Analisis Kepuasan Pasien Rawat Inap Terhadap Mutu Pelayanan Di Rumah Sakit UKI Jakarta Timur Desember 2018

Wardani, Sintya Kusuma (2019) Analisis Kepuasan Pasien Rawat Inap Terhadap Mutu Pelayanan Di Rumah Sakit UKI Jakarta Timur Desember 2018. S1 thesis, Universitas Kristen Indonesia.

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Abstract

Untuk mengetahui tingkat kepuasan pasien, keberhasilan pemberian pelayanan kesehatan dapat diukur dengan menggunakan 5 dimensi yang mewakili persepsi konsumen terhadap suatu kualitas pelayanan jasa yaitu : empati (emphaty), ketanggapan (responsiveness), jaminan (assurance), keandalan (reliability), dan berwujud (tangibles). Penelitian ini dilakukan untuk mengetahui tingkat persepsi, kenyataan dan kesenjangan pasien rawat inap terhadap mutu pelayanan Rumah Sakit UKI Jakarta Timur Desember 2018. Penelitian ini menggunakan jenis penelitian analitik dengan metode servqual. Populasi dalam penelitian ini adalah pasien rawat inap di rumah Sakit UKI dengan teknik sampel yang digunakan adalah teknik purposive sample terhadap 60 pasien. Data primer didapatkan dari kuesioner yang kemudian di analisis memakai SPSS 23. Hasil penelitian menunjukkan bahwa tingkat kepuasan terendah diantara semua sub indikator terdapat pada dimensi tangibles, yaitu memiliki toilet yang bersih dan memadai bagi pasien sedangkan tingkat kepuasan tertinggi terdapat pada memiliki dokter yang tidak membeda-bedakan pelayanan terhadap pasien pada dimensi empathy. Untuk dimensi reliability dan assurance pasien cukup puas dengan kehandalan, kepercayaan, terhadap kemampuan, keahlian, dan pengetahuan pegawai Rumah Sakit UKI. Sedangkan dimensi Responsiveness ketanggapan Rumah Sakit dalam membantu menangani keluhan pasien dinilai kurang puas. Kata Kunci: Tingkat Kepuasan Pasien, Rawat Inap, Mutu Pelayanan, Metode Servqual To determine the level of patient satisfaction, the success of providing health services can be measured by using 5 dimensions that represent consumer perceptions of quality services as follows: emphaty, responsiveness, assurance, reliability and tangibles. This study was conducted to determine the level of perception, reality and gap inpatients towards the quality of services at the UKI Hospital in East Jakarta in December 2018. This study used a type of analytic research with servqual method. The population in this study was inpatients at the UKI hospital with the sampling technique used was purposive sampling technique for 60 patients. Primary data were obtained from questionnaires which were analyzed using SPSS 23. The results showed that the lowest level of satisfaction among all sub-indicators was tangibles, which have clean and adequate toilets for patients. While the highest level of satisfaction is having a doctor who is not discriminating in providing services to patients on the dimensions of empathy. For dimensions of reliability and assurance, patients are quite satisfied with the reliability, trustworthiness, ability, expertise and knowledge of UKI Hospital employees. while the Responsiveness dimension of Hospital responsiveness in helping to deal with patient complaints is considered to be dissatisfied. Keywords: Level of Patient Satisfaction, Hospitalization, Quality of Service, Serqual Method

Item Type: Thesis (S1)
Subjects: MEDICINE > Public aspects of medicine
MEDICINE > Public aspects of medicine > Medical centers. Hospitals. Dispensaries. Clinics Including ambulance service, nursing homes, hospices
Divisions: FAKULTAS KEDOKTERAN > Pendidikan Dokter
Depositing User: Ms Sari Mentari Simanjuntak
Date Deposited: 20 Jan 2020 03:17
Last Modified: 20 Jan 2020 03:17
URI: http://repository.uki.ac.id/id/eprint/1154

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