Hubungan antara harapan dan pengalaman klien terhadap kualitas asuhan keperawatan dengan keinginan membeli ulang pelayanan di RS Dokter Kariadi Semarang
PURNOMO, S. Eko Ch, dr. Sunartini H., Sp.AK.,Ph.D
2005 | Tesis | S2 Ilmu Kesehatan MasyarakatLatar Belakang. Penelitian dalam bidang pemasaran pelayanan khususnya keperawatan belum begitu banyak, barangkali karena perawat (orang yang interest pada keperawatan) dinilai belum waktunya perawatan dianggap sebagai produk unggulan Rumah Sakit. Penelitian ini menitikberatkan pada performance service (PERSERV) kualitas asuhan keperawatan antara harapan dan pengalaman setelah mendapat pelayanan, khususnya klien kelas I dan/ II di RS Dokter Kariadi Semarang. Tujuan. Tujuan penelitian ini adalah mencari karakteristik klien, mengetahui faktor yang mempengaruhi keinginan membeli ulang pelayanan, mengetahui faktor paling dominan dari dimensi kualitas pelayanan. Ditetapkan responden klas I dan/ II karena secara ekonomi klien tersebut memiliki kemampuan untuk mencari/memilih pelayanan ditempat lain (competitor). Metode Penelitian. Peneliti menggunakan metode cross sectional survey, hasil yang diperoleh dianalisis untuk memperoleh tingkat hubungannya menggunakan regresi linier dengan Spearman’s Rank Correlation. Penelitian dilakukan di 7 (tujuh) ruang perawatan dengan jumlah sampel 97 orang responden. Dimensi kualitas pelayanan meliputi dimensi keandalan, ketanggapan, jaminan pelayanan, empati dan keterwujudan yang direfleksikan dalam 20 butir item pertanyaan kuesioner. Hasil penghitungan dikelompokkan menggunakan Diagram Cartesius untuk melihat sebaran masing-masing item pertanyaan. Hasil Penelitian. Diperoleh bahwa, responden terbanyak berdomisili di Semarang dan kelompok umur dewasa menempati urutan terbanyak. Sumber pembiayaan terbanyak dari PT Askes dan sendiri. Dari penghitungan diperoleh bahwa hanya dimensi jaminan pelayanan yang memiliki pengaruh paling kuat dibanding dimensi lainnya. Tingkat hubungan masing-masing dimensi bila berdiri sendiri ternyata tidak bermakna (>0,05), namun bila digabungkan dalam dimensi pengalaman maka diperoleh nilai p : 0,000 (<0,05) yang artinya sangat bermakna terhadap minat untuk membeli ulang pelayanan keperawatan dengan rs : 0,635. Pada kuesioner juga diberikan pertanyaan terbuka untuk mendukung hasil hitungan. Rho hitung lebih tinggi dibandingkan dengan rho tabel sehingga Ho ditolak dan Ha diterima. Kesimpulan. Sumber pembiayaan terbanyak dari PT Askes dan Sendiri, Jaminan Pelayanan menjadi dimensi paling berpengaruh, Ha diterima sesuai hipotesis peneliti. Pihak manajemen sebaiknya melakukan pembekalan/ pembinaan secara periodic pada personil rumah sakit untuk meningkatkan pelayanan dan mematuhi standar pelayanan yang telah disusun.
Background. Research focused health marketing service specially nursing care service has not been research yet, it may be caused by firstly, many of nurses or health professional are not interested in nursing area. Secondly nursing area is not valued as an excellent product in hospital. This research was focused on the quality of nursing care performance service (PERSERV) between client’s expectation and client’s experience after having services particularly the first class client and the second class. Objective. This research aims were to investigate characteristic of clients, to identify factor that contribute to the need of readmission, to explore the dominant factor of the quality nursing care services. The First class client and the second class client were chosen as they were able to select other health care facilities. Method. The current research used cross sectional method, the gathered data was analysed using linear regression with Spearman’s rank correlation. The dimension of quality nursing care included reliability, responsiveness, health care assurance, empathy, and tangible using twenty questionnaires. Result. This result showed that the majority of respondents live in Semarang, and they were adolescent. The result also indicated that the mainstream funding resource was covered by PT Askes (Indonesian Health Care Insurance) and himself. Furthermore, The result illustrated that the only health care assurance significantly contributed to the client’s expectation and client’s experience of the quality of nursing care and the need to readmission, whereas the others had a moderate correlation. The level correlation of each dimension was not significant if they were counted separately, however if they were counted together with experience dimension the level correlation was significant p: 0,000 (<0,05) or in another word the result indicated that there was a significant need to readmission (rs : 0,635) Conclusion. There were also opened questions in the questionnaire to support research result, consequently clients complaint in relation to the each dimensions was explored. The result also showed that Rho count higher than Rho table as a result Ho was rejected and Ha was received. The recommendation would be developed for nurses in the problem solving competencies and increase another dimension except health care assurance.
Kata Kunci : Manajemen Rumah Sakit,Kualitas Asuhan Keperawatan,Pengalaman Klien,Performance services, nursing care, dimension of quality services
