Pengaruh Persepsi Ibu Hamil tentang Mutu Layanan ANC terhadap Minat Pemanfaatan Ulang Layanan ANC di Puskesmas Sukomoro Kabupaten Magetan Tahun 2011

Abstract

Universitas Diponegoro Program Pascasarjana Program Magister Ilmu Kesehatan Masyarakat Konsentrasi Administrasi dan Kebijakan Kesehatan Manajemen Kesehatan Ibu dan Anak 2011 ABSTRAK Sulikah Pengaruh Persepsi Ibu Hamil tentang Mutu Layanan ANC terhadap Minat Pemanfaatan Ulang Layanan ANC di Puskesmas Sukomoro Kabupaten Magetan Tahun 2011 xiv + 95 halaman + 24 tabel + 9 gambar + 8 lampiran Kunjungan ulang layanan ANC/K4 di Puskesmas Sukomoro dari tahun 2007-2009 sangat rendah dibanding SPM K4 Kabupaten Magetan. Selain itu ada beberapa keluhan pasien pada mutu layanan yang terkait dengan Reliability, Responsiveness, Assurance, Emphaty dan Tangibles. Penelitian ini bertujuan mengetahui pengaruh persepsi ibu hamil tentang mutu layanan ANC terhadap minat pemanfaatan ulang layanan ANC. Jenis penelitian survei analitik dengan pendekatan cross sectional, pengumpulan data menggunakan wawancara terstruktur dengan alat bantu kuesioner yang sudah diuji validitas dan reliabilitas. Sampel ibu hamil, besar sampel 87 dipilih dengan teknik consecutif sampling. Analisis data menggunakan chi-square untuk menguji hubungan dan regresi logistik untuk menguji pengaruh. Hasil penelitian menunjukkan persepsi Reliability baik (51,7%), Responsiveness baik (50,6%), Assurance kurang baik (50,6%), Emphaty baik (52,9%), Tangibles baik (50,6%) dan minat pemanfatan ulang layanan ANC minat rendah (50,6%). Hasil analisiss bivariat antara persepsi mutu layanan ANC dengan pemanfaatan ulang layanan ANC yang berhubungan adalah persepsi mutu Reliability, Responsiveness, Assurance, Emphaty dan Tangibles (p<0,05). Hasil analisis multivariat secara bersama-sama variabel yang berpengaruh adalah emphaty (p=0,0001, Exp-(β)=60,731) dan tangibles (p=0,001.Exp-β =18,901). Kesimpulan bahwa untuk meningkatkan minat pemanfaatan ulang layanan ANC maka perlu perbaikan mutu emphaty dan tangibles layanan ANC secara bersama-sama. Disarankan kepada Puskesmas Sukomoro untuk meningkatkan mutu emphaty: mengedepankan keramahan dalam pelayanan pelatihan, penguasaan komunikasi terapeutik, costumer servis. Pada mutu tangibles: perlu penambahan kursi ruang tunggu, penyediaan parkir khusus pasien, frekuensi pembersihan kamar mandi perlu ditingkatkan. Kata kunci : Mutu Layanan ANC, Pemanfaatan ulang, Kepustakaan: 52. Diponegoro University Postgraduate Program Master’s Program in Public Health Majoring in Health Policy Administration Sub Majoring in Maternal and Child Health Management 2011 ABSTRACT Sulikah The influence of Pregnant Women Perception on the Quality of Antenatal Care Service towards Willingness to Reuse Antenatal Care Service in Sukomoro Puskesmas Magetan District, 2011 xiv + 95 pages + 24 tables + 9 figures + 8 enclosures Antenatal care (ANC) / K4 service revisiting in Sukomoro puskesmas in the period of 2007-2009 were very low compared to SPM K4 Magetan district. Additionally, there were patients’ complaints on the service quality related to reliability, responsiveness, assurance, empathy and tangibles. The objective of this study was to know the influence of pregnant women perception on the service quality of ANC towards willingness to reuse ANC service. This was an analytical survey with cross sectional approach. Data were collected using structured interview with questionnaire as an instruments aid. This questionnaire had been tested for its validity and reliability. Study samples were pregnant women. The number of samples was 87 pregnant women and they were selected using consecutive sampling technique. Chi-square to test an association and logistic regression to test the influence were applied in the data analysis. Results of the study showed good perception reliability (51.7%), good responsiveness (50.6%), poor assurance (50.6%), good empathy (52.9%), good tangibles (50.6%) and low willingness to reuse ANC service (50.6%). Results of bivariate analysis showed association between willingness to reuse ANC service and quality perception reliability, responsiveness, assurance empathy and tangibles (p< 0.05). Multivariate analysis indicated that variables jointly affecting willingness to reuse ANC service were empathy (p= 0.001, exp (B) = 60.731) and tangibles (p= 0.001, exp (B) = 18.901). In conclusion, to increase willingness to reuse ANC service it needed improvement on the quality of both empathy and tangibles ANC service. It was suggested to Sukomoro puskesmas to enhance empathy quality by prioritizing kindness in the training service, mastering therapeutic communication and customer service. For improving tangibles quality: it needed to add more waiting room chairs, to provide special parking place for patients , to increase the frequency of bathroom cleaning. Key words : ANC service quality, reuse Bibliography : 52