<p>Kepuasan pengguna jasa pelayanan kesehatan di Rumah Sakit Umum Bahtera Mas Kendari</p><p>Satisfaction of health services users of Bahtera Mas General Hospital Kendari</p>

Abstract

Pendahuluan: Kepuasan merupakan perbandingan harapan dengan kinerja yang dirasakan pelanggan/pengguna. Tujuan penelitian ini adalah menilai kepuasan pengguna jasa pelayanan kesehatan di Rumah Sakit. Metode: Jenis penelitian deskriptif survei. Populasi adalah pengguna Rumah Sakit Umum Bahteramas Kendari. Pengambilan sampel dilakukan secara purpoisive sampling, penelitian dilakukan dengan memberikan kuesioner kepuasan pengguna rumah sakit. Sampel terjaring 200 orang. Variable penelitian adalah kepuasan pengguna rumah sakit dengan 14 (empat belas) indikator. Hasil: Indikator prosedur pelayanan dan indikator persyaratan pelayanan mempunyai indeks kepuasan yang kurang sedangkan indikator kejelasan petugas, kedisiplinan petugas, tanggung jawab petugas, kemampuan petugas, kecepatan petugas, keadilan memdapatkan pelayanan, kesopanan dan keramahan petugas, kepastian jadwal pelayanan, kenyamanan lingkungan dan keamanan lingkungan masing-masing indicator mempunyai nilai indeks kepuasan yang baik. Secara keseluruhan indeks kepuasan Rumah sakit Umum Bahteramas Kendari mempunyai indeks kepuasan katagori B yaitu baik. Simpulan: Pengguna jasa merasakan kepuasan jasa pelayanan kesehatan Rumah Sakit Umum Bahtera Mas Kendari. Kata kunci: Kepuasan pengguna, dimensi pelayanan, rumah sakit. ABSTRACT Introduction: Satisfaction is a comparison of expectations with the performance perceived by the customer / user. The purpose of this study was to assess the satisfaction of users of health services in hospitals. Methods: Type of survey descriptive research. The population is the user of Bahteramas Kendari General Hospital. Sampling was done by purpoisive sampling. The research was carried out by giving satisfaction questionnaires to hospital users. Samples netted 200 people. The research variable is the satisfaction of hospital users with 14 (fourteen) indicators. Results: Service procedure indicators and service requirements indicators have a lack of satisfaction index, while indicators of clarity of officers, discipline of officers, responsibilities of officers, ability of officers, speed of officers, fairness get service, politeness and friendliness of officers, certainty of service schedules, environmental comfort and environmental security each indicator has a good satisfaction index value. Overall satisfaction index of Bahteramas Kendari General Hospital has category B satisfaction index which is good. Conclusion: Service users feel the satisfaction of the health services of the Bahtera Mas Kendari General Hospital. Keywords: User satisfaction, service dimensions, hospital.