ANALISIS KUALITAS PELAYANAN KESEHATAN DI RUMAH SAKIT DAERAH TUGUREJO SEMARANG

Abstract

This research was carried out to know how much the motivation of work, dicipline, the situation of organization were partially as well as stimultaneously influencing the quality of public service in Tugurejo Regional Public Hospital, in Semarang. Besides those in the hope, that the researcher could recommend for the increasing the quality of public services in Tugurejo Regional Public Hospital, in Semarang. Here, the researcher use the quantitative research design with the explainatory approached. According to the hypotesis test the researcher can conclude that : (a) there are correlation between the motivation of work with the public service quality, were the z calculus was higher than the z table, there was 5,64 > 1,96. So, there was a signification correlational between the calculus and the table variables; (b) There are correlation between dicipline with the public service quality, the z calculus was higher than the z table, there was 5,60 > 1,96. So, there was a signification correlational between the calculus and the table variables; (c) There are correlation between organization climate with the public service quality, the z calculus was higher than z table, there was 5,91 > 1,96. So, there was a signification correlational between the calculus and the table varables; (d) The Doubles correlation among the motivation of work, dicipline and the condition of organization variables with the public service quality, where the co efficient correlation of Kendall Concordance was 0,943 and the calculus value of chi square was 155,608 > 7,815. As the value of chi square calculus was higher than the table are 155,608 > 7,815 so it could be concluded that the third free variables have a significant connection. On the other words said that motivation of work, dicipline and the organization conditional influence the variable of public service quality. The whole influence of motivation of work, dicipline and the organization conditional influense variable of public service quality were 66,1 %. While 33,9 % were influenced by other external factors out side of the research. The recommendations in order to increasing the public service quality were do the process of service faster with the supporting of instruments, equipments and room service more being attention by management. The environment inside as a fasility of sanitary and outside of hospital must be clean and health. The attitude of friendly service must be given to all kind of the patients without differencing the level or the class of rooms. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh motivasi kerja, disiplin, iklim organisasi, baik secara parsial, maupun secara bersama sama.terhadap kualitas pelayanan publik pada RSD Tugurejo Semarang. Selain itu juga, dengan dilakukannya penelitian ini diharapkan peneliti dapat memberikan rekomendasi untuk perbaikan kualitas pelayanan di RSD Tugurejo Semarang. DAlam penelitian ini digunakan desain penelitian kuantitatif dengan pendekatan eksplanatori. Dad hasil pengujian hipotesiS, dapat ditarik kesimpulan bahwa (a) terdapat korelasi antara rnotivasi kerja dengan kualitas pelayanan publik dimana z hitung Ibbih besar daripada z label yaitu 5,64> 1,96, maka terdapat korelasi yang signifikan ahtara Variabel Motivasi Kerja derigan Variabel Kualitas Pelayanan Publik; (b) terdapat korelasi antara Disiplih dengan Kualitas Pelayanan Publik dimana z hitung lebih besar daripada z tabel ydltu 5,60 > 1,96, maka dapat disitnpulkah bahwa ada korelasi yang signifikan antara Variabel Disiplin dengan Variabel Kualitas Pelayanan Publik; (c) terdapat korelasi antara variabel iklim organisasi dengan variabel kualitas pelayanan publik diMana z hitung lebih besar daripada z tabel yaitu 5,91 > 1,96, maka dapat disimpulkart bahWa ada korelasi yang signifikan antara Variabel iklim organisasi dengan Variabel Kualitas Pelayanan Publik; (d) terdapat korelasi berganda antara variabel Motivasi Kerja, Disiplin dan Iklim Organisasi dehgan Variabel Kualitas Pelgyanan Publik dimana dihasilkan hilai koefisien kotelasi Konkordansi Kendall sebesatr 0,943 dan nilai hitung chi square sebesar 155,608. Karena nilai chi square hitung lebih betar dal-Oda chi square label yaitu 155,608 > 7,815, maka dapat cisiMpulkah bahWa ketiga variabel bebas tersebut dengan variabel terikat mempurlyai hubUngan piing signifikan atau dapat dikatakan motivasi kerja, disiplin clan iklim organisasi mempengaruhi variabel kualitas pelayanan publik. Besarnya pettgaruh variabel motivasi kerja, disiplin dan iklim organisasi secara bersama-satta terhadap kualitas pelayanan publik sebesar 66,1%, sedangkan 33,9% dipengarUhi olbh fdktor-taktor lain di luar variabel penelitian. Rekomendasi yang diajukati perteliti antara lain : dalam hal peningkatan kualitas Pelayanan Publik adalah proses kecepdtan Pelayanan perlu ditingkatkan; kondisi peralatan, perlengkapan sarana dan ruangan pelayanan masih kurang memadai, untuk itu perlu ada perbaikan dan pemenuhan kebutuhan penunjang pelayanan kesehatan; kebersihan sarana, ruangan, dan lingkungan Rumah Sakit perlu mendapatkan perhatian dari Manajemen, karena kondisinya masih memprihatinkan; dan sikap ramah, perhatian dan tanggap seharusnya diberikan secara adil dan sama kepada semua pasien dan keluarga pasien balk yang rawat inap di ruang VIP ataupun di kelas atau bangsal.