Analisis Kepuasan Masyarakat Pada Pelayanan Publik RSU Sumekar di Sumenep

Kurniadi, Ruly (2023) Analisis Kepuasan Masyarakat Pada Pelayanan Publik RSU Sumekar di Sumenep. Masters thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Pentingnya peran rumah sakit dalam bidang kesehatan, menimbulkan tuntutan bagi rumah sakit untuk lebih meningkatkan mutu pelayanannya, guna mewujudkan standar pelayanan publik yang optimal. RSU Sumekar harus mampu memenuhi kualitas pelayanan yang menjadi tolak ukur keberhasilan pelayanan. Untuk dapat mengukur keberhasilan pelayanan maka akan dianalisis kepuasan masyrakat dengan metode service quality. Penelitian bertujuan untuk mengukur kepuasan masyarakat terhadap pelayanan publik di RSU Sumekar dengan menggunakan metode service quality agar dapat menentukan peningkatan pelayanan dan juga menganalisis GAP kepuasan masyarakat terhadap pelayanan publik di RSU Sumekar. Berdasarkan data yang diperoleh peneliti terdapat beberapa perbedaan data jumlah pasien yang berkunjung ke RSU Sumekar selama lima tahun terakhir. Pada tahun 2021 terjadi penurunan kunjungan pasien yang sangat signifikan. Dapat disimpulkan bahwa pelayanan yang diberikan oleh RSU Sumekar memiliki permasalahan. Oleh karena itu, penting bagi peneliti untuk melakukan penelitian tentang “Analisis Kepuasan Masyarakat Terhadap Pelayanan Publik Di RSU Sumekar”. Penelitian ini akan menggunakan metode kuantitatif beserta service quality dan analisis GAP. Pengumpulan data akan dilakukan dengan menggunakan kuesioner tertutup, dengan mengutamakan etika penulisan karya ilmiah. Variabel penelitian yang akan digunakan meliputi karakteristik responden berdasarkan lima dimensi kualitas pelayanan, antara lain: daya tanggap, keandalan, empati, jaminan, bukti nyata. Hasil penelitian ini didapatkan secara keseluruhan kepuasan pasien di RSU Sumekar dinilai rendah, dengan menunjukkan nilai negatif. Hasil dari pengukuran kepuasan dengan metode SERVQUAL diketahui bahwa nilai GAP secara keseluruhan (–0.85), semakin negatif nilai servqual maka kualitas layanan RSU Sumekar semakin rendah. Strategi yang perlu dilakukan untuk meningkatkan kepuasan masyarakat RSU Sumekar adalah dengan menerapkan Sistem manajemen rumah sakit, pelatihan kepegawaian rumah sakitdan melengkapi sarana, prasarana dan alat kesehatan di Rumah Sakit.
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The importance of the role of hospitals in the health sector, brought about the demands for hospitals to further improve the quality of their services, in order to establish an optimal standard of public services. The RSU Sumekar must be able tp meet the quality service which is the benchmark for service success. To be able to measure the success of the service, the people’s satisfaction will be analyzed using the service quality method. This study aims to measure community satisfaction with public services at RSU Sumekar by using the service quality method to determine service improvements and to analyze the gaps in public satisfaction with public services at RSU Sumekar. Based on the data obtained by the researchers, there were several differences in the data on the number of patients visiting the RSU Sumekar for the last five years. In 2021 there be a very significant decrease in patient visits.It can be concluded that the services provided by the Sumekar general hospital have problems. Therefore, it is important for researchers to conduct research on "Analysis of Public Satisfaction with Public Services at RSU Sumekar". This study will use quantitative method along with servce quality and GAP analysis. Data collection will be carried out using close-ended questionnaires, prioritizing the ethics of writing scientific papers. The research variables that will be used include the characteristics of respondents based on five dimensions of service quality, including: responsiveness, reliability, empathy, assurance, tangibles. The results of this study found that overall patient satisfaction at RSU Sumekar was considered low, showing a negative value. The results of measuring satisfaction with the SERVQUAL method show that the overall GAP value (–0.85), the more negative the servqual value, the lower the service quality of RSU Sumekar. The strategy that needs to be carried out to increase community satisfaction at RSU Sumekar is to implement a hospital management system, hospital staff training and complete facilities, infrastructure and medical devices at the Hospital.

Item Type:	Thesis (Masters)
Uncontrolled Keywords:	Kepuasan, pelayanan, daya tanggap, keandalan, empati, jaminan, bukti nyata
Subjects:	R Medicine > RA Public aspects of medicine R Medicine > RA Public aspects of medicine > RA960+ Hospitals
Divisions:	Interdisciplinary School of Management and Technology (SIMT) > 61101-Master of Technology Management (MMT)
Depositing User:	Ruly Kurniadi
Date Deposited:	10 Feb 2023 03:13
Last Modified:	24 Aug 2023 02:12
URI:	http://repository.its.ac.id/id/eprint/96618

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