scholarly journals Evaluation of Administrative Service Quality Towards JKN Patient Satisfaction

2018 ◽  
Vol 14 (1) ◽  
pp. 41-48
Author(s):  
Molina Indarwati ◽  
Phan Thien Phuoc
Keyword(s):  
Qualitative Research ◽  
Patient Satisfaction ◽  
Health Services ◽  
Administrative Services ◽  
Participant Satisfaction ◽  
Satisfaction Index ◽  
Outpatient Visits ◽  
Administrative Service ◽  
Preliminary Study

Based on BPJS Kesehatan data, there was a decrease in Participant Satisfaction Index by 0.3% in 2016. The number of outpatient visits in RSUD KRT. Setjonegoro Wonosobo has decreased in 2016. Based on preliminary study, there were problems mainly related to health services provided by RSUD KRT. Setjonegoro Wonosobo. The purpose of this study was to determine how the quality of administrative services affect the satisfaction of JKN patients. This research used qualitative research methods. Data collection was conducted using observation and interview techniques. The results showed that the quality of administrative services in RSUD KRT. Setjonegoro seen from the dimensions of tangibles, reliability, responsiveness, assurance, and empathy is good. All the main informants were satisfied enough with the health services provided by the hospital. The advice given was to improve the performance in by conducting regular evaluation of the services provided.

HASTANELERİN HİZMET KALİTESİNİN HASTA TATMİN ÖLÇEĞİ İLE ÖLÇÜLMESİ: KARABÜK DEVLET HASTANESİNDE YATAN HASTALAR ÜZERİNDE BİR ARAŞTIRMA THE MEASUREMENT SERVICE QUALITY OF THE HOSPITALS BY THE PATIENT SCALE: A RESEARCH ON THE PATIENTS IN KARABUK STATE HOSP

2013 ◽  
Vol 1 (1) ◽  
pp. 100
Author(s):  
Selçuk Yurtsever
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Literature Review ◽  
Private Sector ◽  
State Hospital ◽  
Continuous Change ◽  
Satisfaction Scale ◽  
The World ◽  
Main Factors

It has been known that both in the world and in Turkey a continuous change has been experienced in the provision of health services in recent years. In this sense by adopting the customer(client) focused approach of either public or private sector hospitals; it has been seen that they are in the struggle for presenting a right, fast, trustuble, comfy service. The purpose of this research is to measure the satisfaction degree, expectations and perceptions of the patients in Karabük State Hospital through comparison. In this context, the patient satisfaction scale which has been developed as a result of literature review has been used and by this scale it has been tried to measure the satisfaction levels of the patients in terms of material and human factors which are the two main factors of the service that was presented. In the study, with the scales of Servqual and 0-100 Points together, in the part of the analysis MANOVA have been used. The expectations and the perceptions of the patient has been compared first by generally and then by separating to different groups according to the various criterias and in thisway it has been tried to be measured their satisfaction levels. According to the results that were obtained, although, the satisfaction levels of the patients who have taken service from Karabük State Hospital are high in terms of thedoctors and the nurses; it has been reached to the result that their satisfaction levels are low in terms of the materials that have been used at the presenting of the service and the management.

scholarly journals PENGARUH KEMAMPUAN MANAJERIAL PIMPINAN TERHADAP MUTU LAYANAN ADMINISTRASI DI PASCASARJANA UIN ALAUDDIN MAKASSAR

2020 ◽  
Vol 11 (11) ◽  
pp. 1-13
Keyword(s):  
Data Collection ◽  
Correlation Analysis ◽  
Service Quality ◽  
Survey Research ◽  
Data Collection Tool ◽  
Managerial Ability ◽  
Administrative Services ◽  
Research Article ◽  
Administrative Service

This research article examines the significance of the influence of leadership managerial abilities on the quality of administrative services at the Alauddin State Islamic University in Makassar, while the objectives of this research article are: first, to analyze the reality of the managerial abilities of the postgraduate leadership of Alauddin State Islamic University Makassar; second, analyzing the reality of the administrative service quality of the Postgraduate Administration at the State Islamic University alauddin Makassar; third, to analyze the significance of the influence of the managerial ability of postgraduate leadership on the quality of administrative services at the Alauddin State Islamic University in Makassar. The type of research used is survey research through a quantitative approach with the data collection tool used is a questionnaire, while the analysis used is the product moment analysis and correlation analysis. The indications for the results of this study are that: first, the reality of the managerial ability of the postgraduate leadership of Alauddin State Islamic University Makassar is in the good category (71.4%); second, the reality of the quality of administrative services at the Postgraduate Program at Alauddin State Islamic University in Makassar is in the medium category (65.8%); third, the managerial ability of the postgraduate leadership of the Alauddin State Islamic University in Makassar has a significant effect (16.5%) on the quality of administrative services at the Postgraduate Program at the Alauddin State Islamic University in Makassar

scholarly journals THE QUALITY OF PUBLIC ADMINISTRATIVE SERVICE AND CITIZEN SATISFACTION – A STUDY IN DALAT CITY

2011 ◽  
Vol 14 (2) ◽  
pp. 73-79
Author(s):  
Hoang Duy Cao ◽  
Hau Nguyen Le
Keyword(s):  
Public Administration ◽  
Survey Data ◽  
Public Service ◽  
Sem Analysis ◽  
Professional Skills ◽  
Administrative Services ◽  
Citizen Satisfaction ◽  
Administrative Service

This study developes and tests a model of quality in the field of public administration services. Survey data includes 314 individuals and organizations who have used five types of public service in Dalat city. SEM analysis indicates that the quality of public administrative services include four components: staff quality, facilities, accessibility and service processes. In particular, staff quality (professional skills and service attitude) has the strongest effect on people satisfaction. Implications for managers are drawn from the results of this study.

scholarly journals IMPLEMENTASI PERILAKU CARING PERAWAT PELAKSANA TERHADAP KEPUASAN PASIEN DI RUANG RAWAT INAP RUMAH SAKIT GRANDMED LUBUK PAKAM

2021 ◽  
Vol 1 (1) ◽  
pp. 110-114
Author(s):  
Rahmad Gurusinga ◽  
Tati Murni Karo-karo ◽  
Arfah May Syara ◽  
Syatriawati Suhaimi ◽  
Sari Desi Esta Ulina Sitepu ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Nursing Service ◽  
Caring Behavior ◽  
The People ◽  
Nursing Services ◽  
Quality Of Health Services

A hospital is said to be successful in providing health services if it is supported by several factors, one of which is quality nursing services. service quality. One form of nursing service that can be applied is the caring behavior of nurses because nurses are the people who interact with patients the most. This paper aims to provide the Implementation of Caring Behavior for Implementing Nurses on Patient Satisfaction in the Inpatient Room at Grandmed Lubuk Pakam Hospital. The method of implementing activities using questionnaires that are targeted in PKM activities are implementing nurses and inpatients. From the results of the activities carried out there was an increase in patient satisfaction up to 64.3%. With this PKM activity, it is hoped that it can improve the quality of health services at Grandmed Hospital and can further increase the satisfaction of visiting patients.

scholarly journals Determinants that Influence the Quality of Outstanding Services on Patient Satisfaction in dr. H. Moh. Anwar General Hospital Sumenep District

2021 ◽  
Vol 5 (1) ◽  
pp. 185-194
Author(s):  
Susiyati Susiyati ◽  
Katmini Katmini
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Response Time ◽  
General Hospital ◽  
Linear Regression Analysis ◽  
P Value ◽  
Outpatient Services ◽  
Cross Sectional

Quality hospital services are always a hope for every user of health services and along with the development of science and technology, people are increasingly critical in assessing health services. The purpose of this study was to analyze the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The total population is 271 respondents and a sample of 109 respondents is taken by the Accidental Sampling technique. The findings showed that most of the respondents had sufficient category loyalty as many as 56 respondents (51.4%). Most of the respondents rated the response time in the medium category as many as 56 respondents (51.4%). Most of the respondents have a moderate category of service quality as many as 55 respondents (50.5%). Most respondentssatisfied as many as 65 respondents (59.6%). Based on the results of the Linear Regression analysis of the service quality variable on utilization, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted, so it can be concluded that there is an influence of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. It is expected that respondents can provide constructive input and criticism so that the services provided can be in accordance with what is expected.

scholarly journals Kualitas Layanan Administrasi Akademik di Politeknik Negeri Pontianak

2020 ◽  
Vol 006 (01) ◽  
pp. 94-99
Author(s):  
Antonius Along
Keyword(s):  
Student Satisfaction ◽  
Employee Performance ◽  
Academic Staff ◽  
Academic Administration ◽  
Administrative Services ◽  
Satisfaction Index ◽  
Descriptive Approach ◽  
Interactive Data ◽  
Analysis Models

This research was conducted to find out, describe and explain about the quality of academic administrative services in the Pontianak State Polytechnic by using a qualitative research method with a descriptive approach. Data collection techniques, interviews, observation and documentation, interactive data analysis models of Miles, Huberman, & Saldana (2014). The results showed that the quality of academic administration services in Pontianak State Polytechnic has not been going well, improvements need to be made by academic staff in terms of service quality. a) Improving academic service infrastructure; b) Leaders of the Pontianak State Polytechnic should provide training/ workshops on services prime; c) Control employee performance through measuring student satisfaction index activities; and d) Able to be consistent in providing services in accordance with academic service hours so that the services provided can run well.

scholarly journals Inovasi Pelayanan Kesehatan Di Rumah Sakit Umum Daerah Kota Pariaman

2020 ◽  
Vol 8 (2) ◽  
pp. 167
Author(s):  
Bobi Rizki Ananda ◽  
Roni Ekha Putera ◽  
Ria Ariany
Keyword(s):  
Qualitative Research ◽  
Data Collection ◽  
General Hospital ◽  
Health Sector ◽  
District General Hospital ◽  
Quality Of Services ◽  
Community Satisfaction ◽  
Satisfaction Index ◽  
The City

TThis study aims to explain service innovations in the health sector that have been carried out by the Pariaman District General Hospital so that the services provided to the community are better. So far what has happened in the city is the presence of bad services performed by various existing hospitals in the regions so that there are people who complain about these health services. This study uses qualitative research methods with data collection techniques through interviews, observation and documentation. The informants came from the hospital and the community who performed the service. The results of this study indicate that the Pariaman Regional General Hospital has been innovating as a form of effort of the Pariaman Regional General Hospital in facilitating matters of service to the community, with the existence of innovations in the Pariaman Regional General Hospital since 2018, the quality of services has increased, things this is proven by the Community Satisfaction Index (IKM) in 2018 which is outstanding value. Penelitian ini bertujuan untuk menjelaskan inovasi–inovasi pelayanan di bidang kesehatan yang telah dilakukan oleh Rumah Sakit Umum Daerah Pariaman sehingga pelayanan yang diberikan kepada masyarakat menjadi lebih baik. Selama ini yang terjadi di masyarakat adalah terdapatnya pelayanan buruk yang dilakukan oleh berbagai rumah sakit yang ada di daerah. Sehingga dengan demikian ada masyarakat yang mengeluhkan pelayanan kesehatan tersebut. Penelitian ini menggunakan metode penelitian kualitatif dengan Teknik pengumpulan data melalui wawancara, observasi dan dokumentasi. Informan berasal dari pihak rumah sakit dan masyarakat yang melakukan layanan. Adapun hasil dari penelitian ini menunjukkan bahwa Rumah Sakit Umum Daerah Pariaman telah melakukan inovasi sebagai bentuk upaya Rumah Sakit Umum Daerah Pariaman dalam mempermudah urusan pelayanan kepada masyarakat. Dengan adanya inovasi di Rumah Sakit Umum Daerah Pariaman tersebut semenjak tahun 2018, kualitas pelayanan semakin meningkat, hal ini dibuktikan dengan Indek Kepuasan Masyarakat (IKM) pada tahun 2018 yang bernilai sangat baik. 

scholarly journals HUBUNGAN DIMENSI KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN RAWAT INAP PADA RSUP DR TADJUDDIN CHALID MAKASSAR

2021 ◽  
Vol 7 (2) ◽  
pp. 90
Author(s):  
Nurhasma Nurhasma ◽  
Andi Syamsul Rijal ◽  
Rahmawati Azis
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Hospital Data ◽  
Chi Square ◽  
Test Analysis ◽  
Chi Square Test ◽  
Standard Set ◽  
Quality Of Health Services ◽  
The Government

Quality in a Hospital Service is closely related to Inpatient Patient Satisfaction in Hospitals in Indonesia. Patient satisfaction is one of the important indicators to control the quality of health services in hospitals. The results of the study indicate that the level of patient satisfaction in several hospitals in Indonesia is still below the standard set by the government (>90%). The purpose of this study was to determine the relationship between the dimensions of the quality of health services with the satisfaction of inpatients at the hospital. Data analysis used univariate, bivariate (Chi-Square test) and multivariate (Logistic Regression test) analysis. The results showed that the level of patient satisfaction was 96.6%, this means that the satisfaction level of inpatients in hospitals in Indonesia is good because it meets the customer satisfaction standards set by the Indonesian Ministry of Health (>90%). Multivariate analysis showed a significant relationship between, service, environment and hospital facilities. The results of this study can be concluded that the quality of health services received by atients is very influential on patient satisfaction itself

scholarly journals Pengaruh kinerja petugas kesehatan pada tingkat kepuasan pasien

2020 ◽  
Vol 14 (2) ◽  
pp. 187-194
Author(s):  
M. Arifki Zainaro ◽  
Muhammad Nurhidayat
Keyword(s):  
Public Health ◽  
Patient Satisfaction ◽  
Health Services ◽  
Job Performance ◽  
Health Workers ◽  
P Value ◽  
Cluster Sampling ◽  
Public Health Centre ◽  
Actual Performance

The performance of health workers and patient satisfaction Background: Patient satisfaction related to the quality of health services by knowing the level of patient satisfaction, puskesmas can improve service quality. The percentage of patients who expressed satisfaction with the service based on the results of the survey with standard instruments. HR performance is a term derived from the word Job Performance or Actual Performance (work performance or actual achievement achieved by someone)Purpose: To determine the effect of the performance of health workers on patient satisfaction in Public health centers.Method: A quantitative with the design correlative. The population were patients who were inpatient  at 7 Public Health Centers in West Lampung District, with a total sample of 130 respondents. Sampling in this study using the Cluster Sampling method (Sample Area)Results: Most respondents rated the performance of health workers in the poor category of 78 respondents (60.0%) and the majority of respondents were dissatisfied numbered 69 respondents (53.1%). Based on the results of statistical tests, p-value 0.034 or p-value <α (0.05) is obtained, which means there is a relationship between health worker performance and patient satisfaction.Conclusion: The results of this study are expected that the Public health centre management can improve the performance of nurses and can develop or update the best quality of service for patients, by providing facilities, facilities and infrastructure to support health services, improve all quality service procedures and improve performance related programs, and by improving health status, so that patient satisfaction can be improved.Keywords: The performance; Health workers; Patient satisfaction Pendahuluan : Kepuasan pasien yang berhubungan dengan mutu pelayanan kesehatan dengan mengetahui tingkat kepuasan pasien, puskesmas dapat meningkatkan mutu pelayanan. Persentasi pasien yang menyatakan puas terhadap pelayanan berdasarkan hasil survey dengan instrument yang baku. Kinerja SDM merupakan istilah yang berasal dari kata Job Performance atau Actual Performance (prestasi kerja atau prestasi sesungguhnya yang dicapai seseorang)Tujuan : Diketahui pengaruh kinerja petugas kesehatan terhadap kepuasan pasien Di Puskesmas Se-Kabupaten Lampung Barat Tahun 2019.Metode : Kuantitatif dengan desain yang digunakan dalam penelitian ini adalah korelatif. Populasi dalam penelitian ini adalah pasien yang datang berobat/dirawat pada Puskesmas Se-Kabupaten Lampung Barat, dengan jumlah sampel di 7 Puskesmas berjumlah 130 responden. Pengambilan sampel dalam penelitian ini menggunakan metode Cluster Sampling (Area Sampel)Hasil : Sebagian besar responden menilai kinerja petugas kesehatan dalam kategori buruk berjumlah 78 responden (60,0%) dan sebagian besar responden merasa tidak puas berjumlah 69 responden (53,1%). Berdasarkan hasil uji statistik, didapatkan p-value 0,034 atau p-value < nilai α (0,05) yang artinya terdapat  hubungan antara kinerja petugas kesehatan dengan kepuasan pasien.Simpulan: Hasil penelitian ini diharapkan agar pihak Puskesmas dapat meningkatkan kinerja perawat dan dapat mengembangkan atau memperbaharui kualitas pelayanan yang terbaik untuk pasien, dengan cara menyediakan fasilitas, sarana dan prasarana dalam menunjang pelayanan kesehatan, memperbaiki semua tatacara pelayanan yang bermutu serta meningkatkan program kinerja yang berhubungan dengan peningkatan status kesehatan, sehingga kepuasan pasien dapat ditingkatkan.

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