Persepsi Pasien terhadap Kualitas Pelayanan Rumah Sakit Pusat Pertamina Jakarta

Abstract

Pertamina center hospital is one of the largest hospital in jakarta and not only of for society as a whole the capital of jakarta, but also the reference to indonesians. It was because pertamina center hospital considered to be incapable of provided health services satisfactory so as to be a solution that answer the needs will of public health services. However, according to Pertamina Center Hospital data, there are still complaints that arise from hospital patients. The service in the radiology room which is a supporting facility at Pertamina Central Hospital should be kept in mind the quality of service although not the main service, because it can also affect patient satisfaction as a whole. So this final task aims to find out how the perception of patients in the radiology room on the quality of service Pertamina Central Hospital. This research is descriptive research type with quantitative method which use questioner as data collecting tool. Respondents who asked for data were as many as 60 respondents in radiology room of Pertamina Central Hospital by using sampling technique of non probability type ie purposive sampling. This research use 5 (five) indicators of service quality that is Reliability, Responsiveness, Assurance, Empathy, and Tangibles in seeing patient perception on service quality. In each indicator of the quality of service, the majority of respondents' answers indicate good category. Responsiveness Indicator is the highest determinant indicator that has the highest percentage compared to other determinant indicator on the answer of good category which shows that the alertness of the employees of Pertamina Central Hospital is a service which becomes the excellence for the patient and can maximize patient's satisfaction. While tangibles indicator is the determinant indicator which has the lowest percentage compared with other determinant indicator in answer of good category which indicate that all physical facilities that exist in Pertamina Central Hospital still need to be improved its service so as not to reduce patient's satisfaction. Perceptions of respondents can be measured from the overall answers indicator quality service, where in this study symptoms indicator indicators of performance indicators good for can be concluded the patient of quality service Pertamina Center Hospital is good.