KUALITAS PELAYANAN PASIEN RAWAT INAP DI PUSKESMAS KECAMATAN GELUMBANG

ADRIANSYAH, FEBRI and Semil, Nurmah and Budiarto, Gatot (2020) KUALITAS PELAYANAN PASIEN RAWAT INAP DI PUSKESMAS KECAMATAN GELUMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This study entitled "Quality of Inpatient Services at Puskesmas, Kecamatan Gelumbang". The purpose of this study was to determine the quality of inpatient services at the Gelumbang District Health Center. The method used is a qualitative method. The type of data used are primary and secondary data, while the data collection techniques used in this study were carried out observation, interviews and documentation. The theory that is most suitable to be used to analyze the Quality of Inpatient Services at the Gelumbang District Puskesmas in this study is the theory / model of quality according to Zeithaml et al. (In Hardiansyah, 2011: 46) suggests five principles that must be considered for the delivery of public services, which include: (1) Tangible (physical appearance), such as physical abilities, equipment, personnel and communication to patients. (2) Reliability (reliable), the ability to form the promised service to be precise and accurate to patients. (3) Responsiveness, a sense of responsibility towards the quality of medical services. (4) Assurance, knowledge, behavior and abilities of employees and medical personnel. (5) Empaty, attention of individual medical experts to patients. The conclusion of this study is the quality of health services at the time of treatment in the inpatient installation. The conclusion is that the quality of the services provided is still not very good. The dimension that is deemed lacking is the Tangible dimension (physical appearance), the facilities that are still inadequate for both the patient and the patient's family. The second dimension that is still lacking is the Reliability dimension (responsiveness), which is the indicator of the ability and expertise to use medical aids. The last dimension that is still not good is the Responsiveness dimension, which is the indicator of the friendliness and politeness of medical personnel during treatment.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Pelayanan Publik, Kesehatan
Subjects:	J Political Science > JJ Political institutions and public administration (North America) > JJ1000-1019 Political institutions and public administration (North America)
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Users 13074 not found.
Date Deposited:	15 Jul 2021 08:36
Last Modified:	15 Jul 2021 08:36
URI:	http://repository.unsri.ac.id/id/eprint/49945

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