ANALISIS KEPUASAN IBU BERSALIN DI RUANG KEBIDANAN

Hesti Kurniasih, Vina Nurul Utami, Sumiyati Sumiyati, Affi Zakiyya

Abstract


Patient satisfaction is the most important thing that needs to be prioritizied by the Hospital. To achieve the quality of service according to patient expectations, the hospital always prioritizes patient satisfaction through continous improvement in the quality of service by implementing correct practives, increasing human resource competence (HR) and applying adequate technology. Research this is a type of quantitative research with approach cross sectional. The population in this, study were all maternity patients for a period of 1 month. The number of samples that met the inclusion criteria from September 11 to October 11, 2017 wa 77 people. Univariate analysis with the Importnace-method Performance Analysis. The IPA method is done by calculating the level of conformity and a Cartesian diagram of expectations and reality. To determine the different test, the researcher first conducted a normality test on variabels; tangible; reliability, responsivess, assurance, and empathy using Kolmogorof-Smirnof (because the sample >50) with a significant value<0.05 (Dahlan, 2014). It was concluded that the data was not normally distrtributed. So researchers use the Wilcoxon test (because the data are not normally distributed) to determine the different test (Dahlan, 2014). On the dimensions of the study carried out still requires changes to improve patient satisfaction.

Keywords


satisfaction; hospital; patient;

Full Text:

PDF

References


Aditama, C. Y. 2003. Manajemen Administrasi Rumah sakit. Jakarta: Universitas Indonesia (UI Press).

Aflah, R. 1995. Kepuasan Pengunjung Usia Lanjut pada Pelayanan Pengobatan Puskesmas Kelurahan di Kotamadya Jakarta Timur. Jurnal. FKMUI Depok. [serial online] http://journal.ui.ac.id/index.php/mik/article/download/1140/1047 [24 September 2014]

Andriyani, S dkk. 2009. Hubungan Kualitas Pelayanan Kesehatan dengan Kepuasan Pasien Rawat Inap di Badan Pelayanan Kesehatan Rumah Sakit Umum Daerah Kabupaten Magelang. Jurnal. Departemen Ilmu Kesehatan Masyarakat Universitas Islam Indonesia Jogjakarta [serial online]http://publikasiilmiah.ums.ac.id/bitstream/handle/123456789/2067/8n.pdf?sequence=1. [25 September 2014]

Arikunto, S. 2006. Prosedur Penelitian Suatu Pendekatan Praktik. Jakarta: PT. Rineka Cipta

Aryani, D. et.al. 2010. Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan. Jurnal. Ilmu Administrasi dan Organisasi FISIP. UI [serial online] journal.ui.ac.id/index.php/jbb/article/view/632/617 [25 September 2014]

Athiyyah, N. 2003. Kepuasan Pasien Rawat Jalan Terhadap Pelayanan Kesehatan Puskesmas Di Kabupaten Jember. Skripsi. Surabaya: Universitas Airlangga Atmaja, H. S. 2003. Pengaruh Kualitas Jasa Terhadap Kepuasan Pelanggan dalam Membangun Loyalitas Pelanggan (Studi Kasus Pelanggan Multimedia Akses PT. Telkom). Tesis. Fakultas Ekonomi Universitas Indonesia

Azwar, A dkk. 2003. Metodologi Penelitian Kedokteran dan Kesehatan Masyarakat. Jakarta: Binarupa Aksara 73

Elsi. 2003. Beberapa faktor yang berhubungan dengan kepuasan pasien di ruang rawat inap RSUD Lubuk Basung Kabupaten Agam Sumbar [serial online] http://eprints.undip.ac.id/6976/ [3 Juni 2014]

Endarwita. 2013. Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Kepuasan dan Loyalitas Nasabah Tabungan Bank BRI Cabang Simpang Empat. e-journal. Apresiasi Ekonomi [serial online] http://stie-yappas.ac.id/ejurnalapresiasiekonomi/ 135.pdf [20 September 2014]

Gronroos, C. 1990. Service Management And Marketing: Managing The Moment OfTruth In Service Competition. Singapore: Maxwell MacMillan

Hanafi. 2004. Manajemen Mutu Pelayanan Kesehatan. Surabaya: Airlangga University Press 74




DOI: https://doi.org/10.31983/jsk.v2i1.5786

Article Metrics

Abstract view : 823
Download PDF : 851

Refbacks

  • There are currently no refbacks.


Commitment to quality

Single-blind peer review. Immidiate open acces. Authors retain copyright. No author fees. Published binually.

Jurnal Sains Kebidanan (JSK), its website and the articles published therein are licensed under a Creative Commons Attributions-ShareAlike 4.0 International Licence.

Jurnal Sains Kebidanan is published by Prodi DIII Kebidanan Purwokerto, Jurusan Kebidanan, Politeknik Kesehatan Kementrian Kesehatan Semarang.