Rabbani, Ghetsa Aulia (2024) Gambaran Kualitas Pelayanan TPPRJ Dari Perspektif Service Encounter Di Puskesmas Parakannyasag Tahun 2024. Diploma thesis, POLTEKKES KEMENKES TASIKMALAYA.
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Abstract
OVERVIEW OF OUTPATIENT SERVICE QUALITY FROM A PERSPECTIVE OF SERVICE ENCOUNTER AT PUSKESMAS PARAKANNYASAG IN 2024 47 Pages, V CHAPTER, 2 Pictures, 16 Tables, 25 Attachments ABSTRACT Background: Service encounter is the result of an agreement between the client and the service provider. A service is rendered in subjective manner by the service recipient. The results of the study conducted at Puskesmas Parakannyasag based on patient data, which included 78,26 cases, as well on the interview results, which included patient complaints related to the pace of care. The purpose of this study is to determine the quality customer service provided at point of sale, as observed from the perspective of customer contact. Methods: One type of analysis that is used a quantitative descriptive. According to this study's population, outpatients in Puskesmas Parakannyasag expected to reach 2024. The sample in this study consists of 92 general public participants and BPJS who have successfully completed the registration process. In this study, a univariate analysis. Results: The study's results indicate that there are good criteria for the quality at Puskesmas Parakannyasag (80.4%), the interaction between customers (91.3%), officer competency (88%), and appearance, behavior and perception of the patient (85.9%). There is, however, a slight deviation from the expected value, which is relatively high. Consequently, the caretaker needs to pay attention in the waiting room in order to provide the patient a pleasant feeling. Conclusions: The quality of service at outpatient with a Service Encounter Perspective at the Parakansag Community Health Center received very good assessment results in the officer interaction dimension from 92 respondents, but some received good assessments in the officer competency dimension and patient appearance, behavior and perception. Keywords : service quality, service encounter, outpatient Bibliography : 40 (2009-2023)
| Item Type: | Thesis (Diploma) |
|---|---|
| Uncontrolled Keywords: | Service Quality, Service Encounter, Outpatient. |
| Subjects: | H Social Sciences > HE Transportation and Communications |
| Divisions: | Jurusan RMIK > D3 Rekam Medis & Informasi Kesehatan |
| Depositing User: | Mhs Ghetsa Aulia Rabbani |
| Date Deposited: | 15 Aug 2024 05:41 |
| Last Modified: | 15 Aug 2024 05:41 |
| URI: | http://repo.poltekkestasikmalaya.ac.id/id/eprint/4656 |
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