ANALISIS FAKTOR YANG MEMENGARUHI KUALITAS PELAYANAN KESEHATAN DENGAN METODE SERVQUAL DI PUSKESMAS WILAYAH KERJADINAS KESEHATAN ACEH TIMUR TAHUN 2018

Hermansyah, - (2019) ANALISIS FAKTOR YANG MEMENGARUHI KUALITAS PELAYANAN KESEHATAN DENGAN METODE SERVQUAL DI PUSKESMAS WILAYAH KERJADINAS KESEHATAN ACEH TIMUR TAHUN 2018. Master thesis, Institut Kesehatan Helvetia.

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Abstract

Quality health services are health services that must pay attention to four main elements. The four main elements are input (input), environment (environment), process (process), and output (output). Based on the survey conducted on the services of Puskesmas to patients as many as 10 people, 6 of them felt that the quality of service in the Puskesmas was not maximal, while the other 4 stated that the service was maximal. The purpose of this study was to determine the factors that influence the quality of health services with the Servqual Method in the Health Center of the East Aceh Health Office in 2018.
The research design used in this study was Cross Sectional. The population in this study were 7,635 people and samples taken by accidental sampling were as many as 99 people. Methods of data collection are primary data and secondary data. Data analysis used is binary logistic regression test.
The results showed that physical condition has a sig-p value of .007 < .05, reliability of sig-p .008 < .05, responsiveness of sig-p .011 < .05 and sig-p guarantee .034 < .05 which means having influence towards the quality of health services, while caring does not have an influence on the quality of health services because it has a sig-p value of .32 > .05. The results of the average gap value indicate that the attribute has the largest gap value to the smallest gap value.
The conclusions in this study are the influence of physical condition, reliability, responsiveness and assurance on the quality of health services, while the caring variable has no influence on the quality of health services and a negative gap value has 4 times greater influence on the quality of health services. It is hoped that it can become a reference for the community and for health workes in the Puskesmas to better understand the importance of quality services that are in accordance with the regulations of the health ministry to maximize health services provided to patients.

Item Type:	Doktoral (Master)
Additional Information:	Keywords: Health Service Quality Factors, Servqual Method
Subjects:	Fakultas Kesehatan Masyarakat > Administrasi Kebijakan Kesehatan Fakultas Kesehatan Masyarakat > Promosi Kesehatan Fakultas Kesehatan Masyarakat > Kepuasan Pasien Fakultas Kesehatan Masyarakat > Layanan Kesehatan Fakultas Kesehatan Masyarakat > Kebijakan Publik Fakultas Kesehatan Masyarakat > Kesehatan Masyarakat Fakultas Kesehatan Masyarakat > Mutu Pelayanan Kesehatan Fakultas Kesehatan Masyarakat > Perilaku Kesehatan
Divisions:	Fakultas Kesehatan Masyarakat > S2 Ilmu Kesehatan Masyarakat
Depositing User:	Hermansyah - -
Date Deposited:	27 Feb 2020 05:28
Last Modified:	27 Feb 2020 08:23
URI:	http://repository.helvetia.ac.id/id/eprint/1669

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