Level of Patient Satisfaction in the Dental Polyclinic of Puskesmas Merdeka Palembang

Nur Adiba Hanum, Dhandi Wijaya, Lilik Indrawati

Abstract


Rapid economic growth makes competition and competition in the business world even tighter, as well as businesses in health services, which are required to be able to meet the needs and desires of patients who are not only limited to their services. Puskesmas that want to develop must be able to maintain patient loyalty by providing satisfaction to their patients by providing quality services. This study aims to determine the level of patient satisfaction on services at the Dental Polyclinic of the Puskesmas Merdeka. This research is a qualitative research conducted in March 2019 on 62 patients in the dental polyclinic during the period of March 2019 which was taken by accidental sampling. Data obtained using a questionnaire consisting of three variables, the professionalism of dental health workers, service systems, and facilities in the dental polyclinic. The level of patient satisfaction is the percentage of the total score against the total score and categorized as very satisfied, satisfied, quite satisfied, dissatisfied, and very dissatisfied. The results showed that the level of patient satisfaction on the professionalism of dental health workers, service systems, and facilities in the dental polyclinic was 87.01%, 84.71%, and 84.55%, and all in very satisfied category. It can be concluded that the services at the Dental Polyclinic of the Puskesmas Merdeka is a quality service.

Keywords


Level of satisfaction; service quality

Full Text:

PDF

References


Bappenas. 2009. Bab 28: Peningkatan akses masyarakat terhadap kesehatan yang berkualitas. Tersedia dari: http://www.bappenas.go.id/files/9213/5022/6053/bab27__ 20090202204616__1756__28.pdf. Diakses tanggal 4 Februari 2019.

Hill, N., Roche, G., & Allen, R. (2007). Customer satisfaction: The customer experience through the customer’s eye. London: Cogent Publishing Ltd.

Kamil, H. 2012. Tingkat kepuasan pasien terhadap mutu pelayanan kesehatan di RSUDZA Banda Aceh. Idea Nursing Journal; 3(1):1–10.

Kotler, P. 2005. Manajemen pemasaran jilid 2. Alih bahasa: Molan, B. Jakarta: PT Indeks Kelompok Gramedia.

Mumu, L.J., Kandou, G.D., & Doda, D.V. 2015. Analisis faktor-faktor yang berhubungan dengan kepuasan pasien di Poliklinik Penyakit Dalam RSUP Prof. Dr. R.D. Kandou Manado. JIKMU; 2015 5(4).

Parasuraman, A., Zeithaml, V.A., & Berry, L.L. 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing; 64(1):12–40.

Pohan, I.S. 2007. Jaminan mutu layanan kesehatan: dasar-dasar pengertian dan penerapan. Jakarta: Penerbit Buku Kedokteran EGC.

Romaji dan Nasihah, L. 2018. Analisis kepuasan pasien terhadap pelayanan kesehatan pada peserta BPJS (Badan Penyelenggara Jaminan Sosial) dan Non BPJS di RSUD Gambiran Kediri Jawa Timur. Preventia; 3(2).

Salamah, U., & Rustiana, E. 2010. Meningkatkan mutu pelayanan medik melalui koordinasi antar unit dan profesionalisme petugas (studi pada RSU Dr. Slamet–Garut). Jurnal Pembangunan dan Kebijakan Publik; 2(2):38–47.

Tjiptono, F. 2014. Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Yogyakarta: Penerbit Andi. Hal. 265–346.

Umar, H. 2005. Evaluasi kinerja perusahaan. Jakarta: Gramedia Pustaka Utama.

Undang-Undang Republik Indonesia Nomor 36 Tahun 2009 tentang Kesehatan.




DOI: https://doi.org/10.31983/jkg.v6i2.5485

Article Metrics

Abstract view : 344
Download PDF : 906

Refbacks

  • There are currently no refbacks.


Jurnal Kesehatan Gigi (p-ISSN: 2407-0866 e-ISSN: 2621-3664), is published by Jurusan Kesehatan Gigi, Politeknik Kesehatan Kemenkes Semarang, Jl. Tirto Agung, Pedalangan, Banyumanik, Semarang, Jawa Tengah, Indonesia, 50268 Telp./Fax: (024) 7471276.

Find us on : Instagram, Facebook

Abstracted/Indexed by:

 

 View My Stats