Faktor-Faktor Mutu Pelayanan Kebidanan yang Mempengaruhi Tingkat Kepuasan Pasien di Poli Kebidanan RSUD Wonosari

Main Article Content

Franata Suriana Esthi
Eko Mindarsih
Murni Murni

Abstract

Hospitals play a role in improving the quality of health services. It was important to accurately measure patients' level of satisfaction.
The previous study showed the score of 74.67%. It was lower than the level of customer satisfaction in Wonosari Regional Public
Hospital (75.34%), 62.5% of the patients were satisfied of tangibles, 75% were satisfied on reliability, and 62.5% were satisfied in
empathy. Research objective to investigate factors of midwifery service quality in Wonosari Regional Public Hospital Midwifery
Clinic. This research method used analytical survey with cross sectional approach. 82 people were taken as samples by using
purposive sampling technique. The data analysis employed Gamma testing. The result was factors of service quality in Wonosari
Regional Public Hospital Midwifery Clinicwere categorized as good. The percentages are: direct proof 54.9%, reliability 56.1%,
empathy 57.3%, responsiveness 54.9%, guarantee 52.4%. The patient satisfaction level was 61.0%. The Gamma test result
showed that the p-value of direct proof, reliability, empathy, responsiveness, and guarantee is 0.000 < 0.05. In addition, the value of r
gamma of direct proof and responsiveness = 0.979, reliability = 0.993, empathy = 0.985 and guarantee = 0.988.

Article Details

How to Cite
Esthi, F., Mindarsih, E., & Murni, M. (2017). Faktor-Faktor Mutu Pelayanan Kebidanan yang Mempengaruhi Tingkat Kepuasan Pasien di Poli Kebidanan RSUD Wonosari. Jurnal Kesehatan Ibu Dan Anak, 11(2), 102-109. https://doi.org/10.29238/kia.v11i2.38
Section
Articles

References

1. Depkes Indonesia. (2012). Profil Kesehatan
Indonesia. Jakarta: Depkes RI.
2. Hermanto, D. (2010). Jurnal: "Pengaruh
Persepsi Mutu Pelayanan Kebidanan Terhadap
Kepuasan Pasien Rawat Inap Kebidanan di
RSUD Dr. H. Soemarno Sostroatmodjo
Balungan Kalimantan Timur". Thesis.
Universitas Diponegoro Semarang.
3. KEMENKES.(2014). PERMENKES Nomor 56
Tahun 2014 Tentang Klasifikasi dan Perizinan
Rumah Sakit. Jakarta: KEMENKES.
4. KEMENKES. (2009). PERMENKES Nomor 44
Tahun 2009 Tentang Rumah Sakit. Jakarta:
KEMENKES.
5. Machmud, R. 2008. Manajemen Mutu
Pelayanan Kesehatan. Jurnal Kesehatan
Masyarakat Andalas. Volume 02, no 2.http://id.portalgaruda.org/index.php?ref=brows
e&mod=viewarticle&article=261616. Diakses
pada 30 November 2017.
6. Pohan, I.S. (2006). Jaminan Mutu Layanan
Kesehatan: Dasar-Dasar Pengertian dan
Penerapan. Jakarta: EGC.
7. RSUD Wonosari. (2016). Laporan Indeks
Kepuasan Masyarakat. Yogyakarta: RSUD
Wonosari.
8. Syafrudin, Masitoh,S., & Rosyanawaty, T.
(2014). Manajemen Mutu Pelayanan
Kesehatan Untuk Bidan. Jakarta: CV Trans Info
Media.
9. Rahayu, E. (2014). "Hubungan Kualitas
Pelayanan Kebidanan Dengan Kepuasan
Pasien Di Ruang Rawat Inap Kebidanan
Rumah Sakit Umum Daerah (RSUD) Sleman".
Skripsi. Tidak dipublikasikan. Program D-IV
Bidan Pendidik Fakultas Ilmu Kesehatan
Universitas Respati Yogyakarta.
10. Sari, I. (2010). Manajemen Pemasaran Usaha
Kesehatan. Yogyakarta: Mitra Cendika Press.
11. Supranto, J. (2011). Pengukuran Tingkat
Kepuasan Pelanggan Untuk Menaikkan
Pangsa Pasar. Jakarta: Rineka Cipta
12. Kariman, A. (2012). "Analisis Kulitas Pelayanan
Terhadap Kepuasan Pelanggan Rawat Inap
RSU Tanggerang". Skripsi. Universitas
Diponegoro Semarang.
13. Muninjaya, A. A. (2014). Manajemen
Kesehatan. Jakarta: EGC.
14. Ningrum, R.M. (2014). "Hubungan Mutu
Pelayanan Kesehatan BPJS Terhadap
Kepuasan Pasien di Poliklinik THT Rumkital Dr.
Ramelan Surabaya". Skripsi. STIKES Hang
Tuah Surabaya.
15. Tjiptono, F., & Chandra G,. (2011). Service,
Quality & Satisfaction. Yogyakarta: Andi.
16. Rofiqoh, A. (2014). "Hubungan Mutu Pelayanan
Dengan Tingkat Kepuasan Pelayanan ANC di
Puskesmas Mlati II Sleman Yogyakarta".
Skripsi. Program D-IV Bidan Pendidik STIKES
Aisyiyah Yogyakarta.
17. Wira, I. A. D. 2014. Jurnal : Hubungan Antara
P e r s e p s i M u t u P e l a y a n a n A s u h a n
Keperawatan Dengan Kepuasan Pasien Rawat
Inap Kelas III Di Rsud Wangaya Kota Denpasar.
http://www.pps.unud.ac.id/thesis/pdf_thesis/un
u d - 1 0 0 6 - 9 6 3 5 7 0 0 2 -
tesis%20ida%20ayu%20dwidyaniti%20wira.p
df. Diakses pada 30 November 2017.