Analisis Pengaruh Persepsi Mutu Pelayanan Keperawatan terhadap Kepuasan Keluarga Pasien Rawat Jalan di RSJD dr. Amino Gondohutomo Semarang

Abstract

Universitas Diponegoro Program Pascasarjana Program Magister Ilmu Kesehatan Masyarakat Konsentrasi Administrasi Rumah Sakit 2012 ABSTRAK Raden Ardita Gunadarma Analisis Pengaruh Persepsi Mutu Pelayanan Keperawatan terhadap Kepuasan Keluarga Pasien Rawat Jalan di RSJD dr. Amino Gondohutomo Semarang 72 halaman + 25 tabel + 4 gambar + 7 lampiran RSJD Dr. Amino Gondohutomo Semarang telah mengalami penurunan jumlah kunjungan pasien rawat jalan yang membayar secara tunai selama 3 tahun terakhir. Penelitian ini bertujuan untuk mengetahui pengaruh mutu pelayanan keperawatan terhadap kepuasan keluarga pasien. Jenis penelitian observasional dengan metode survey dan pendekatan crossectional. Wawancara menggunakan kuesioner terstruktur pada 92 keluarga pasien yang memanfaatkan pelayanan kesehatan di poliklinik rawat jalan secara tunai. Data penelititan diolah secara kuantitatif dan dianalisis dengan uji Chi square dan regresi logistik. Hasil penelitian menunjukkan sebagian besar responden berusia dewasa dini (60,9%), berjenis kelamin laki-laki (55,4%), berpendidikan sedang (50,0%), bekerja sebagai wiraswasta (32,6%). Persepsi tangible baik sebesar 84,8 %, persepsi reliability baik sebesar 79,3 %, persepsi responsiveness baik 88 %, persepsi assurance baik sebesar 83,7 %, dan persepsi empathy baik 85,9 %. Kepuasan keluarga pasien baik 77,2 %. Analisis bivariat menunjukkan ada hubungan antara perspsi tangible ( p=0,0001), reliability ( p=0,0001), assurance ( p=0,0001), responsiveness ( p=0,0001) dan emphaty ( p=0,0001) dengan kepuasan keluarga pasien. Hasil analisis multivariat menunjukan adanya pengaruh secara bersama-sama antara persepsi tangible, reliability, responsiveness, assurance dan emphaty terhadap kepuasan keluarga pasien rawat jalan di RSJD Amino Gondohutomo. Kepuasan keluarga pasien rawat jalan di RSJDAG tergolong baik dan dipengaruhi oleh persepsi tangible, reliability, responsiveness, assurance, emphaty. Kata kunci : rawat jalan, persepsi, mutu pelayanan, kepuasan, keperawatan Kepustakaan : 23 ( 1984- 2008 ). Diponegoro University Postgraduate Program Master’s Program in Public Health Majoring in Hospital Administration 2012 ABSTRACT Raden Ardita Gunadarma Analysis on the Association between Nursing Service Quality Perception and Patients Family Satisfaction at the Outpatient Unit of Dr. Amino Gondohutomo Psychiatric Hospital, Semarang 72 pages + 25 tables + 4 figures + 7 enclosures RSJD dr. Amino Gondohutomo Semarang had experienced the decrease on the number of outpatient visit who paid in cash in the last 3 years. Objective of this study was to identify the effect of nursing service quality toward patient’s family satisfaction. This was an observational study using survey method and cross sectional approach. Interview was conducted on 92 patient’s families who used health service in the outpatient polyclinic and paid the cost in cash. The interview was guided by structured questionnaire. Study data were managed as quantitative data; chi-square test and logistic regression were applied. Results of the study showed that majority of respondents were in the early adult age group (60.9%), males (55.4%), with moderate level of education (50.0%), and work as private workers (32.6%). Majority of respondents had good perception on tangible (84.8%), good perception on reliability (79.3%), good perception on responsiveness (88.0%), good perception on assurance (83.7%), and good perception on empathy (85.9%). Satisfaction of patient’s family was good (77.2%). Result of bivariate analysis indicated associations between satisfaction of patient’s family and perception on tangible (p= 0.0001), reliability (p= 0.0001), assurance (p= 0.0001), responsiveness (p= 0.0001), and empathy (p= 0.0001). Results of multivariate analysis showed joint effect among tangible, reliability, responsiveness, assurance, and empathy toward satisfaction of outpatient’s family in RSJD Amino Gondohutomo. Satisfaction of outpatient’s family in RSJD dr Amino Gondohutomo was considered good. It was influenced by perception on tangible, reliability, responsiveness, assurance, and empathy. Key words : outpatients, perception, service quality, satisfaction, nursing Bibliography : 23 (1984-2008)