ANALISIS PERSEPSI PASIEN TERHADAP MUTU PELAYANAN PUSKESMAS DAN HUBUNGANNYA DENGAN KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS LEYANGAN KABUPATEN SEMARANG TAHUN 2018

Aprina Hetikus Taekab; Chriswardani Suryawati; Wulan Kusumastuti

doi:10.14710/jkm.v7i1.22843

DOI: https://doi.org/10.14710/jkm.v7i1.22843

ANALISIS PERSEPSI PASIEN TERHADAP MUTU PELAYANAN PUSKESMAS DAN HUBUNGANNYA DENGAN KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS LEYANGAN KABUPATEN SEMARANG TAHUN 2018

*Aprina Hetikus Taekab - , Indonesia

Chriswardani Suryawati - , Indonesia

Wulan Kusumastuti - , Indonesia

Published: 1 Jan 2019.

BibTex Citation Data :

@article{JKM22843,
    author = {Aprina Taekab and Chriswardani Suryawati and Wulan Kusumastuti},
    title = {ANALISIS PERSEPSI PASIEN TERHADAP MUTU PELAYANAN PUSKESMAS DAN HUBUNGANNYA DENGAN KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS LEYANGAN KABUPATEN SEMARANG TAHUN 2018},
    journal = {Jurnal Kesehatan Masyarakat},
  volume = {7},
    number = {1},
    year = {2019},
    keywords = {Perception, Patient, Service Quality, Satisfaction, Outpatient},
    abstract = {  Puskesmas as one of the first level health service units is a benchmark for health development and a proof of community participation. Not all puskesmas provide quality services that can give satisfaction to patients. Based on the results of the presurvey at the Semarang District Health Center Leyangan there were several problems that occurred. The research purpose was analyzing correlation of patient perceptions of the quality of service with satisfaction of outpatients at the Leyangan Health Center Semarang District in 2018. This research was a quantitative research with descriptive analytic research design and cross sectional approach. The research was located in the Semarang District Health Center Leyangan with a population of 5,438 patients with 100 respondents samples with data collection tools using questionnaires and analyzed by univariate and bivariate analysis with chi-square test. The results of univariate analysis show that in service quality, the respondents included in the good category are more than the pooZr respondents. The results of statistical tests using the chi-square test indicate that there is a relationship between service quality based on the dimensions of tangible (physical evidence) with patient satisfaction. There is a relationship between service quality based on the dimensions of reliability (reliability) with patient satisfaction. There is a relationship between service quality based on the dimension of responsiveness with patient satisfaction. There is a relationship between service quality based on the dimensions of empathy (empathy) with patient satisfaction. There is a relationship between service quality based on the assurance dimension with patient satisfaction. With each value = 0,000.  },
   issn = {2356-3346},   pages = {31--40}  doi = {10.14710/jkm.v7i1.22843},
    url = {https://ejournal3.undip.ac.id/index.php/jkm/article/view/22843}
}

Citation Format:

Abstract

Puskesmas as one of the first level health service units is a benchmark for health development and a proof of community participation. Not all puskesmas provide quality services that can give satisfaction to patients. Based on the results of the presurvey at the Semarang District Health Center Leyangan there were several problems that occurred. The research purpose was analyzing correlation of patient perceptions of the quality of service with satisfaction of outpatients at the Leyangan Health Center Semarang District in 2018. This research was a quantitative research with descriptive analytic research design and cross sectional approach. The research was located in the Semarang District Health Center Leyangan with a population of 5,438 patients with 100 respondents samples with data collection tools using questionnaires and analyzed by univariate and bivariate analysis with chi-square test. The results of univariate analysis show that in service quality, the respondents included in the good category are more than the pooZr respondents. The results of statistical tests using the chi-square test indicate that there is a relationship between service quality based on the dimensions of tangible (physical evidence) with patient satisfaction. There is a relationship between service quality based on the dimensions of reliability (reliability) with patient satisfaction. There is a relationship between service quality based on the dimension of responsiveness with patient satisfaction. There is a relationship between service quality based on the dimensions of empathy (empathy) with patient satisfaction. There is a relationship between service quality based on the assurance dimension with patient satisfaction. With each value = 0,000.

Fulltext View|Download

Keywords: Perception, Patient, Service Quality, Satisfaction, Outpatient

Article Metrics:

Article Info

Section: Administrasi dan Kebijakan Kesehatan

In Vol 7, No 1 (2019): JANUARI

Recent articles

ANALISIS FAKTOR YANG BERHUBUNGAN DENGAN WAKTU TUNGGU PASIEN RAWAT JALAN DI PUSKESMAS TLOGOSARI WETAN KOTA SEMARANG MENURUT PERSEPSI PASIEN. ANALISIS PELAKSANAAN MANAJEMEN RISIKO DI INSTALASI FARMASI RUMAH SAKIT UMUM DAERAH TUGUREJO SEMARANG TAHUN 2018 HUBUNGAN BEBERAPA FAKTOR DALAM PARTISIPASI PRIA PADA VASEKTOMI DI KECAMATAN GETASAN KABUPATEN SEMARANG JAWA TENGAH 2018 KEANEKARAGAMAN SPESIES LALAT DAN JENIS BAKTERI KONTAMINAN YANG DIBAWA LALAT DI RUMAH PEMOTONGAN UNGGAS (RPU) SEMARANG TAHUN 2018 DIVERSITY OF FLIES SPECIES AND TYPES OF CONTAMINANT BACTERIA BRINGING FLIES IN POULTRY CUTTING HOUSE (PCH) SEMARANG 2018 HUBUNGAN HIGIENE SANITASI DENGAN KUALITAS MIKROBOLOGIS PADA MINUMAN ES THAI TEA DI KECAMATAN TEMBALANG GAMBARAN ASUPAN MAKAN REMAJA HAMIL TRIMESTER III DI WILAYAH KERJA PUSKESMAS MONDOKAN KABUPATEN SRAGEN PERBEDAAN KADAR EKSKRESI YODIUM URIN (EYU), KONSUMSI GARAM BERYODIUM, DAN TINGGI BADAN ANAK BARU SEKOLAH (TBABS) (Studi di Daerah Replete dan Non-replete GAKY Kabupaten Magelang) FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN KELELAHAN PADA PEKERJA BURUH ANGKUT DI PASAR BALAI TANGAH KECAMATAN LINTAU BUO UTARA, SUMATERA BARAT ANALISIS FAKTOR RISIKO KELUHAN NYERI PUNGGUNG BAWAH MENGGUNAKAN SOFTWARE CATIA PADA PEKERJA BAGIAN PERMESINAN DI UMKM SAESTU MAKARYO, PATI HUBUNGAN SANITASI LINGKUNGAN RUMAH DENGAN KEJADIAN DIARE PADA BALITA DI WILAYAH KERJA PUSKESMAS KARANGANYAR KABUPATEN PEKALONGAN FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN PERILAKU PASIEN TB MDR DALAM PENCEGAHAN PENULARAN TB MDR DI WILAYAH KERJA PUSKESMAS KOTA SEMARANG BEBERAPA FAKTOR YANG MEMPENGARUHI PRAKTIK MEROKOK SANTRI DI PONDOK PESANTREN DARUT TAQWA KOTA SEMARANG IDENTIFIKASI FAKTOR-FAKTOR PENYEBAB DROP-OUT ARV PADA PENDERITA TB-HIV DI KELOMPOK DUKUNGAN SEBAYA ARJUNA SEMARANG More recent articles

Last update:

No citation recorded.

Last update:

No citation recorded.

The Authors submitting a manuscript do so on the understanding that if accepted for publication, copyright of the article shall be assigned to Jurnal Kesehatan Masyarakat (JKM, p-ISSN: 2715-5617, e-ISSN:2356-3346) and Faculty of Public Health, Diponegoro University as the publisher of the journal. Copyright encompasses the rights to reproduce and deliver the article in all form and media, including reprints, photographs, microfilms, and any other similar reproductions, as well as translations.

JKM journal and Faculty of Public Health, Diponegoro University, the Editors and the Advisory Editorial Board make every effort to ensure that no wrong or misleading data, opinions or statements be published in the journal. In any way, the contents of the articles and advertisements published in the JKM journal are the sole and exclusive responsibility of their respective authors and advertisers.

The Copyright Transfer Form can be downloaded here: [Copyright Transfer Form JKM journal]
The copyright form should be signed originally and send to the Editorial Office in the form of original mail or scanned document to jkm@live.undip.ac.id.