scholarly journals Kualitas Pelayanan Kesehatan di RSUD Kabupaten Sidoarjo

2019 ◽  
Vol 5 (1) ◽  
pp. 109
Author(s):  
Lailul Mursyidah ◽  
Islamic Nurfajriyah
Keyword(s):  
Health Care ◽  
Service Quality ◽  
Quality Of Health Care ◽  
Medical Personnel ◽  
Primary Data ◽  
Snowball Sampling ◽  
Five Dimensions ◽  
Medical Facilities ◽  
Depth Interviews

The purpose of this study to discribe the quality of health care at Sidoarjo Hospitals, exactly outpatient of iclinic executives and to determines the factors that inhibiting the implementation of health care for outpatient of clinic executive. This study used a Descriptive Qualitative Method. Technique of deciding informant by snowball sampling. Primary data were obtained by in-depth interviews with key informants head room of installation pavilion Sidoarjo Hospital, two nurse of executive polyclinic Sidoarjo hospital and 12 patient and patient's family of polyclinic executive Sidoarjo hospital are as informants. The results showed that the quality of health care at policlinic executives by perseption of respondents in terms of five dimensions of service quality models ServQual include dimensional visibility physical (tangibles), reliability (reliability), responsiveness (responsiveness), assurance (assurance), empathy (empathy) overall get a positive response from community. Factor that inhibiting implementation of service quality are a lack of medical personnel (nurses) at the policlinic executives, so they have to do multi task at a same time. There are unavailable fix doctor schedule and medical facilities not integrated yet has been the factors that inhibit the implementation of health care of clinic executives too.

scholarly journals Persepsi Nasabah Terhadap Tingkat Kualitas Pelayanan Bank Syariah Cabang Malang

2018 ◽  
Vol 3 (1) ◽  
pp. 79
Author(s):  
Lailatul Iffah
Keyword(s):  
Service Quality ◽  
Quantitative Method ◽  
Sampling Method ◽  
Primary Data ◽  
Level Of Service ◽  
Sampling Techniques ◽  
Research Subjects ◽  
Five Dimensions ◽  
Customer Perception

This study aims to determine the perceptions of customers on the level of service quality of Syariah Mandiri Bank Malang branch based on five dimensions of service quality. This research used quantitative method with research subjects on BSM savings customers who used mudharabah muthlaqah contract of Syariah Mandiri Bank Malang branch. The data used in this study is the primary data through questionnaires. Questionnaires were distributed to customers as much as 53 questionnaires and sampling techniques using Purposive Sampling method. The result of the research showed that customer perception of Syariah Mandiri Bank Malang branch is very satisfied under the perception of emphaty dimension as dimension which dominates customer’s perception toward service quality of the Bank.

scholarly journals A Community-based assessment of quality of health care received and client satisfaction in Lagos, Nigeria

2019 ◽  
Author(s):  
Modupe Rebekah Akinyinka ◽  
Esther Oluwakemi Oluwole ◽  
Olumuyiwa Omotola Odusanya
Keyword(s):  
Health Care ◽  
Quality Of Care ◽  
Service Quality ◽  
Quality Of Health Care ◽  
Client Satisfaction ◽  
Health Providers ◽  
Community Based ◽  
Cross Sectional ◽  
Lagos State

AbstractBackgroundQuality of health care and client satisfaction are key elements in improving the performance of health systems. A community-based assessment was conducted to determine the level of client satisfaction and the perception of the quality of services received by citizens of Lagos State.MethodologyA descriptive cross-sectional study using both quantitative and qualitative methods, was conducted in four local government areas of Lagos state selected by multi-stage sampling techniques. The survey instruments included an interviewer- administered, pre-tested questionnaire and a 10-itemed focus group discussion guide. The survey obtained information about quality of the facilities and services. The outcome variables were client satisfaction and service quality.ResultsTwo thousand respondents were recruited with a mean age of 37.6±10.21 years. Almost all respondents (98%) rated the health facilities to be clean, 96% felt they received effective treatment from their providers. Six out of ten respondents rated the waiting time to be short and 60% felt that most drugs were available. Eight-five percent opined that the quality of care received was good and 95% were satisfied with the services received. There was a significant correlation between quality of care and client satisfaction (r=0.145, p=0.001). Service factors such as perceived effectiveness of treatment received, confidence in health providers and use of higher level of health care were predictive of client satisfaction and good service quality.ConclusionMost clients were satisfied with health services and felt that service quality was good.

scholarly journals PENGARUH SERVICE QUALITY DAN CUSTOMER SATISFACTION TERHADAP WORD OF MOUTH DALAM UPAYA PENINGKATAN JUMLAH MAHASISWA BARU DI AMIK AL MA’SOEM JATINANGOR

2018 ◽  
Vol 1 (1) ◽  
pp. 1-19
Author(s):  
Faisal Rakhman
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Word Of Mouth ◽  
Brand Image ◽  
Primary Data ◽  
Test Results ◽  
Five Dimensions ◽  
New Students ◽  
Word Of Mouth Communication

This research aimed to analyze the influence of service quality and customer satisfaction on the word of mouth communication in an effort to increase the number of new students in AMIK Al Ma'soem Jatinangor using a model SerQual consisting of five dimensions. This research uses descriptive quantitative method. The research data was obtained from primary data by distributing questionnaires to students in AMIK Al Ma'soem and then processed with SPSS.The results showed that correlation is weak and there are not significant quality of service and customer satisfaction on the word of mouth communication in an effort to increase the number of new students in AMIK Al Ma'soem Jatinangor. F test results showed that the factors of service quality and customer satisfaction does not significant affect the word of mouth communication student AMIK Al Ma'soem Jatinangor to other people / prospective students.The R-square value obtained amounted to 0.102, or 10.2%, that meaning simultaneous service quality and customer satisfaction just contributes 10.2% to the effect on the word of mouth communication in AMIK Al Ma'soem Jatinangor students, while the rest (1-R²) of 89.8% is the amount of contributions made by other factors not examined.The study reveals that students expect comfortable classrooms, in other words clean, airy, and neatly arranged. Students also expect an increase in speed over the handling of complaints that arise and of course accompanied by appropriate solutions. And the management of AMIK Al Ma'soem Jatinangor must be improve and focus on other factors that allegedly could affect the number of new students who enroll, such as brand image, price and promotion.

scholarly journals ANALISIS TINGKAT KEPUASAN PASIEN RAWAT JALAN TERHADAP KUALITAS PELAYANAN OBAT DI INSTALASI FARMASI RSUD LIUN KENDAGE TAHUNA

PHARMACON ◽  
2019 ◽  
Vol 8 (2) ◽  
pp. 406
Author(s):  
Jesica Nangaro ◽  
Gayatri Citraningtyas ◽  
Sri Sudewi
Keyword(s):  
Service Quality ◽  
Primary Data ◽  
Validity And Reliability ◽  
Prospective Data ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Collection Number ◽  
Index Value ◽  
Service Paradigm

ABSTRACTGood service quality will lead to satisfaction in patients. Pharmaceutical services especially in hospitals are sued to realization the expansion of the pharmaceutical service paradigm from product orientation to patient orientation. This study aims to determine the level of outpatient satisfaction to quality of drug service in the Pharmacy Installation of Liun Kendage Tahuna Hospital based on five dimensions of service quality namely tangibles, empathy, reliability, responsiveness, and assurance. This research is a descriptive study with prospective data collection. Number of samples is 347 people, the process of collecting primary data is done using research instruments in the form of questionnaires and data processing to determine the validity and reliability of the questionnaire using SPSS 17 for Windows program. The results showed that the overall satisfaction index value was -0.63. The satisfaction index for each dimension is; tangible -0.62; empathy -0.58; reliability -0.59; responsiveness -0.59; and assurance -0.70. This shows that the worth satisfaction index is negative, which means that outpatients at the Liun Kendage Tahuna Hospital Pharmacy Installation are not yet feel satisfied with the services provided. Keywords: patient satisfaction, quality service, RSUD Liun Kendage Tahuna.ABSTRAKKualitas pelayanan yang baik akan menimbulkan kepuasan pada pasien. Pelayanan kefarmasian khususnya di rumah sakit dituntut untuk merealisasikan perluasan paradigma pelayanan kefarmasian dari orientasi produk menjadi orientasi kepada pasien. Penelitian ini bertujuan untuk mengetahui tingkat kepuasan pasien rawat jalan terhadap kualitas pelayanan obat di Instalasi Farmasi RSUD Liun Kendage Tahuna berdasarkan lima dimensi kualitas pelayanan yakni tangibles, emphaty, reliability, responsiveness, dan assurance. Penelitian ini merupakan penelitian deskriptif dengan pengambilan data secara prospektif. Jumlah sampel sebanyak 347 orang, proses pengumpulan data primer dilakukan dengan menggunakan instrumen penelitian dalam bentuk kuesioner dan pengolahan data untuk mengetahui validitas dan reliabilitas kuesioner menggunakan program SPSS 17 for windows. Hasil penelitian diperoleh nilai indeks kepuasan secara keseluruhan sebesar terbesar -0,63. Indeks kepuasan pada setiap dimensi yaitu; tangible -0,62; emphaty -0,58; reliability -0,59; responsiveness -0,59; dan assurance -0,70; Hal ini menunjukkan indeks kepuasan bernilai negatif yang berarti pasien rawat jalan di Instalasi Farmasi RSUD Liun Kendage Tahuna belum merasa puas terhadap pelayanan yang diberikan. Kata Kunci : kepuasan pasien, kualitas pelayanan, RSUD Liun Kendage Tahuna.

scholarly journals Pengaruh Pengetahuan Pajak Dan Kualitas Pelayanan Pajak Terhadap Kesadaran Wajib Pajak Dalam Membayar Pajak Kendaraan Bermotor Dan Dampaknya Terhadap Persepsi Atas Penerimaan Pajak

2020 ◽  
Vol 15 (2) ◽  
pp. 12-19
Author(s):  
Muhammad Hendriyadi ◽  
Linda Hutadjulu ◽  
Novalia Bleskadit
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Motor Vehicle ◽  
Sampling Technique ◽  
Motor Vehicles ◽  
Primary Data ◽  
Tax Revenue ◽  
Snowball Sampling ◽  
Snowball Sampling Technique

  Abstract This study aims to determine whether there is a relationship between tax knowledge and tax service quality on taxpayer awareness in paying motorized vehicle taxes and its impact on perceptions of tax revenue. The research method used is the Path Analysis method and Sobel Test. The population of this study is the owner of motor vehicles in the Jayapura area. The research sample was 94 motorized vehicle owners who were selected by the snowball sampling technique. The type of data used is primary data. The results showed that tax knowledge and tax service quality had an effect on taxpayer awareness. However, knowledge of taxes, quality of tax services and awareness of taxpayers have no effect on perceptions of tax revenue. In addition, knowledge of taxes and the quality of tax services also have an indirect effect on the perception of tax revenue through taxpayer awareness. Keywords: Tax Knowledge; Tax Service Quality; Taxpayer Awareness; Perception of Tax Revenues; Motor Vehicle Taxes. Abstrak Tujuan dari penelitian ini adalah untuk mengetahui ada tidaknya hubungan antara pengetahuan pajak dan kualitas pelayanan pajak terhadap kesadaran wajib pajak dalam membayar pajak kendaraan bermotor dan dampaknya terhadap persepsi atas penerimaan pajak. Adapun metode penelitian yang digunakan yaitu metode Path Analysis dan Uji Sobel. Populasi penelitian ini adalah Pemilik Kendaraan Bermotor di daerah Jayapura. Sampel penelitian sebanyak 94 orang pemilik kendaraan bermotor yang dipilih dengan teknik snowball sampling. Jenis data yang digunakan adalah data Primer. Hasil penelitian menunjukkan bahwa pengetahuan pajak dan kualitas pelayanan pajak berpengaruh terhadap kesadaran wajib pajak. Namun pengetahuan pajak, kualitas pelayanan pajak dan kesadaran wajib pajak tidak memiliki pengaruh terhadap persepsi atas penerimaan pajak. Selain itu, pengetahuan pajak dan kualitas pelayanan pajak juga memiliki pengaruh tidak langsung terhadap persepsi atas penerimaan pajak melalui kesadaran wajib pajak. Kata Kunci: Pengetahuan Pajak; Kualitas Pelayanan Pajak; Kesadaran Wajib Pajak; Persepsi Atas Penerimaan Pajak; Pajak Kendaraan Bermotor.

scholarly journals Analisis Kualitas Pelayanan yang Diberikan Koperasi Restu Berdikari Kecamatan Sungai Tebelian Kabupaten Sintang

2013 ◽  
Vol 9 (3) ◽  
pp. 268
Author(s):  
Devi Yasmin ◽  
Supriyadi Sup
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Primary Data ◽  
Survey Method ◽  
Savings And Loans ◽  
Five Dimensions ◽  
Savings And Loan ◽  
Study Population ◽  
The Difference

This study discusses the quality of service given the blessing of self-sustained cooperative Sungai Tebelian Kabupaten Sintang. This study aims to determine the quality of service that includes tangible dimension, reliability, responsiveness, assurance and empathy. This type of research used in this research is the survey method. Data collection techniques are the primary data, interviews, questionnaires. The study population numbered 808 members and 100 of whom were sampled. The selected sample of Purporsive Sampling with the criteria set by saving at least 5 months old and all members of the cooperative blessing respondents who self-sufficient savings and loans. Technical analysis is the analysis of the data used servqual score = score of expectation-perception score is calculating the difference or (Gap) to determine the quality of service. Of the five dimensions of service quality Restu Cooperative of Self-reliance can be concluded that the positive savings and loan service users are not satisfied with the quality of service cooperatives Restu Berdikari for service quality Servqual score of 0.37 was obtained. The analysis showed that the expected value is greater than the perceptions of members of the cooperative, means a greater quality of service expectations than on reality. The results of this study indicate members' responses to service quality Restu Berdikari Cooperative shows that most responding dissatisfied. Items that are greatest difference is the responsiveness of the employees of cooperatives is 0.66.Keywords: Service Quality, Koperasi Restu Berdikari, Kabupaten Sintang

scholarly journals ANALYSIS OF FARMER’S SATISFACTION TO THE SERVICE QUALITY IN BERINGKIT CATTLE MARKET

2021 ◽  
Vol 24 (1) ◽  
pp. 8
Author(s):  
SUKANATA I W. ◽  
I K. W. PARIMARTA ◽  
B. R. T. PUTRI
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
High Performance ◽  
Service Performance ◽  
Primary Data ◽  
Five Dimensions ◽  
Satisfaction Index ◽  
Sense Of Security ◽  
Cattle Market

Beringkit cattle market is the largest cattle market in Bali which is expected to shorten the market chain so that farmers get higher prices. However, only a small proportion of them (6.45%) sell their cattle directly to this market. This study aims to determine the level of farmers satisfaction in marketing of their cattle in the Beringkit cattle market based on five dimensions of service quality include tangibility, reliability, responsiveness, assurance and empathy. The data used are primary data collected through interviews with 100 farmers who sell their cows directly in Beringkit cattle market. The data were analyzed using the Customer Satisfaction Index (CSI) and Importance Performance Analysis (IPA) methods. The results of this study indicate that the farmers are in the satisfied category in marketing of cattle in the Beringkit Market with a CSI of 76.52%. Based on the IPA analysis, it can be seen that most of the service attributes in the Beringkit Market already have high performance. However, there are also some service attributes that are very important for farmers, but their service performance is still low. These attributes in- clude; place to put livestock, convenience of parking space, responsiveness to farmer complaints, a sense of security from the dangers of livestock, and service costs. Thus, it can be concluded that the quality of service in the Beringkit Market is already good, but the quality of service is still very important to improve.

scholarly journals Customers’ Evaluation of Service Quality in the Ghanian Banking Industry: A Case Study of Cal Bank Limited

2019 ◽  
Vol 6 (1) ◽  
pp. 9
Author(s):  
Bismark Addai ◽  
Annette Serwaa Agyeman ◽  
Adjei Gyamfi Gyimah
Keyword(s):  
Service Quality ◽  
Financial Services ◽  
Banking Industry ◽  
Sampling Technique ◽  
Primary Data ◽  
Statistical Tool ◽  
Five Dimensions ◽  
Structured Questionnaire

Financial services are intangible and the only way to attract and retain customers is to seek out what they expect and design services to meet these expectations. This study was conducted to investigate customers’ evaluation of service quality in the Ghanaian banking industry using Cal Bank Limited as a case study institution and to recommend effective ways to improve the quality of service delivery. A convenience sampling technique was utilized in a 200 sample-size selection from Cal Bank customers in the Kumasi Metropolis, Ghana. Structured questionnaire adopted from the SERVQUAL instrument was used to gather primary data from customers and SPSS Statistics version 21 was employed as the main statistical tool. It is evident in this study that customers are dissatisfied with the overall level of service quality provided by the bank. However, customers are satisfied with empathy and assurance dimensions. The study further revealed that all the five dimensions of service quality significantly influence the service quality of the bank and the dimension with greatest impact is reliability, which has the highest coefficient. This means that the bank needs to pay much attention to reliability as a service quality component and improve upon the reliable services provided to customers whilst maintaining or improving the other dimensions.

scholarly journals Success Of Pulmonary Tuberculosis Treatment Services In Bangetayu Primary Healthcare Semaranga Reviewed From The Aspect Of Quality Of Service

2019 ◽  
Vol 3 (1) ◽  
pp. 55
Author(s):  
Aisyah Lahdji
Keyword(s):  
Health Care ◽  
Primary Health Care ◽  
Service Quality ◽  
Snowball Sampling ◽  
Input Process ◽  
Tb Treatment ◽  
Primary Health ◽  
Short Course ◽  
Directly Observed Treatment

ABSTRACTPulmonary tuberculosis is a disease that until now has a high morbidity rate, including in Indonesia. Indonesia ranks second with the highest TB burden in the world. From 2013 to 2016, the percentage of the success rate of treatment in Semarang City was 83%, where the lift was still below the target of 90% and in the health profile of the Bangetayu Primary Health Care Semarang, the cure rate was 55% and complete treatment was 34%. One of the controls in TB disease is treatment with the Directly Observed Treatment Short-Course (DOTS) system by monitoring medication. The existence of these efforts still cannot increase the success rate of TB treatment. The purpose of this study was to analyze the scope of achievement of the success of pulmonary TB treatment in Bangetayu Primary Health Care in terms of service quality aspects. This study included descriptive observational research with a qualitative approach. Data collection in this study used interviews and observations by determining the source with the snowball sampling method, namely the head of the health care, the person in charge of the P2P program, the holder of the pulmonary TB program and laboratory officer. This research was conducted at Bangetayu Primary Health Care in November 2018 to December 2018. Assessment of service quality is seen from the aspects of input, process and 5 dimensions of service quality. The results of the study found that the quality of management services from input, process and 5 dimensions of service quality at the Bangetayu Primary Health Care were good. The conclusion of this study is that the Bangetayu Primary Health Care has implemented TB service management well, even though the achievements of TB treatment have not met the target, so that the failure to achieve success in TB treatment in Bangetayu Primary Health Care, Semarang is not caused by health service factors.Keywords                   : Pulmonary tuberculosis, Bangetayu Primary Health Care, service qualityCorrespondence to      : [email protected]   ABSTRAKTuberculosis Paru (TB Paru) adalah  penyakit yang sampai saat ini memiliki angka kesakitan yang tinggi termasuk di Indonesia. Indonesia menduduki peringkat kedua dengan nilai beban TB tertinggi di dunia. Dari tahun 2013 hingga tahun 2016, presentase angka keberhasilan pengobatan di Kota Semarang sebesar 83%, dimana angkat tersebut masih berada dibawah target sebesar 90% . Pada profil kesehatan Puskesmas Bangetayu Semarang, didapatkan angka kesembuhan sebesar 55% dan pengobatan lengkap sebesar 34%. Salah satu pengendalian pada penyakit TB adalah pengobatan dengan system Directly Observed Treatment Short-Course (DOTS) dengan pemantauan minum obat. Adanya upaya tersebut masih belum bisa meningkatkan angka keberhasilan pengobatan TB secara optimal. Tujuan penelitian ini adalah untuk menganalisis  capaian keberhasilan pengobatan TB paru di Puskesmas Bangetayu yang ditinjau dari aspek mutu pelayanan. Penelitian ini termasuk penelitian deskriptif observatif dengan pendekatan kualitatif. Pengumpulan data pada penelitian ini menggunakan wawancara dan observasi dengan penentuan narasumber dengan metode snowball sampling, yaitu kepala puskesmas, penanggungjawab program P2P dan pemegang program TB paru, petugas Laboratorium. Penelitian ini dilakukan di Puskesmas Bangetayu Semarang pada bulan November 2018 hingga Desember 2018. Penilaian mutu pelayanan dilihat dari aspek input, proses dan 5 dimensi mutu pelayanan. Hasil penelitian didapatkan bahwa mutu pelayanan manajemen dari input, proses dan 5 dimensi mutu pelayanan di Puskesmas Bangetayu Semarang sudah baik. Kesimpulan pada penelitian ini adalah Puskesmas Bangetayu sudah  menerapkan manajemen pelayanan TB dengan baik, meskipun capaian keberhasilan pengobatan TB belum memenuhi target, sehingga ketidakberhasilan capaian keberhasilan pengobatan TB di Puskesmas Bangetayu, Semarang tidak disebabkan oleh faktor pelayanan kesehatan.Kata Kunci     : TB Paru, puskesmas bangetayu, mutu pelayananKorespondensi : [email protected]

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