KEPASTIAN LAYANAN MENJADI PRIORITAS KEBUTUHAN PASIEN PADA RUMAH SAKIT PEMERINTAH DI PROVINSI BENGKULU

Abstract

Background: Quality improvement in public service has become
a major concern in government institutions as an effort
to provide the maximum public service. It is also a major concern
for government hospitals in Bengkulu Province.
Objective: To analyzing the quality level of the service provided
by three government hospitals namely RSUD M. Yunus,
RS Jitra, and RS Dinas Kesehatan Tentara (DKT).
Method: The study uses quantitative-positivistic approach
with sampling techniques performed by non probability sample
through accidental sampling. This study uses analysis of the
service quality (Servqual) and the Importance-Performance
Analysis (IPA) through a survey of 300 respondents.
Result and Discussion: Results showed the dimensions of
the highest service priority level based on the ratings given by
respondents is the assurance. While at the lowest priority of
service quality is different, there are differences in all three
hospitals. If RSUD M. Yunus lowest on service quality of empathy,
while RS Jitra and RS DKT lowest on physical appearance.
Conclusion: The results of both analyzes using the Servqual
and IPA are mutually reinforcing. The highest performance at
RSUD M Yunus on the dimensions of assurance, RS Jitra on
the dimensions of reliability, and RS DKT on the dimensions of
tangible. Recommendations for subsequent research is to
complete a more in-depth analysis of this quantitative research,
with mengesplorasi qualitative aspects of the reality of the
quality of public services of government hospitals in Bengkulu
Province. Continued research in this area is needed to determine
the readiness of Bengkulu Province in implementing the
national social security system in health to be held in January
2014.
Keywords: public service, government hospital, service quality,
importance-performance analysis