ANALISIS KUALITAS PELAYANAN DALAM MENINGKATKAN KEPUASAN PASIEN DI PUSKESMAS LUAS KABUPATEN KAUR
DOI:
https://doi.org/10.37638/sengkuni.5.2.23-36Keywords:
Quality, Patient Satisfaction, Community Health CenterAbstract
This research was carried out with the aim of: 1) To analyze the quality of patients in the service system at the Luas Health Center, Kaur Regency. 2) To classify patient satisfaction with the service system at the Kaur Regency Broad Community Health Center. The type of research used in this thesis is qualitative research. This research uses descriptive case study techniques, which are carried out intensively, in detail and in depth on the research object. The data in this research was obtained from primary data and secondary data. The data collection techniques used are the observation method, interview method, and documentation method. The data analysis technique is using Data Reduction, Data Display, and Conclusion Drawing/Verification. The results of this research show that: 1). The quality of service at the Luas Health Center in Kaur Regency is seen from: service facilities (tangibles), ability to serve (reliability), speed of response (responsiveness), guarantee/certainty (assurance) and attention (emphaty) not all of which are good or quality for services in the general poly section and ER. Of the 5 (five) aspects studied, only service facilities (tangibles), ability to serve (reliability) and attention (emphaty) were not very good. The rest, namely responsiveness and quality assurance, are quite good. 2) The quality of service at the Luas Health Center in Kaur Regency is seen from: service facilities (tangibles), ability to serve (reliability), speed of response (responsiveness), guarantee/certainty (assurance) and attention (emphaty) which is good enough for the Laboratory section. Of the 5 (five) aspects studied, only service facilities (tangibles) still have deficiencies in terms of equipment for laboratories.References
Astuti, D. (2017). Persepsi Pasien Tentang Mutu Pelayanan Dengan Tingkat Kepuasan Pasien Rawat Inap Puskesmas. Higeia Journal of Public Health Research and Development, 1(1), 51–57.
Barata, A. A. (2003). Dasar – Dasar Pelayanan Prima. PT. Elex Media Komputindo.
Bungin, B. (2003). Analisis Data Penelitian Kualitatif Pemahaman Filosofis Dan Metodologis Ke Arah Penguasaan Model Aplikasi. PT. Raja Grafindo Persada.
Fandy Tjiptono, Ph.D., G. C. (2016). Service, quality dan satisfaction 4. Penerbit ANDI.
Fandy Tjiptono. (2012). Service Management Mewujudkan Layanan Prima. ANDI.
Gunawan, H. (2020). Analisis Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pasien Rawat Inap Pada Rumah Sakit Islam Banjarmasin.
Hadari Nawawi. (1991). Metode penelitian bidang sosial. Gadjah Mada University Press.
Lexy J.Moleong. (2018). Metodologi penelitian kualitatif.
Philip Kotler, K. L. K. (2009). Manajemen pemasaran. Erlangga.
Purnawan, H. (2014). TRANSFORMASI PT. JAMSOSTEK (PERSERO) MENJADI BADAN PENYELENGGARA JAMINAN SOSIAL (BPJS) KETENAGAKERJAAN DI KANTOR CABANG DARMO SURABAYA (Studi Pada Implementasi Peraturan Presiden Nomor 109 Tahun 2013 Tentang Penahapan Kepesertaan Jaminan Sosial). Publika, 2(3). http://jurnalmahasiswa.unesa.ac.id/index.php/publika/article/view/8372
Purnawan, H. (2020). IMPLEMENTASI KEBIJAKAN DANA DESA DI DESA MAKARTITAMA DAN DI DESA ULAK MAS KECAMATAN LAHAT KABUPATEN LAHAT. JurnalPenelitianSosialdan Politik, 9(1), 35–55.
Purnawan, H. (2021). Implementation of Central Government Policy on Priority for the Use of Village Funds in Makartitama and Ulak Mas Villages , Lahat Regency , Indonesia. 06(1), 1–9.
Purnawan, H., Suwantoro, K., Dani, R., & Aprianty, H. (2024). Evaluation of Samsat Virtu Tax Payment Service Innovations in Increasing Original Regional Income in Bengkulu City. 13(1), 1–9. https://doi.org/10.31289/perspektif.v13i1.9897
Sakti, B., Toyo, H., Dani, R., Aprianty, H., & Purnawan, H. (2023). Strategi Dinas Ketahanan Pangan Kabupaten Seluma Dalam Meningkatkan Ketahanan Pangan Rumah Tangga Miskin Seluma District Food Security Department Strategy In Improving Poor Households Food Security. Sengkuni Journal- Social Sciences, 4(18), 81–94.
Solichah Supartiningsih. (2017). Kualitas pelayanan kepuasan pasien rumah sakit: kasus pada pasien rawat jalan. Jurnal Medicoeticolegal Dan Manajemen Rumah Sakit, 9–15.
Sudirman, Riski, Y. all. (2023). Manajemen Mutu. In Gunadarma University (Issue 7).
Sugiyono. (2005). Memahami Penelitian Kualitatif. Alfabeta.
Triyanto, D., Purnawan, H., Saputra, B., Padang, U. N., Governance, G., Publik, P., Bengkulu, K., Governance, G., Service, P., & City, B. (2021). Penerapan Prinsip Good Governance Dalam Pelayanan Publik Di Puskesmas Betungan Kota Bengkulu Application of Good Governance Principles in Public Services At the Betungan Community Health Center , Bengkulu City. Jurnal Ilmiah Ilmu Administrasi Negara Dan Ilmu Komunikasi.
