HUBUNGAN MUTU PELAYANAN KESEHATAN GIGI DAN MULUT TERHADAP TINGKAT KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL DI PUSKESMAS AKREDITASI PARIPURNA KOTA PALEMBANG

PRATIWI, RIZKY PUTRI and Misnaniarti, Misnaniarti and Idris, Haerawati (2022) HUBUNGAN MUTU PELAYANAN KESEHATAN GIGI DAN MULUT TERHADAP TINGKAT KEPUASAN PASIEN PESERTA JAMINAN KESEHATAN NASIONAL DI PUSKESMAS AKREDITASI PARIPURNA KOTA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Patient satisfaction is an important indicator and is commonly used to measure quality in health services. There are 5 dimensions in assessing service quality, tangibles, reliability, responsiveness, assurance and empathy. This study aims to analyze the relationship between of satisfaction of JKN participants with quality of dental and oral health services at Plenary Accreditation Health Center in Palembang City based on the dimensions of tangibles, reliability, responsiveness, assurance and empathy during the COVID-19 pandemic. This type of research is an analytical observational approach with a cross sectional study design which was carried out from March 2022 to May 2022. The sample of this study was dental polyclinic patients who were JKN participants who visited the dental clinic at the Plenary Accreditation Health Center in Palembang City in the period March to May. 2022 and meet the inclusion criteria. The minimum sample size is 100 patients. The sampling technique used in this research is non-probability sampling with purposive sampling method. Data analysis was carried out using univariate, bivariate with chi square and multivariate with multiple logistic regression methods. The results of the analysis showed that JKN participants at the Plenary Accreditation Health Center in Palembang City during COVID-19 stated that the level of patient satisfaction was in the 82% satisfied. There is a significant relationship between reliability, responsiveness, assurance (p=0.000) with the level of patient satisfaction, as well as on the aspect of empathy (p=0.035). Of the 5 dimensions of service quality, reliability is the most dominant factor in the satisfaction of dental clinic patients participating in JKN at the Plenary Accreditation Health Center in Palembang City during COVID-19. Therefore, the Dental Clinic at Plenary Accreditation Health Center of Palembang City must improve its ability to ensure reliable and accurate services in serving patients.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Dimensi Mutu Pelayanan, Karakteristik Demografi, Kepuasan Pasien.
Subjects:	R Medicine > RA Public aspects of medicine > RA960-1000.5 Medical centers. Hospitals. Dispensaries. Clinics. Including ambulance service, nursing homes, hospices R Medicine > RK Dentistry > RK1-715 Dentistry
Divisions:	10-Faculty of Public Health > 13101-Public Health Science (S2)
Depositing User:	Rizky Putri Pratiwi
Date Deposited:	07 Feb 2023 01:28
Last Modified:	07 Feb 2023 01:28
URI:	http://repository.unsri.ac.id/id/eprint/85857

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