AMARULLAH, MOHAMMAD HILMI (2025) HUBUNGAN MUTU PELAYANAN PENDAFTARAN TERHADAP TINGKAT KEPUASAN PASIEN RAWAT JALAN DI UPTD PUSKESMAS SINDANG JAWA KABUPATEN CIREBON TAHUN 2025. Diploma thesis, POLTEKKES KEMENKES TASIKMALAYA.
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Abstract
Latar Belakang: Kualitas pelayanan pendaftaran merupakan komponen penting dalam menunjang kepuasan pasien, khususnya di fasilitas kesehatan tingkat pertama seperti puskesmas. Di UPTD Puskesmas Sindang Jawa Kabupaten Cirebon, ditemukan keluhan dari pasien mengenai waktu tunggu yang lama dan kurangnya responsivitas petugas pendaftaran, yang dapat berdampak pada tingkat kepuasan mereka. Penelitian ini bertujuan untuk mengetahui apakah terdapat hubungan antara mutu pelayanan pendaftaran dengan tingkat kepuasan pasien rawat jalan. Metode Penelitian: Penelitian ini menggunakan metode kuantitatif dengan pendekatan cross-sectional. Jumlah sampel sebanyak 96 responden yang dipilih menggunakan teknik quota sampling. Instrumen yang digunakan berupa kuesioner yang mencakup lima dimensi mutu pelayanan (reliabilitas, daya tanggap, jaminan, empati, dan bukti fisik) serta tingkat kepuasan pasien. Analisis data dilakukan secara univariat dan bivariat menggunakan uji statistik korelasi rank spearman. Hasil Penelitian : Hasil penelitian menunjukkan bahwa sebagian besar responden menilai mutu pelayanan pendaftaran sebagai baik dan mayoritas merasa puas dengan pelayanan yang diterima. Namun, uji chi-square menunjukkan nilai p-value sebesar 0,831 (p > 0,05), yang berarti tidak terdapat hubungan yang signifikan antara mutu pelayanan pendaftaran dengan tingkat kepuasan pasien rawat jalan di puskesmas tersebut. Kesimpulan : Mutu pelayanan pendaftaran yang baik belum tentu berbanding lurus dengan tingkat kepuasan pasien. Oleh karena itu, disarankan agar puskesmas memperhatikan aspek lain yang lebih berpengaruh terhadap kepuasan pasien, seperti pelayanan medis dan komunikasi petugas kesehatan, guna meningkatkan kualitas layanan secara menyeluruh. Background: The quality of registration services is an important component in supporting patient satisfaction, especially in primary health facilities such as community health centers. At the UPTD Sindang Jawa Community Health Center, Cirebon Regency, complaints were found from patients regarding long waiting times and lack of responsiveness of registration officers, which could have an impact on their level of satisfaction. This study aims to determine whether there is a relationship between the quality of registration services and the level of satisfaction of outpatients. Research Method: This study used a quantitative method with a cross-sectional approach. The number of samples was 96 respondents selected using the quota sampling technique. The instrument used was a questionnaire covering five dimensions of service quality (reliability, responsiveness, assurance, empathy, and physical evidence) and the level of patient satisfaction. Data analysis was carried out univariately and bivariately using the Spearman rank correlation statistical test. Results: The results showed that most respondents assessed the quality of registration services as good and the majority were satisfied with the services received. However, the chi-square test showed a p-value of 0.831 (p> 0.05), which means that there is no significant relationship between the quality of registration services and the level of outpatient satisfaction at the health center. Conclusion: Good registration service quality is not necessarily directly proportional to the level of patient satisfaction. Therefore, it is recommended that health centers pay attention to other aspects that have a greater influence on patient satisfaction, such as medical services and health worker communication, in order to improve the overall quality of service
| Item Type: | Thesis (Diploma) | ||||||||
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| Uncontrolled Keywords: | Mutu Pelayanan, Kepuasan Pasien, Rawat Jalan. ktirmik2025,rmikcrb | ||||||||
| Subjects: | L Education > L Education (General) R Medicine > R Medicine (General) |
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| Divisions: | Jurusan RMIK > D3 Rekam Medis & Informasi Kesehatan | ||||||||
| Depositing User: | CRBR Muhammad Hilmi Amarullah | ||||||||
| Date Deposited: | 04 Aug 2025 04:35 | ||||||||
| Last Modified: | 04 Aug 2025 04:40 | ||||||||
| URI: | http://repo.poltekkestasikmalaya.ac.id/id/eprint/6900 |
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