ANALISIS FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN TINGKAT KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS LAMPER TENGAH KECAMATAN SEMARANG SELATAN KOTA SEMARANG

Abstract

Faktor utama penentu kepuasan pasien adalah persepsi pelanggan terhadap kualitas layanan kesehatan.Pendekatan kualitas jasa yang sering digunakan adalah model ServQual (Service Quality). Jenis penelitian adalah survey eksplanatory dengan pendekatan cross sectional. Teknik pengambilan sampela dalah accidental sampling, dan jumlah sampel 96. Hasil peneltian ini menunjukkan ada hubungan antara factor reliability (0,017<0,05), assurance (0,001<0,05), tangible (0,006<0,05), empathy (0,003<0,05) dan responsiveness (0,021<0,05) dengankepuasanpasien. Kesimpulan penelitian ini adalah adanya hubungan antara faktor (reliability, assurance, tangible, empathy, responsiveness) dengan kepuasan pasien rawat jalan Puskesmas Lamper Tengah Kota Semarang. Saran yang diberikan yaitu menambah fasilitas ruang tunggu dan media informasi, melakukan survey kepuasan pasien berkala.

The determining factor for patient’s satisfaction was customer's perception of the quality of health services.Approach to service quality that is often used is the model ServQual (Service Quality).The type of this research was an explanatory survey with cross sectional approach. The techniques used in taking the sample was an accidental sampling, the number of sample was. The results of this research show that there was relation between the reliability factor (0.017 <0.05), assurance (0.001 <0.05), tangible (0.006 <0.05), empathy (0,003 <0.05) and responsiveness (0.021 <0.05) with patient’s satisfaction. The conclusion of this study was there was relationship between factors (reliability, assurance, tangible, empathy, responsiveness) and the satisfaction of outpatients of Lamper clinic. Advice given to adding the lounge facilities and media information, periodic survey of patient’s satisfaction should be conducted to maintain continous improvement.