1.png)
1.png)
1.png){kind=spacer}
.png)
RELATIONSHIP OF SERVICE QUALITY DIMENSIONS WITH SERVICE SATISFACTION ANTENATAL CARE
Abstract
According to data and health information from the Grobogan District Service, Puskesmas Godong II is one of the Puskesmas with the coverage of Antenatal Care lowest. In 2016 the coverage of K1 was 100%, K4 was 94.42% and in 2017 KI was 100%, K4 was 93.37%. The gap that occurs between K1 and K4 is due to patients feeling dissatisfied with the services provided so that patients do not make repeat visits and have an impact on the decline of in coverage Antenatal Care. The purpose of this study to determine the relationship of the dimensions of quality of service reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy), tangible (physical evidence to the satisfaction of service Antenatal Care.
The study was conducted in Puskesmas Godong II with a sample of 55 pregnant women. Sampling technique with purposive sampling. The instrument used was a structured questionnaire. The data analysis used Chi-Square.
The results showed the dimensions of service quality, reliability (reliability), responsiveness (responsiveness), assurance (guarantee), empathy ( empathy), tangible (physical evidence), and satisfaction, many respondents have a good perception P-value service quality 0.001, reliability 0.002, responsiveness (responsiveness) 0.010, assurance (guarantee) 0.005, empathy (empathy) 0.009, tangible (physical evidence) 0.000. These results indicate a relationship between the dimensions of service quality reliability (reliability), responsiveness endless (responsiveness), assurance (assurance), empathy (empathy), tangible (physical evidence) with satisfaction service Antenatal Care.
It is hoped that midwives can work professionally and improve the quality of work, especially accuracy, responsiveness, skills, and friendliness, and for health centers to be able to provide good facilities and infrastructure, especially clean rooms and environments as well as complete room attributes.Keywords
Full Text:
PDFReferences
Ayubi (2009) ‘Penilaian Kualitas Pelayanan Puskesmas Dengan Model Donabedian
Dinas Kesehatan Jawa Tengah (2017) Profil Kesehatan Provinsi Jawa Tengah. Semarang.
Hafizurrachman (2009) ‘Kepuasan Pasien dan Kunjungan Rumah Sakit.’, pp. 7– 10.
Hardiyansyah (2011) Kualitas Pelayanan Publik. Yogyakarta: Gava Media.
Hizrani (2012) ‘Analisis Kepuasan Pasien Rawat Inap Terhadap Mutu Pelayanan dan Hubungannya Dengan Minat Beli Ulang di RS X Jakarta’
Kemenkes RI (2017) Data dan Informasi Profil Kesehatan Indonesia. Jakarta. doi: 10.1111/evo.12990.
Kemenkes RI (2018) ‘Hasil Utama Riskesdas 2018’, p. 88
Maria, A. (2015) ‘Sikap Dan Komunikasi Bidan Terhadap Tingkat Kepuasan Ibu Hamil Pada Pelaksanaan Antenatal Care’, pp. 136–141
Mufdilah (2009) Prosedur Asuhan Kebidanan Ilmu Hamil. Yogyakarta: Nuha Medika
Muflihatin, I., Chairina, R. R. L. and Wicaksono, A. P. (2017) ‘Hubungan Kepuasan Ibu Hamil dengan Motivasi dalam Melakukan Kunjungan Antenatal Care’
Mursyida, R. F., Mawarni, A. and Agushybana, F. (2014) ‘Kepuasan Ibu Hamil Dan Persepsi Kualitas Pelayanan Antenatal Care Di Puskesmas Tanjung Kabupaten Sampang Madura’, pp. 174–181
Nurasih, Nurrochmi, E. and Ukayah, A. (2014) ‘Faktor-Faktor Yang Mempengaruhi Tingkat Kepuasan Ibu Bersalin Terhadap Pertolongan Persalinan Oleh Bidan di Puskesmas PONED Ujungjaya Tahun 2013’, 2(3), pp. 25–30.
Purwati, S. (2016) ‘Faktor-Faktor Yang Berhubungan dengan Kepuasan Ibu Pada Pelayanan KIA di UPTD Puskesmas Japah Kecamatan Japah Kabupaten Blora tahun 2016’, p. 123.
Purwoastuti, E. and Walyani, E. S. (2015) Mutu Pelayanan Kesehatan dan Kebidanan. Yogyakarta: Pustaka Baru Press.
Setitit, L., Wantania, J. and Kaunang, W. J..P. (2017) ‘Hubungan Antara Mutu Pelayanan Dengan Kunjungan Ibu Hamil K4 di Poli Kesehatan Ibu Dan Anak Rumah Sakit Umum Daerah MAPPI Provinsi Papua’, pp. 76–91
Solang, S., Lohoraung, A. and Purwandari, A. (2012) ‘Hubungan Kepuasan Pelayanan Antenatal Care Dengan Frekuensi Kunjungan Ibu Hamil Di Puskesmas Kombos Kecamatan Singkil Kota Manado’, 4(1), pp. 349– 357.
Susmaneli, H. and Triana, A. (2014) ‘Dimensi Mutu Pelayanan Kebidanan terhadap Kepuasan Pasien Program Jampersal Quality Dimensions of Midwifery Care on Patient Satisfaction Jampersal ( Delivery Assurance ) Program’, (5).
Trimurthy, I. (2008) ‘Analisis Hubungan Persepsi Pasien Tentang Mutu Pelayanan Dengan Minat Pemanfaatan Ulang Pelayanan Rawat Jalan Puskesmas Pandanaran Kota Semarang’.
Windra (2010) ‘Hubungan Kepuasan Ibu Hamil Terhadap Pelayanan Bidan Dengan Motivasi Melakukan Antenatal Care Di Puskemas Ngasem’
DOI: https://doi.org/10.31983/jahmt.v2i4.6464
Article Metrics
Refbacks
- There are currently no refbacks.