KUALITAS JASA PELAYANAN TERHADAP KEPUASAN PASIEN RAWAT INAP DI PUSKESMAS LANCIRANG KECAMATAN PITU RIAWA KABUPATEN SIDENRENG RAPPANG

Main Article Content

Mardiana Mardiana

Abstract

Abstract


 


This study aims to determine the quality of service to inpatient satisfaction and the factors that influence the quality of service to inpatient satisfaction at the Lancirang Health Center, Pitu Riawa District, Sidenreng Rappang Regency. The population of this study was 1,594 people and a sample of 94 inhabitants. The sampling technique used is Purpossive Sampling. This type of research is quantitative descriptive. Data collection techniques are observation, interviews, library research and questionnaires. Data analysis techniques use statistics. The results showed that the service quality with an average percentage of 58% less satisfied, consisting of tangibles (physical evidence) 75% satisfied, reliability (reliability) 54% less satisfied, responsiveness (responsiveness) 47% less satisfied, assurance (guarantee) 58% less satisfied, empathy (empathy) 58% less satisfied. Patient satisfaction with an average percentage of 66% satisfied, consisting of the attitude of the staff approach to patients 54% less satisfied, the quality of care received by patients 53% less satisfied, administrative procedures 62% satisfied, waiting time 78% satisfied, other public facilities 85% are very satisfied, inpatient facilities 75% satisfied and the results of treatment or treatment received by patients 55% less satisfied. Factors that influence the quality of services to inpatient satisfaction at the Lancirang Health Center, Pitu Riawa District, Sidenreng Rappang Regency are expected services and services received by 51% less satisfied.


 


Keywords: Community Satisfaction and Quality of Service

Article Details

Section
Articles

References

Jamaluddin, Ahmad. 2015. Metode Penelitian Administrasi Publik Teori dan Aplikasinya. Yogyakarta. Gava Media.
Buchory, Acmad Herry & Saladin Djaslim. (2010). Manajemen Pemasaran, Edisi Pertama. Bandung. Linda Karya.
Hasbar, Mustafa. 2014. Menguak Perilaku Organisasi Sektor Publik Antara Teori dan Aplikasi. Yogyakarta. Ombak.
Kotler, Philip and Kevin Lane Keller. 2016. Marketing Management 15. Pearson Education, Inc.
Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa, Edisi Ketiga. Jakarta. Salemba Empat.
Mustafa, Delly. 2012. Perilaku Birokrasi: Diantara Pelayan dan Dilayani. Makassar. Fahmis Pustaka.
Nasir, Moh. 2005. Metode Penelitian. Jakarta. Ghalia Indonesia.
Kamaruddin, Sellang. 2016. Administrasi dan Pelayanan Publik, Antara Teori dan Aplikasi. Penerbit Ombak. Yogyakarta.
Tjiptono, Fandy. 2011. Pemasaran Jasa. Malang. Bayumedia.
_____________. 2012. Service Management Mewujudkan Layanan Prima, Edisi Kedua. Yogyakarta. Penerbit Andi.

Dokumen-dokumen :
Keputusan Menteri Kesehatan Republik Indonesia nomor 128 tahun 2004 tentang Kebijakan Dasar Puskesmas.
Data Puskesmas Lancirang Kecamatan Pitu Riawa Kabupaten Sidenreng Rappang, Bagian Tata Usaha (Desember, 2018).
Undang-Undang Nomor 36 Tahun 2009 tentang Kesehatan.


JURNAL-JURNAL:
Ansar. 2012. Jurnal Ilmu Administrasi dan Ilmu Sosial. Edisi: Vol.1 No.II Juli-Oktober 2012 ISSN: 2252-9705. Makassar. Universitas Islam Makassar.
Gamrin, Burhanuddin dan Joeharno. 2008. Faktor-faktor yang Memengaruhi Mutu Pelayanan Kesehatan di Rumah Sakit. (Blog Joeharno.blogspot.com), diakses pada tanggal 13 Januari 2019, pukul 13.45 WITA.
Pratiwi, Ramlan. 2017. Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Studi Kasus: Pasien Rawat Inap Rumah Sakit Umum Daerah Andi Makassau Kota Parepare. KNAPPPTMA ke-6. ISBN:978-602-50710-1-0. STISIP Muhammadiyah Rappang.
Sari, Etty Tuntas. 2003. Analisis Kualitas Jasa Pelayanan Kesehatan terhadap Kepuasan Pasien Rawat Inap di RSUD Wonogiri. Surakarta. Universitas Sebelas Maret.
Sahar. 2016. Peranan Pemerintah Desa terhadap Pengembangan Generasi Muda Desa Tonronge Kecamatan Baranti Kabupaten Sidenreng Rappang. STISIP Muhammadiyah Rappang.
Tuwu, Lahibu. 2012. Disertasi. Pengaruh Gaya Kepemimpinan, Pengembangan Karir, Motivasi Kerja terhadap Kinerja dan Kualitas Layanan Sumber Daya Manusia pada Pemerintah Daerah Kabupaten Buton. Program Pascasarjana UMI. Makassar.