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Analisis Pengaruh Perceived Service Quality terhadap Pemanfaatan Instalasi Rawat Jalan

Al Ulya : Jurnal Pendidikan Islam

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Title Analisis Pengaruh Perceived Service Quality terhadap Pemanfaatan Instalasi Rawat Jalan
 
Creator Puryanti, Puryanti
 
Description Abstrak Salah satu indikator mutu pelayanan rawat jalan di rumah sakit adalah peningkatan jumlah kunjungan pasien rawat jalan. Mutu pelayanan menjadi faktor penentu bagi pasein untuk memanfaatkan pelayanan. Kunjungan pasien rawat jalan di Rumah Sakit Bhayangkara H.S. Samsoeri Mertojoso selama empat tahun terakhir belum semuanya mengalami peningkatan sesuai target capaian rumah sakit. Tujuan penelitian ini adalah menganalisis pengaruh perceived service quality terhadap pemanfaatan rawat jalan di Rumah Sakit Bhayangkara H.S. Samsoeri Mertojoso. Jenis penelitian ini adalah penelitian diskriptif analitik dengan rancang bangun penelitian cross sectional. Sampel penelitian ini adalah pasien rawat jalan sebesar 90 sampel dengan teknik accidental sampling. Analisis data menggunakan uji regresi ordinal. Hasil penelitian menunjukkan bahwa technical quality petugas baik (mean≥3,50). Functional quality yang terdiri dari Attitude dan behavior petugas sudah baik (mean≥3,50), accessibility dan flexibility sudah baik (mean≥3,50), reliability dan trustworthiness sudah baik (mean≥3,50), service recovery kurang baik (mean<3,50), dan service scape kurang baik (mean<3,50). Pemanfaatan pelayanan rawat jalan masih sedang. Hasil uji regresi ordinal menunjukkan bahwa technical quality tidak berpengaruh terhadap pemanfaatan rawat jalan. Functional quality berpengaruh terhadap pemanfaatan rawat jalan. Kesimpulan penelitian ini adalah secara keseluruhan perceived service quality berpengaruh terhadap pemanfaatan rawat jalan.Kata kunci: perceived service quality, pemanfaatan  Abstract One indicator of the quality of outpatient services at the hospital is an increase in the number of outpatient visits. Service quality is a determining factor for patiens to take advantage of services. Outpatient visit at Bhayangkara H.S. Samsoeri Martojoso Hospital during the last four years has not all improved according to the hospital’s achievement. The purpose of this study was to analyze the effect of perceived service qualiy on outpatient utilization at Bhayangkara H.S. Samsoeri Martojoso Hospital. This research was descriptive analytics research with cross-sectional design. The sample of this study was outpatients for 90 samples with accidental sampling technique. Data analysis uses ordinal linear regression test. The results showed that the technical quality of the officers is good (mean≥3,50). Functional quality consisting of attitude and behavior of officers is good (mean≥3,50), accessibility and flexibility are good (mean≥3,50), reliability and trustworthiness are good (mean≥3,50), service recovery is not good (mean<3,50), and service scape is not good (mean<3,50). The level of utilization of outpatient services is still moderate. The results of the ordinal regression test showed thad technical quality had not effect on outpatient utilization. Functional quality affects outpatient utilization. The conclusion of this study is that overall perceived service quality has an effects on outpatient utilization.Keywords: perceived service quality, utility
 
Publisher STIKes Hafshawaty Pesantren Zainul Hasan Probolinggo
 
Contributor —
 
Date 2021-08-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
 
Format application/pdf
 
Identifier https://ojshafshawaty.ac.id/index.php/jikes/article/view/246
10.33006/ji-kes.v5i1.246
 
Source JI-KES (Jurnal Ilmu Kesehatan); Vol 5, No 1 (2021): JI-KES (Jurnal Ilmu Kesehatan); 43-50
2579-7913
10.33006/ji-kes.v5i1
 
Language eng
 
Relation https://ojshafshawaty.ac.id/index.php/jikes/article/view/246/pdf
 
Rights Copyright (c) 2021 JI-KES (Jurnal Ilmu Kesehatan)
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