Mutu Pelayanan dan Kepuasan Pasien Rawat Jalan di Puskesmas Tamalanrea, Makassar

Abstract

Efforts to improve the level of public health can be done through quality health services, so this is a necessity in every health service delivery activity. Therefore, research was needed that aimed to determine the relationship between the quality of health services and outpatient satisfaction at the Tamalanrea Community Health Center, Makassar. This type of research was an observational study with a cross-sectional approach. This research involved 87 community health center patients who were selected using accidental sampling technique. Data was collected by filling out a questionnaire, and then analyzed using the Chi-square test. From the research results, the p value was obtained for each dimension of service quality, namely; tangible = 0.412, reliability = 0.002, responsiveness = 0.031, assurance = 0.046, empathy = 0.001. Thus, it could be concluded that community satisfaction with Tamalanrea Community Health Center services is related to the dimensions of reliability, responsiveness, assurance and empathy.

Keywords: satisfaction; service quality; reliability; responsiveness; assurance; empathy

ABSTRAK

Upaya peningkatan derajat kesehatan masyarakat dapat dilakukan melalui layanan kesehatan yang berkualitas, sehingga ini merupakan suatu kebutuhan dalam setiap aktivitas pemberian layanan kesehatan. Oleh karena itu, diperlukan penelitian yang bertujuan untuk mengetahui hubungan antara mutu pelayanan kesehatan dengan kepuasan pasien rawat jalan di Puskesmas Tamalanrea, Makassar. Jenis penelitian ini adalah studi observasional dengan pendekatan cross-sectional. Penelitian ini melibatkan 87 pasien puskesmas yang dipilih dengan teknik accidental sampling. Data dikumpulkan melalui pengisian kuesioner, dan selanjutnya dilakukan analisis menggunakan uji Chi-square. Dari hasil penelitian diperoleh nilai p untuk masing-masing dimensi mutu pelayanan yaitu; tangible = 0,412, reliability = 0,002, responsiveness = 0,031, assurance = 0,046, empathy = 0,001. Dengan demikian bisa disimpulkan bahwa kepuasan masyarakat terhadap pelayanan Puskesmas Tamalanrea berhubungan dengan dimensi reliability, responsiveness, assurance dan empathy.

Kata kunci: kepuasan; mutu pelayanan; reliability; responsiveness; assurance; empathy