GAMBARAN TINGKAT KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN KESEHATAN DI POLIKLINIK GIGI DAN MULUT RUMAH SAKIT UMUM PURI RAHARJA

Authors

  • Yogi Darma Raharja Udayana University
  • Sari Kusumadewi Udayana University
  • Dewi Puri Astiti

DOI:

https://doi.org/10.30659/odj.5.1.34-44

Keywords:

Patient satisfaction, Quality of health service, SERVQUAL dimension

Abstract

Background: Patient satisfaction on health service quality are comparison
between patient perception before receiving service and after service received. High patient satisfaction will be achieved if the patient’s expectation before receiving the service is fulflled. Patient’s expectations will be fulflled if the services provided exceed quality, therefore, patient satisfaction is key marker of the quality health service. This aims of this study was to determine the description level of patient satisfaction to health services quality on Dental Polyclinic at Puri Raharja General Hospital.
Method: This study was a quantitative descriptive study with cross-sectional research design. The sampling method used was consecutive sampling with total sample 66 respondents. The datas were collected using questionnaires that had been tested for validity and reliability to determine patient satisfaction level to health service quality in fve SERVQUAL dimension: tangibles, reliability, responsiveness, assurance and empathy.
Result: The results showed 57 respondent (86,4%) satisfed with the quality of health services provided. In each dimension, the majority of respondents were satisfed except in the tangibles dimension.
Conclusion: Majority of patients who visited Dental Polyclinic at Puri Raharja General Hospital satisfed with the service given, except in the tangibles dimension, where 48,5% patient were unsatisfed

Author Biography

  • Sari Kusumadewi, Udayana University
    Udayana University

Downloads

Published

2018-07-10

Issue

Vol. 5 No. 1 (2018): July 2018

Section

Original Article

License

Authors who publish with this journal agree to the following terms:

Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.

Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.

Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).

 

This work is licensed under a Creative Commons Attribution 4.0 International License.