Analisis Tingkat Kepuasan Masyarakat Terhadap Pelayanan Kesehatan di Poliklinik Rumah Sakit Umum Daerah Kota Kayuagung
Abstract
Patient satisfaction is one of the important indicators that must be considered in health services. The definition of patient satisfaction according to Kotler is a person's feeling of pleasure or disappointment that arises after comparing their perception or impression of the performance or results of a product and their expectations. The standard of patient satisfaction in health services is set nationally by the Indonesian Ministry. The purpose of this study was to determine the relationship between tangible evidence, responsiveness, reliability, assurance, and empathy and several factors that influence community satisfaction at the Kayuagung City Regional General Hospital Polyclinic. The design of this study is an analytical survey with a cross-sectional study approach. The population is all outpatients at the Kayuagung City Regional Hospital Polyclinic which is calculated based on the number of patients in 2025 of 24,709 with a sample size of 100 respondents. The statistical analysis used is univariate, bivariate, and multivariate analysis to see the relationship between factors that affect health services, age, gender, education, employment status, economic status, payment method, polyclinic visited, patient status, disease suffered and distance / access with the dependent variable of the level of community satisfaction at the Outpatient Polyclinic of Kayuagung City Hospital. From the entire analysis process that has been carried out, it can be concluded that of the ten independent variables, there are variables that are related and there are variables that are not related simultaneously to the level of community satisfaction at the Outpatient Polyclinic of Kayuagung City Hospital.
References
Amrullah, Muhammad Ravian. 2022. “Rumah Sakit Umum Daerah Kubu Raya Tipe C.” Jurnal Online Mahasiswa Arsitektur Universitas Tanjungpura 3(3): 278–93.
Astuti HJ. Analisis Kepuasan Konsumen (Servqual Model dan Important Performance Analysis Model). J Media Ekon. 2020;7(1):1–20.
Azwar, Hanifah. 2021. “ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK ( Studi Kasus BPJS Kesehatan Di Kawasan Industri Cikarang ).” Sosio E-Kons 11(3): 259–67.
Bagaskara, R. Edith Indera, Wahyul Amien Syafei, and R. Rizal Isnanto. 2022. “Perancangan Sistem Informasi Poliklinik.” Transient: Jurnal Ilmiah Teknik Elektro 1(4): 348–54.
Budiman, Suhat. 2020. Hubungan Status Demografi Dengan Kepuasan Masyarakat Tentang Pelayanan Jamkesmas Di Wilayah Puskesmas Tanjungsari Kabupaten Bogor. Skripsi. Universitas Indonesia, Jakarta, Indonesia. Hal. 7.
Dewi, Meita Puspa. 2021. “Pengaruh Audit Operasional, Pengendalian Internal Dan Good Clinical Governance Terhadap Efektivitas Pelayanan Kesehatan Pada Rumah Sakit Umum Daerah Kayuagung.” Analisis Standar Pelayanan Minimal Pada Instalasi Rawat Jalan di RSUD Kota Semarang 3: 103–11.
dr. H. Fikram. 2022. “Pelayanan Di RSUD Kayuagung.” http://sentralpost.co/tipe-c-pelayanan-di-rsud-kayuagung-akan-lebih-maksimal/.
Eko Pujiyono. 2021. “Kedudukan Korporasi Rumah Sakit Dalam Tanggung Gugat Kelalaian.” Jurnal Hukum Kesehatan 1(44): 11.
Mahdani. 2021 Pengaruh Kualitas Pelayanan Terhadap Keputusan Kunjungan Ulang Pasien Rawat Jalan Pada Rumah Sakit Umum Daerah Sigli. Medan: Tesis Program Studi Administrasi Rumah Sakit Fakultas Kesehatan Masyarakat Universitas Sumatera Utara; 2021.
Maulana, Nurehan, Leni Novianti, and Sutriyati Sutriyati. 2021. “Analysis of the Relationship Between Service Quality and Patient Satisfaction in Polyclinic Acupuncture and Herbs Lktm Palembang.” Jukema (Jurnal Kesehatan Masyarakat Aceh) 7(1): 35–42.
Mayasari, Fitriyuli. 2021. “Analisis Hubungan Waktu Pelayanan Dan Faktor Total Quality Service Terhadap Kepuasan Pasien Di Poliklinik Kebidanan Dan Kandungan RSIA Anugrah Medical Centre Kota Metro Tahun 2021.” Jurnal ARSI 2(3): 214–30.
Notoatmodjo, Soekidjo. 2020. Ilmu Perilaku Kesehatan. Rineka Cipta, Jakarta, Indonesia. Hal. 76-117
………... 2020. Metodologi Penelitian Kesehatan. Rineka Cipta. Jakarta, Indonesia. Hal. 92.
“Metodologi Penelitian Kesehatan Notoatmodjo Pdf Download 1 / 3.” 2020. : 3–5.
Peraturan Pemerintah. 2021. “Peraturan Pemerintah Nomor 47 Tahun 2021 Tentang Penyelenggaraan Bidang Perumahsakitan.” (086146).
Permenkes SDM. 2020. “Peraturan Menteri Kesehatan Tentang Klasifikasi Dan Perizinan Rumah Sakit Perlu Disesuaikan Dengan Perkembangan Dan Kebutuhan Hukum.” (3): 1–80.
Prasetya, Rahman Gali. 2020. “Petunjuk Teknis Dan Pelaksanaan Pada RSUD Kayu Agung.” : 6–18.
Ridwan, Ivani, and Fitria Saftarina. 2021. “Pelayanan Fasilitas Kesehatan: Faktor Kepuasan Dan Loyalitas Pasien.” Jurnal Majority 4(9): 21. http://juke.kedokteran.unila.ac.id/index.php/majority/article/view/1403.
Suandi, Suandi. 2021. “Analisis Kepuasan Masyarakat Terhadap Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat Di Kantor Kecamatan Belitang Kabupaten OKU Timur.” Journal PPS UNISTI 1(2): 13–22.
1.jpg){kind=logo}
