Niluh Hendrawanti1 | Rudi Wibowo2 | Dewi Rokhmah3
1, Graduate Student, Magister Program of Public Health Education, Jember University, East Java
2,3 Medical Doctor, Philosophy of Doctor, Faculty of Medical Science, Jember University, East Java
Email: niluhwhyan@gmail.com
Abstract
One of the parameters of a hospital gaining the trust and loyalty of the community by trying to display efficient and quality services can be seen from the patient satisfaction figures. The purpose of this research is to analyze the public perception of the quality of outpatient services in RSU Bhakti Husada Banyuwangi Regency with SERVQUAL method. This type of research is descriptive with a quantitative approach. The population is 3834 people while the sample number is 126 people, with the sampling technique used is accidental sampling. Independent variables are tangibles, responsiveness, reliability, assurance, emphaty while variable dependent public perception about the quality of outpatient services in RSU Bhakti Husada Banyuwangi. The results of the study found that the satisfaction value of outpatient services at Bhakti Husada Banyuwangi Hospital was 73%, with tangibles dimensions having a gap of 0.6; reliability dimensions of -0.05; responsiveness dimensions of -0.16; assurance dimensions of 0.86; empathy dimensions of -0.22. Then the results of the analysis with the IPA method obtained that the problem of dissatisfaction to be resolved is found in quadrant A which contains Bhakti Husada Hospital does not have a clean bathroom and the number is lacking; the appearance of the clothes of hospital outpatient employees is less uniform; the registration officer has not directed the poly appropriately; the doctor is not on time to come to perform the examination; health officials have not been able to respond appropriately to patient complaints; Bhakti Husada Hospital has not provided a polite and friendly security guard guarantee; pharmaceutical parts have not been able to deliver the drug quickly; transporter does not yet have a sense of care. Advice that can be given namely evalusion of the janitor and adding a bathroom; employees remind each other; and others.
Keywords: Public Perception, Quality of Outpatient Services, Servqual Method
