ANALISIS KUALITAS LAYANAN PENDAFTARAN RAWAT JALAN MENGGUNAKAN METODE SERVQUAL DI PUSKESMAS KEDAWUNG TAHUN 2025

AISY, RIKHDATUL (2025) ANALISIS KUALITAS LAYANAN PENDAFTARAN RAWAT JALAN MENGGUNAKAN METODE SERVQUAL DI PUSKESMAS KEDAWUNG TAHUN 2025. Diploma thesis, POLITEKNIK KESEHATAN TASIKMALAYA.

	Text (PERNYATAAN ORISINALITAS) PERNYATAAN ORISINALITAS.pdf Download (194kB)
	Text (LEMBAR PENGESAHAN) LEMBAR PENGESAHAN.pdf Download (248kB)
	Text (PERSETUJUAN PUBLIKASI) PERSETUJUAN PUBLIKASI.pdf Download (207kB)
	Text (HALAMAN JUDUL) JUDUL.pdf Download (723kB)
	Text (BAB I PENDAHULUAN) BAB I PENDAHULUAN.pdf Download (314kB)
	Text (BAB II TINJAUAN PUSTAKA) BAB II TINJAUAN PUSTAKA.pdf Restricted to Repository staff only Download (299kB)
	Text (BAB III METODE PENELITIAN) BAB III METODE PENELITIAN.pdf Restricted to Repository staff only Download (520kB)
	Text (BAB IV HASIL DAN PEMBAHASAN) BAB IV HASIL DAN PEMBAHASAN.pdf Restricted to Repository staff only Download (496kB)
	Text (BAB V KESIMPULAN DAN SARAN) BAB V PENUTUP.pdf Restricted to Repository staff only Download (189kB)
	Text (DAFTAR PUSTAKA) DAFTAR PUSTAKA.pdf Restricted to Repository staff only Download (303kB)
	Text (LAMPIRAN) LAMPIRAN.pdf Restricted to Repository staff only Download (1MB)

Abstract

Latar Belakang: Kualitas pelayanan pendaftaran rawat jalan di puskesmas merupakan faktor penting yang memengaruhi kepuasan pasien. Pelayanan yang tidak optimal dapat menyebabkan ketidakpuasan dan menurunkan kepercayaan masyarakat terhadap fasilitas kesehatan. Penelitian ini bertujuan untuk menganalisis kualitas layanan pendaftaran rawat jalan di Puskesmas Kedawung menggunakan metode SERVQUAL, yang mencakup lima dimensi: bukti fisik, kehandalan, daya tanggap, jaminan, dan empati. Penelitian ini bertujuan untuk mengetahui gambaran kualitas layanan pendaftaran rawat jalan di Puskesmas Kedawung tahun 2025 berdasarkan lima dimensi SERVQUAL, yaitu bukti fisik (tangibles), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy), sebagai dasar peningkatan mutu pelayanan kesehatan. Metode: Penelitian ini merupakan penelitian kuantitatif deskriptif dengan desain cross-sectional. Pengambilan sampel dilakukan menggunakan teknik accidental sampling sebanyak 100 responden yang merupakan pasien rawat jalan Puskesmas Kedawung. Data dikumpulkan menggunakan kuesioner yang disusun berdasarkan lima dimensi SERVQUAL dan dianalisis secara univariat. Hasil: Hasil penelitian menunjukkan bahwa secara umum kualitas layanan pendaftaran rawat jalan dinilai baik oleh mayoritas responden (66%). Secara spesifik, dimensi bukti fisik dinilai baik oleh 71% responden, kehandalan 60%, daya tanggap 74%, jaminan 80%, dan empati 58%. Kesimpulan: Meskipun sebagian besar responden menilai kualitas layanan pendaftaran rawat jalan di Puskesmas Kedawung baik, masih terdapat aspek yang perlu ditingkatkan, terutama pada dimensi empati dan jaminan. Oleh karena itu, perlu dilakukan evaluasi berkala serta peningkatan kapasitas pelayanan untuk menjaga dan meningkatkan kualitas layanan. Background: The quality of outpatient registration services at community health centers (Puskesmas) is an important factor that influences patient satisfaction. Suboptimal service can lead to dissatisfaction and reduce public trust in healthcare facilities. This study aims to analyze the quality of outpatient registration services at Kedawung Community Health Center using the SERVQUAL method, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The objective is to provide an overview of the outpatient registration service quality at Kedawung Community Health Center in 2025 based on these five SERVQUAL dimensions, serving as a foundation for improving healthcare service quality. Methods: This study is a descriptive quantitative research with a cross-sectional design. The sample was selected using accidental sampling, involving 100 respondents who were outpatient visitors at Kedawung Community Health Center. Data were collected through a questionnaire based on the five SERVQUAL dimensions and analyzed using univariate analysis. Results: The findings show that, in general, the quality of outpatient registration services was rated as good by the majority of respondents (66%). Specifically, the tangibles dimension was rated good by 71% of respondents, reliability by 60%, responsiveness by 74%, assurance by 80%, and empathy by 58%. Conclusion: Although most respondents rated the outpatient registration service quality at Kedawung Community Health Center as good, there are still aspects that need improvement, particularly in the dimensions of empathy and assurance. Therefore, regular evaluations and capacity-building efforts are necessary to maintain and enhance service quality.

Item Type:

Thesis (Diploma)

Contributors:

Contribution	Contributors	NIDN/NIDK	Email
UNSPECIFIED	ARYANI, BHAKTI	UNSPECIFIED	Bhaktiaryani13@gmail.com
UNSPECIFIED	ELFI, ELFI	4005047301	elfirosse2@gmail.com
UNSPECIFIED	SUBIANTO, TOTOK	4018076901	totok.subyan@gmail.com