Analisis Kualitas Pelayanan (Service Performance Quality) Pada Rumah Sakit Pelayanan Kesehatan Umum (PKU) Muhammadiyah Karanganyar Surakarta

Abstract

Following the increasing of the education level and standard of living of the society as an Indonesian establishnient result, makes so increase of the society demand about medical services. So, hospital will be demanded to give service more better. Basic on pre-survey has done hospital’s service performance quality is estimated still bad. To know how far the health succesfull service in a hospital, it has done research about: ccService Performance Quality Analysis in Pelayanan Kesehatan Umum (PKU) Muhammadiyah Kàranganyar Hospital, Surakarta”. This research as a marketing strategic observation in order to know in-patient satisfaction level concern hospital health service, to know about the significant relation between patient satisfaction level passing hospital’s service performance quality with arrival service hospital, paramedic service, hospital facility and food menu prepare, the service when check out from hospital, and so to know about gap between patient satisfaction’s expectation and reality. This research subjects are patients with in-patient service in PKU Muhammadiyah ICaranganyar Hospital. Sample take in a Purposive Random Sampling with the deterinine criteria. The research instruments are leaves of questionaire, which fill up by respondents. The analysis do with give a score value, Chi-Square technique of analysis, and GAP Theory. Result of analysis could be described that PKU Muhammadiyah Karanganyar Hospital at Karanganyar is a private hospital which owner by Muhammadiyah, it’s a type C class private hospital and having 72 beds in its capacity with Bed Occupancy Rate 45,86 % in 1998. The mayority of the patient’s economy is iniddle to low class (elementary education, farmer, and the income is less than Rp 100.000,- per month), they lived arround the hospital location, the fainily give very important role in the circle of the patient, patients are responsible to pay the cost treatment themselves, patient know about PKU Muhammadiyah Karanganyar Hospital by themselves. The patient’s satisfaction rate is great and they have willingness to find the same in-patient services. PKU Muhammadiyah Karanganyar Hospital have a point things to give much attention to cleanliness of bathrooms I wc, drugstore completeness, caring room completeness, nueses quickness, and hospital check in procedures. This study concludes that the patients’ satisfaction level of in-patient services are very satisfy. Moreover, the relationship between service performance variables is significant and close-knit. But, basic on GAP Theory patient has proved very not satisfy. More high service performance quality level will make rises patient quantity to choose PKU Muhammadiyah Karanganyar Hospital, and so the Bed Occupancy Rate rises too.