Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Kenali Besar Kota Jambi
DOI:
https://doi.org/10.33143/jhtm.v6i2.1039Abstrak
ABSTRAK
Puskesmas dituntut memberikan pelayanan berkualitas guna memberikan kepuasan pada pasien. Berdasarkan kotak saran Puskesmas Kenali Besar Kota Jambi menunjukkan bahwa petugas administrasi lambat dalam memberikan pelayanan, pelayanan kurang memuaskan, pelayanan lama. Untuk itu perlu adanya pengukuran kepuasan pasien. Penelitian ini merupakan penelitian deskriptif kuantitatif dengan desain cross sectional, yang dilakukan pada tanggal 3 s/d 8 Februari. Sampel penelitian adalah sebanyak 169 pasien. Pengambilan sampel secara accidental sampling. Analisis data menggunakan Importance Performance Analysis (IPA). Metode pengumpulan data dengan wawancara menggunakan kuesioner. Hasil penelitian diperoleh tingkat kesesuaian antara harapan dan kenyataan pada dimensi reliability (87,13%), responsiveness (88,59%), assurance (91,16%), emphaty (99,54%) dan tangible (88,34%). Saran yang dapat diberikan antara lain optimalisasi kebijakan SOP, merumuskan komitmen bersama bagi pegawai puskesmas, membuat papan informasi keberadaan petugas, memberikan on the job training, menempelkan stiker budaya antri, mengusulkan alat kesehatan serta menambah kursi dan kipas angin.
Kata Kunci : Kepuasan Pasien, Kualitas Pelayanan
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