Pengaruh Kualitas Pelayanan Kesehatan Gigi dan Mulut terhadap Kepuasan Pasien di Poliklinik Gigi RSI Sultan Agung Semarang

Abstract

Universitas Diponegoro Fakultas Kesehatan Masyarakat Program Studi Magister IlmuKesehatanMasyarakat Konsentrasi Administrasi Rumah Sakit 2018 ABSTRAK Rr. Sarah Ladytama Pengaruh Kualitas Pelayanan Kesehatan Gigi dan Mulut terhadap Kepuasan Pasien di Poliklinik Gigi RSI Sultan Agung Semarang Xiv + 110 halaman + 34 tabel + 12 gambar + 12 lampiran Kesehatan gigi dan mulut merupakan bagian yang tidak terpisahkan dari pelayanan kesehatan masyarakat disetiap rumah sakit. Data Laporan Bulanan tahun 2017 jumlah kunjungan pasien di Poliklinik gigi RSI Sultan Agung Semarang mengalami penurunan yang tidak stabil pada bulan Juni 2017 dengan jumlah kunjungan 381 pasien dari total kunjungan perbulan mencapai 600 sampai 650 pasien. Tujuan penelitian ini adalah menganalisis urutan prioritas dari lima dimensi kualitas pelayanan kesehatan gigi mulut terhadap kepuasan pasien. Penelitian ini merupakan observational kuantitatif dengan pendekatan Cross Sectional. Populasi penelitian meliputi seluruh pasien yang sudah pernah periksa dan mendapatkan pelayanan di poliklinik gigi dengan sampel 100 pasien. Analisis data menggunakan Confimatory Factor Analysis (CFA). Hasil penelitian menunjukkan bahwa urutan prioritas variabel pada Kualitas pelayanan kesehatan gigi dan mulut di Poliklinik gigi RSI Sultan Agung Semarang meliputi variabel responsiveness, tangibles, emphaty, reliability dan assurance. dimana variabel responsiveness merupakan variabel yang berpengaruh paling besar. Pengaruh kualitas pelayanan Aspek Responsiveness terhadap kepuasan pasien memiliki koefisien regresi positif 0,741, C.R 5,807, p=0,001 (p<0.05) artinya responsiveness berpengaruh signifikan terhadap satisfaction; Aspek Tangibles memiliki koefisien regresi positif 0,178, C.R 3,347, p=0,001 (p<0.05) artinya tangibles berpengaruh signifikan terhadap satisfaction. Aspek Emphaty memiliki koefisien regresi positif 0,119, C.R, 2,071, p=0,038 (p<0.05) artinya emphaty berpengaruh signifikan terhadap satisfaction. Aspek Reliability memiliki koefisien regresi positif 0,063, C.R=0,909, p 0,363 artinya reliability berpengaruh tidak signifikan terhadap satisfaction. Aspek Assurance memiliki koefisien regresi positif 0,028, C.R =0,434, p=0,664 artinya assurance berpengaruh tidak signifikan terhadap satisfaction. Implikasi manajerial diharapkan menjadi sebuah strategi yang dapat mengoptimalkan kepuasan pasien seperti penambahan jumlah perawat gigi. Pendaftaran pasien melalui mobile application by android, Perbaikan mekanisme alur pelayanan dengan One stop service di satu tempat. Kata kunci : Kualitas Pelayanan, Kepuasan Pasien, Kesehatan Gigi Mulut Kepustakaan: 43 (1996-2017) Diponegoro University Faculty of Public Health Master’s Study Program in Public Health Majoring in Hospital Administration 2018 ABSTRACT Rr. Sarah Ladytama The Influence of Quality of Dental and Oral Health Services towards Patient Satisfaction at Dental Polyclinic of Sultan Agung Islam Hospital in Semarang xiv + 110 pages + 34 tables + 12 figures + 12 appendices Dental and oral health is an integral part of public health services in every hospital. Based on monthly reports in 2017 at the Dental Polyclinic of Sultan Agung Islam Hospital in Semarang, number of patient visit in June 2017 decreased dramatically to be 381 patients from the total visit per month that reached 600 – 650 patients. This study aimed at analysing the priority order of five dimensions of quality of dental and oral health services towards patient satisfaction. This was an observational-quantitative study using a cross sectional approach. Research population was all patients that had ever checked and obtained services at the Dental Polyclinic. Number of samples were 100 patients. Data were analysed using Confirmatory Factor Analysis (CFA). The results of this research showed that the priority order for variables of quality of dental and oral health services at the Dental Polyclinic of Sultan Agung Islam Hospital was responsiveness, tangibles, empathy, reliability, and assurance in which the variable of responsiveness was the dominant variable. The aspect of responsiveness significantly influenced patient satisfaction (0.741; C.R=5.807; p=0,001; p<0.05). The aspect of tangibles significantly influenced patient satisfaction (0.178; C.R=3.347; p=0.001; p<0.05). The aspect of empathy significantly influenced patient satisfaction (0.119; C.R=2.071; p=0.038; p<0.05). The aspect of reliability did not influence patient satisfaction (0.063; C.R=0.909; p=0.363). The aspect of assurance did not influence patient satisfaction (0.028; C.R=0.434; p=0.664). The managerial implication was expected to be a strategy that could optimize patient satisfaction like adding number of a dental hygienist. Registration of a patient uses mobile application by android. A mechanism of a service flow needs to be improve using one stop service at one place. Keywords : Quality Of Service, Patient Satisfaction, Dental And Oral Health Bibliography: 43 (1996-2017)