pdf

Download (517kB)

Abstract

Data WHO untuk Wilayah Asia Tenggara pada tahun 2018 menunjukkan bahwa sekitar 55% pengguna jasa pelayanan kesehatan merasa tidak puas terhadap pelayanan yang diberikan. Penelitian bertujuan mengetahui hubungan kualitas pelayanan dan fasilitas dengan kepuasan pasien di Puskesmas Landasan Ulin Tahun 2021. Metode penelitian survey analitik dengan pendekatan cross sectional. Populasi semua pasien yang berkunjung ke Puskesmas Landasan Ulin pada bulan Januari sampai April tahun 2021 sebanyak 3.820 orang. Sampel sebanyak 98 responden menggunakan teknik accidental sampling. Uji statistik menggunakan uji Chi Square Test. Hasil penelitian menunjukkan bahwa kepuasan pasien sebagian besar puas sebanyak 63 responden (64,3%). Dimensi bukti nyata (tangible) baik sebanyak 79 responden (80,6%), kehandalan (reliability) baik sebanyak 82 responden (83,7%), ketanggapan (responsiveness) baik sebanyak 76 responden (77,6%), jaminan (assurance) baik sebanyak 83 responden (84,7%), empati (empathy) baik sebanyak 81 responden (82,7%). Fasilitas lengkap sebanyak 65 responden (66,3%). Ada hubungan yang signifikan kualitas pelayanan dimensi bukti nyata (tangible) (p-value=0,002), kehandalan (reliability) (p-value=0,006), ketanggapan (responsiveness) (p-value=0,004) dengan kepuasan pasien di Puskesmas Landasan Ulin Tahun 2021. Tidak ada hubungan yang signifikan kualitas pelayanan dimensi jaminan (assurance) (p-value=0,503) dan empati (empathy) (p-value=0,056) dengan kepuasan pasien di Puskesmas Landasan Ulin Tahun 2021. Ada hubungan yang signifikan fasilitas dengan kepuasan pasien di Puskesmas Landasan Ulin Tahun 2021 dengan p-value=0,035. Disarankan Puskesmas dapat meningkatkan lagi kualitas pelayanan terutama dimensi jaminan dalam menjaga privasi pasien dan meningkatkan kecepatan pemanggilan antrian diloket, menambah jumlah tempat duduk serta tersedianya air di toilet pasien sehingga pasien puas terhadap pelayanan yang diberikan. WHO data for the Southeast Asia Region in 2018 it shows that around 55% of health service users are dissatisfied with the services provided. This study aims to determine the relationship between the quality of services and facilities with patient satisfaction at the Landasan Ulin Health Center in 2021. The research method is an analytic survey with a cross sectional approach. The population of all patients who visited the Landasan Ulin Health Center from January to April 2021 was 3,820 people. A sample of 98 respondents used accidental sampling technique. Statistical test using Chi Square Test. The results showed that patient satisfaction was mostly satisfied as many as 63 respondents (64.3%). Dimensions of tangible evidence (tangible) are good as many as 79 respondents (80.6%), reliability (reliability) is good as many as 82 respondents (83.7%), responsiveness is good as many as 76 respondents (77.6%), assurance ) good as many as 83 respondents (84.7%), empathy (empathy) is good as many as 81 respondents (82.7%). Complete facilities as many as 65 respondents (66.3%). There is a significant relationship between service quality dimensions of tangible evidence (tangible) (p-value = 0.002), reliability (p-value = 0.006), responsiveness (p-value = 0.004) with patient satisfaction at the Landasan Ulin Health Center. 2021. There is no significant relationship between the service quality dimensions of assurance (p-value = 0.503) and empathy (p-value = 0.056) with patient satisfaction at the Landasan Ulin Health Center in 2021. There is a significant relationship between facilities with patient satisfaction at the Landasan Ulin Health Center in 2021 with p-value = 0.035. It is suggested that the Puskesmas can improve the quality of service, especially the dimension of assurance in maintaining patient privacy and increasing the speed of calling the queue at the counter, increasing the number of seats and the availability of water in the patient's toilet so that patients are satisfied with the services provided.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kepuasan, Kualitas Pelayanan, Fasilitas Satisfaction, Service Quality, Facilities
Subjects: R Medicine > RA Public aspects of medicine > RA0421 Public health. Hygiene. Preventive Medicine
Depositing User: Nur Rizka Aulia
Date Deposited: 13 Oct 2021 01:38
Last Modified: 13 Oct 2021 01:38
URI: http://eprints.uniska-bjm.ac.id/id/eprint/8136

Actions (login required)

View Item View Item