Rahmawati, Rahmawati (2023) ANALISIS KUALITAS PELAYANAN KLINIK TERHADAP INDEKS KEPUASAN MASYARAKAT DI UPTD LABORATORIUM KESEHATAN KOTA BANJARMASIN TAHUN 2022. Diploma thesis, Universitas Islam Kalimantan MAB.
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Abstract
Indeks Kepuasan Masyarakat pada jenis pelayanan Klinik menurut survey kepuasan masyarakat mempunyai nilai 83,89 yang memiliki Kinerja A atau sangat baik. Sedangkan pada Tahun 2021 Survey Kepuasan Masyarakat pada jenis Pelayanan Klinik dengan jumlah responden sebesar mengalami penurunan nilai sebesar 80,36 dengan kinerja B atau Baik. Tujuan penelitian untuk mengetahui Kualitas Pelayanan Klinik Diukur terhadap Indeks Kepuasan Masyarakat pada UPTD Laboratorium Kesehatan Kota Banjarmasin Tahun 2022. Penelitian ini menggunakan deskriptif kuantitatif dengan sampel sebanyak 100 responden yang menggunakan teknik accidental sampling melalui wawancara menggunakan kuesioner. Hasil penelitian menunjukkan bahwa sebagian besar menyatakan baik mengenai mutu pelayanan dengan bukti langsung (tangible) (70%), kehandalan (reliability) (81%), daya tanggap (responsiveness) (82%), jaminan (assurance) (79%), empati (empathy) (83%) dan menyatakan puas mengenai indeks kepuasan masyarakat (70%). Hasil uji statistik menggunakan chi square didapatkan nilai bukti langsung (tangible) (p-value 0,002), kehandalan (reliability) (p-value 0,000), daya tanggap (responsiveness) (p-value 0,004), jaminan (assurance) (p-value 0,001) dan empati (empathy) (p-value 0,002). Diharapkan bagi UPTD Laboratorium Kesehatan Kota Banjarmasin untuk mempertahankan dan meningkatkan kualitas pelayanannya beserta sumber daya manusia dengan cara mengikut sertakan petugas dalam kegiatan pelatihan. The Community Satisfaction Index for the type of clinical service according to the community satisfaction survey has a value of 83.89 which has a performance of A or very good. While in 2021 the Community Satisfaction Survey for the type of Clinical Services with a total number of respondents experienced a decrease in value of 80.36 with B or Good performance. The research objective was to find out the quality of clinical services measured against the Community Satisfaction Index at the Banjarmasin City Health Laboratory UPTD in 2022. This research used a quantitative descriptive with a sample of 100 respondents who used an accidental sampling technique through interviews using a questionnaire. The results showed that the majority stated well regarding service quality with tangible evidence (70%), reliability (81%), responsiveness (82%), assurance (79%), empathy (83%) and expressed satisfaction regarding the community satisfaction index (70%). Statistical test results using chi square obtained tangible values (p-value 0.002), reliability (p-value 0.000), responsiveness (p-value 0.004), assurance (p- value 0.001) and empathy (p-value 0.002). It is hoped that the UPTD Laboratory Health Banjarmasin City will maintain and improve the quality of its services and human resources by involving officers in training activities.
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Kualitas Pelayanan, Indeks Kepuasan Masyarakat, Laboratorium, Pelayanan Klinik |
| Subjects: | R Medicine > RZ Other systems of medicine |
| Depositing User: | Rahmawati |
| Date Deposited: | 13 May 2023 03:14 |
| Last Modified: | 13 May 2023 03:14 |
| URI: | http://eprints.uniska-bjm.ac.id/id/eprint/14398 |
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