ANALISIS KUALITAS LAYANAN PASIEN JAMINAN KESEHATAN NASIONAL DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH SEKAYU

RATNASARI, DESI and Misnaniarti, Misnaniarti and Windusari, Yuanita (2019) ANALISIS KUALITAS LAYANAN PASIEN JAMINAN KESEHATAN NASIONAL DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH SEKAYU. Master thesis, Sriwijaya University.

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Abstract

Sekayu Regional General Hospital (RSUD) as part of the health service facility is obliged to provide quality services accordance with patient expectations. Assessment of the Community Satisfaction Index (IKM) in the RSUD Sekayu currently shows that the quality of service is not yet maximezed base on the perception of expectations and reality by patients and has not shown the category of services prioritized for improvement. Aim of this study was to analyze the quality of service at the RSUD Sekayu for National Health Insurance (JKN) participants especially in outpatient services based on 5 dimensions of service quality. The study used a cross sectional method with 151 respondents taken by accidental sampling with inclusion and exclusion criteria.Data was collected in 2019 using a likert scale questionnaire. The results of Importance Performance Analysis show the quality of patient services for conformity value of the Tangible dimension 85.64%, Responsiveness of 81.56% and Assurance of 81.04% can provide satisfaction to patients because above an average value of 80.94%. While the suitability value of the Reliability dimension is 75.23% and the Empathy of 78.85% has a low suitability value so it does not meet patient expectations. Cartesian diagram mapping 12 criteria in quadrant A is prioritized to be improved, 6 criteria in quadrant C are low priority, 10 service criteria in quadrant B and 9 service criteria in quadrant D the quality must be maintained. The quality of Sekayu regional general Hospital classified as good in the Tangible, Responsiveness and Assurance dimensions, while the Empathy and Realiability dimensions are still lacking in service quality, it is necessary to improve quality for all dimensions. RSUD Sekayu needs to manage the efficiency of patient waiting times and improve service excellence

Item Type:	Thesis (Master)
Uncontrolled Keywords:	Kualitas Pelayanan, Jaminan Kesehatan Nasional, Rawat Jalan
Subjects:	H Social Sciences > HG Finance > HG9371-9399 Health insurance
Divisions:	10-Faculty of Public Health > 13101-Public Health Science (S2)
Depositing User:	Users 1281 not found.
Date Deposited:	20 Aug 2019 07:14
Last Modified:	20 Aug 2019 07:14
URI:	http://repository.unsri.ac.id/id/eprint/4348

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