Kualitas pelayanan dan kepuasan pelanggan :: Studi di ruang rawat inap Rumah Sakit Umum Daerah Sleman

FARIDAH, Prof.Dr. Agus Dwiyanto

2004 | Tesis | Magister Administrasi Publik

Globalisasi dan Desentraslisasi menimbulkan persaingan sangat ketat ditingkat provider, sehingga setiap provider dituntut selalu meningkatkan kinerja untuk menjaga kualitas produk atau jasa yang ditawarkan.Pelanggan akan membeli produk/jasa yang ditawarkan apabila kualitasnya baik dan pelanggan merasa puas, selanjutnya akan menggunakan serta membeli kembali jasa tersebut pada saat kebutuhan yang sama muncul dikemudian hari. Persaingan yang cepat perlu mendapat tanggapan langsung dari pimpinan, staf dan seluruh profesional yang ada di Rumah Sakit karena pendapatan terbesar Rumah Sakit diperoleh dari pasien sebagai pelanggan akhir Rumah sakit, oleh karena itu kepuasan pelanggan dan kesetian pasien menjadi sangat penting. Masyarakat menuntut pelayanan yang berkualitas, ramah, sopan, mudah dan nyaman dan Rumah Sakit Umum Daerah sebagai penyelenggara pelayanan publik hams sanggup mememihi kebutuhan dan harapan mereka atau harus memfokuskan pelayanan pada kepuasan pelanggan. Penelitian ini bertujuan mengungkap bagaimana persepsi pelanggan terhadap kualitas pelayanan (pelayanan keperawatan, pelayanan dokter, pelayanan administrasi dan sarana/fasilitas) dan kepuasan pelanggan. Populasi penelitian ini adalah seluruh pasien rawat inap di Rumah Sakit Umum Daerah SlemanSampel penelitian ditentukan dengan teknik proportional random sampling . Berdasarkan rumus yang dikemukakan Djarwanto sampel penelitian berjumlah 99 reponden.Pengumpulan data dilakukan dengan menggunakan koesioner, observasi dan dokumentasi.Analisa data dilakukan secara kualitatif dengan menggunakan analisis statistic diskriptif. Hasil analisis menunjukan bahwa pesepsi pelanggan tentang kualitas pelayanan secara umum sudah baik, didapat pelayanan keperawatan pada katagori tinggi, pelayanan dokter katagori sedang, pelayanan administrasi katagori sedang, saTana/fasilitas katagori sedang dan pelanggan menyatakan puas atas pelayanan yang diterimanya. Temuan lain dalam penelitian ini bahwa ada perbedaan derajat kepuasan pelanggan apabila dihubungkan dengan pekerjaan dan penghasilan.Makin baik tingkat pekerjaan dan makin tinggi penghasilan pelanggan maka makin tinggi tuntutan kualitas pelayanan agar dapat memberikan kepuasan pelanggan. Dari hasil penelitian tersebut disarankan secara terus - menerus meningkatkan kemampuan petugas pelayanan kesehatan melalui pelatihan, pendidikan sebagai konpensasi bagi petugas pelayanan sehingga tumbuh kesadaran akan kewajiban sebagai pelayan public dan semakin tinggi pemahaman hak pelanggan atas pelayanan public yang berkualitas dan pelayanan berorientasi kepuasan pelanggan.Perlu intervensi kebijakan system insentif,reward dan punish yang dapat berftmgsi sebagai motivator bagi petugas pelayanan public bidang kesehatan.

Globalization and decentralization creates very hard competition in the providers, so that each provider is required to increase its performance to maintain its product or service quality offered. The customers will buy product or service offered if the quality is good and the customers are satisfied, and they will use and buy the thing again when the same need insists in the future. Rapid competition needs to get direct response from the leader, staffs and all professionals existing in hospitals, because the biggest income of the hospitals was from the patient, as the final user. Therefore, customers’ satisfaction and loyalty are very important. The society required a qualified, friendly, polite, easy and comfortable service for Local General Hospital as the operator of public service, it had to be able to meet their needs and expectations, or they had to focus their service to the customers’ satisfaction. This study was aimed to reveal how the customers’ perception toward the service quality (nursing service, doctor service, administration service, and equipment/facilities service) and the customers’ satisfaction. The population of this study was all the inpatients of Sleman Local General Hospital. The samples of the study were determined using proportional random sampling. Based on the equation stated by Djarwanto, the samples of the study were 99 respondents. Data collecting technique was using questionnaires, observation, and documentation. The data analysis was carried out qualitatively using descriptive statistic analysis. The result of this study showed that the customers’ perception toward service quality was generally acceptable, while the nursing service was in high category, doctor service was intermediate category, administration service was intermediate category, equipment or facilities was intermediate category. The customers satisfied on the services they received. Other result of this research showed that there was distinction level on satisfaction relating to their job and their income. Better job level of customers and higher their income, they will receive higher service quality in order to satisfy them. From this research, it suggests that there should be efforts continuously to improve health service workers ability through training and education so there will be awareness as public servant and more understanding on customers’ rights over qualified public service and services oriented to customer satisfaction. Besides, it is necessary to make intervention policy over incentive system, rewards and punishes which have function as motivator for health public service workers.

Kata Kunci : Kualitas Layanan RSUD,Kepuasan Pelanggan, Quality Service District General Hospital, Customer Satisfaction