QUALITY OF SERVICE OF HEALTH CARE FOR OUTPATIENT PARTICIPANTS OF SOCIAL SECURITY ORGANIZER BANJARMASIN CITY, INDONESIA - THE CASE IN PEKAUMAN PUSKESMAS AND KARANG MEKAR PUSKESMAS

July Khair

Abstract


This research aims to know how the quality of health services in Pekauman Puskesmas and Karang Mekar Puskesmas, if there are any problems faced in the implementation of health services in both Puskesmas by using qualitative descriptive research methods. The framework of the idea in this study is to compare health services in Pekauman Puskesmas and Puskesmas of Karang Mekar which is measured by five-dimensional SERVQUAL which developed Zeithaml, Parasuraman and Berry, the dimensions of physical display, reliability, responsiveness, assurance and attention. The results of the study showed that the health services held by Pekauman Puskesmas have been running quite well, some aspects that need to be improved are on the aspects of physical evidence, responsiveness and assurance to improve the quality of service given. While in the Puskesmas Karang Mekar that need to improve the quality is on the aspect of physical evidence, assurance and completeness of infrastructure. Conclusion of result shows that the quality service of Pekauman Puskesmas and Puskesmas Karang Mekar that measured with five-dimensional SERVQUAL has been implemented quite well, but there are some aspects that still continue to be improved quality Service to achieve maximum patient satisfaction.

 

Article visualizations:

Hit counter

DOI

Keywords


service quality, health center

Full Text:

PDF

References


Astuti, Retno Sunu (2004). Administration reform, Semarang: FISIP UNDIP.

Azwar, Azrul (1996). Introduction to Health Administration, Jakarta: Binarupa Aksara

Herlambang, Susatyo, 2016. Health Services Management Hospital, Yogyakarta: Goshen Publishing.

Hoffman, K. Douglas, and John E. G. Bateson (1997). Essential of Service Marketing, Harcourt Brace College Publisher: The Dryden Press.

Lestari W. P., D. K. K. (2009). Analysis of patient satisfaction level factor at PKU Muhammadiyah hospital Bantul, Doctoral journal and Health Indonesia, Vol. 1, No. 1, Yogyakarta: UII.

Mawarti, Fitri, et al., (2016). Analysis of quality of service to the satisfaction of pregnant women in Pangkalpinang City Year 2015, Journal of Medicine and Health, Vol. 3 No. 1, Palembang: University of Sriwijaya.

Moenir (2001). General Service Management in Indonesia, Jakarta: Bumi Aksara.

Mukti, et al (2013). Service quality influence on inpatient satisfaction in the Woodward Hospital of Palu City, Journal of Administration and Health policy, Vol. 2 No. 3, Makasar: UNHAS.

Nursalam (2011). Concept and application of research Methodology of Nursing Sciences Jakarta: Salemba Medika.

Solikhah (2008). Patient satisfaction relationship with patient interest in reusing treatment service, Journal of Health Service Management, Vol. 11, No. 4, Yogyakarta: Universitas Gadjah Mada.

Suharmiati dan Budijanto D. (2007). Analysis of factors influencing the level of satisfaction of respondents in hospital-care users in Indonesia, Journal of Research Bulletin Health Systems, Vol. 10, No. 2, Surabaya: Center for Research and Development of humanities and management Health care.

Warella (1997). National Administration and quality of public service, Semarang: Speech of the great teacher strengthening of FISIP UNDIP.

Widyasih, et al. (2014). Public perception of BPJS services at the RSI of Kendal, the proceeding of the National conference II PPNI Central Java, Semarang: University of Muhammadiyah.


Refbacks

  • There are currently no refbacks.


Copyright (c) 2019 July Khair

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Copyright © 2015 - 2019. European Journal of Public Health Studies (ISSN 2668-1056/ISSN-L 2668-1056) is a registered trademark of Open Access Publishing Group. All rights reserved.

This journal is a serial publication uniquely identified by an International Standard Serial Number (ISSN) serial number certificate issued by Romanian National Library. All the research works are uniquely identified by a CrossRef DOI digital object identifier supplied by indexing and repository platforms. All the research works published on this journal are meeting the Open Access Publishing requirements and standards formulated by Budapest Open Access Initiative (2002), the Bethesda Statement on Open Access Publishing (2003) and Berlin Declaration on Open Access to Knowledge in the Sciences and Humanities (2003) and can be freely accessed, shared, modified, distributed and used in educational, commercial and non-commercial purposes under a Creative Commons Attribution 4.0 International License. Copyrights of the published research works are retained by authors.