Peningkatan kualitas layanan perawat melalui metode pelatihan

YUMNA, Drs. Fathul Himam, MPsi., MA., Ph.D., Psi

2009 | Tesis | S2 Magister Profesi Psikologi

Kualitas pelayanan berperan penting dalam membentuk kepuasan pelanggan. Penelitian ini bertujuan untuk meningkatkan kualitas layanan perawat melalui metode pelatihan pelayanan pelanggan. Desain penelitian menggunakan the untreated control group design with pretest and posttest Jumlah subjek kelompok eksperimen sembilan orang perawat junior, kelompok kontrol sepuluh orang perawat junior. Kelompok eksperimen mendapatkan perlakuan pelatihan, sedangkan kelompok kontrol didiamkan. Kualitas layanan perawat pada kelompok eksperimen dan kelompok kontrol diukur menggunakan lembar observasi rating scale. Koefisien interrater observer sebesar 0,77. Analisis hasil penelitian menggunakan statistik non parametrik Mann-Whitney U. Uji hipotesis menunjukkan bahwa tidak ada perbedaan kualitas layanan yang signifikan antara kelompok eksperimen dan kelompok kontrol.

The service quality has the important role on customer’s satisfaction. This research is aimed to enhance service quality of nurses by training method. The design of research use the untreated control group design with pretest and posttest. Experimental group consists of 9 junior nurses while control group consists of 10 junior nurses. The experimental group was trained about service quality and the control group was not trained as the experimental group. The service quality of nurses were measured by observation rating scale sheets. Coefficient of interrater reliability is 0,77. Non parametric Mannwhitney U is used to analyze data. Hypothesis testing show that there is no significant differences of service quality between experimental and control group.

Kata Kunci : Kualitas pelayanan,Perawat,Pelatihan, service quality, nurse, training. Organisasi yang berbasis jasa mempunyai tujuan utama yaitu memberikan pelayanan