QUALITY OF SERVICE OF HEALTH CARE FOR OUTPATIENT PARTICIPANTS OF SOCIAL SECURITY ORGANIZER BANJARMASIN CITY, INDONESIA - THE CASE IN PEKAUMAN PUSKESMAS AND KARANG MEKAR PUSKESMAS
Keywords:
service quality, health centerAbstract
This research aims to know how the quality of health services in Pekauman Puskesmas and Karang Mekar Puskesmas, if there are any problems faced in the implementation of health services in both Puskesmas by using qualitative descriptive research methods. The framework of the idea in this study is to compare health services in Pekauman Puskesmas and Puskesmas of Karang Mekar which is measured by five-dimensional SERVQUAL which developed Zeithaml, Parasuraman and Berry, the dimensions of physical display, reliability, responsiveness, assurance and attention. The results of the study showed that the health services held by Pekauman Puskesmas have been running quite well, some aspects that need to be improved are on the aspects of physical evidence, responsiveness and assurance to improve the quality of service given. While in the Puskesmas Karang Mekar that need to improve the quality is on the aspect of physical evidence, assurance and completeness of infrastructure. Conclusion of result shows that the quality service of Pekauman Puskesmas and Puskesmas Karang Mekar that measured with five-dimensional SERVQUAL has been implemented quite well, but there are some aspects that still continue to be improved quality Service to achieve maximum patient satisfaction.
References
Astuti, Retno Sunu (2004). Administration reform, Semarang: FISIP UNDIP.
Azwar, Azrul (1996). Introduction to Health Administration, Jakarta: Binarupa Aksara
Herlambang, Susatyo, 2016. Health Services Management Hospital, Yogyakarta: Goshen Publishing.
Hoffman, K. Douglas, and John E. G. Bateson (1997). Essential of Service Marketing, Harcourt Brace College Publisher: The Dryden Press.
Lestari W. P., D. K. K. (2009). Analysis of patient satisfaction level factor at PKU Muhammadiyah hospital Bantul, Doctoral journal and Health Indonesia, Vol. 1, No. 1, Yogyakarta: UII.
Mawarti, Fitri, et al., (2016). Analysis of quality of service to the satisfaction of pregnant women in Pangkalpinang City Year 2015, Journal of Medicine and Health, Vol. 3 No. 1, Palembang: University of Sriwijaya.
Moenir (2001). General Service Management in Indonesia, Jakarta: Bumi Aksara.
Mukti, et al (2013). Service quality influence on inpatient satisfaction in the Woodward Hospital of Palu City, Journal of Administration and Health policy, Vol. 2 No. 3, Makasar: UNHAS.
Nursalam (2011). Concept and application of research Methodology of Nursing Sciences Jakarta: Salemba Medika.
Solikhah (2008). Patient satisfaction relationship with patient interest in reusing treatment service, Journal of Health Service Management, Vol. 11, No. 4, Yogyakarta: Universitas Gadjah Mada.
Suharmiati dan Budijanto D. (2007). Analysis of factors influencing the level of satisfaction of respondents in hospital-care users in Indonesia, Journal of Research Bulletin Health Systems, Vol. 10, No. 2, Surabaya: Center for Research and Development of humanities and management Health care.
Warella (1997). National Administration and quality of public service, Semarang: Speech of the great teacher strengthening of FISIP UNDIP.
Widyasih, et al. (2014). Public perception of BPJS services at the RSI of Kendal, the proceeding of the National conference II PPNI Central Java, Semarang: University of Muhammadiyah.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
