Analisis kepuasan peserta Jaminan Pemeliharaan Kesehatan (JPK) Jamsostek di Rumah Sakit Umum Daerah Dr. Soedarso Pontianak

FACHRI, HELMAN (2012) Analisis kepuasan peserta Jaminan Pemeliharaan Kesehatan (JPK) Jamsostek di Rumah Sakit Umum Daerah Dr. Soedarso Pontianak. Project Report. Fakultas Ekonomi dan Bisnis Universitas Muhammadiyah Pontianak, Pontianak.

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Abstract

This study used a survey method, using a list of questions (questionnaire) as a tool to collect data. The population in this study were all participants Health Insurance (JPK) JAMSOSTEK ever use of outpatient health services in District General Hospital Dr. Soedarso Pontianak in 2011 year amounted to 908 people and 100 people selected as sampel.Variabel study using five dimensions of service quality which consists of reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), empathy (empati) and intangible (wujud ) were measured using a Likert scale. Statements in the Likert scale is related to the level of importance (harapan) and performance of outpatient health services in District General Hospital Dr. Soedarso Pontianak. This variable was analyzed using analysis Importance performance analysis and the Cartesian diagram. The results of the analysis of the level of interest and performance show that the respondents are not satisfied with the performance of outpatient services provided by the District General Hospital Dr. Soedarso Pontianak. Dissatisfaction is reflected in the average level of fitness (Tki) ambulatory health services by 81.04%. Rated level of compliance (Tki) is still below 100%, so that the respondents are not satisfied with the performance of ambulatory care provided. Cartesian diagram analysis results also showed that respondents are not satisfied with the performance of ambulatory care provided. This is reflected in the average value of the score of the average level of performance (X) obtained is equal to 3.71 and the average value of the score of the average rate of interest (Y) equal to 4.58. This means that the performance of the service provided is lower than the rate of interest (expectation) of the respondents, so that respondents are not satisfied with the service provided outpatient hospital. Attributes that lead to dissatisfied respondents (Quadrant A: low priority) include patient admission procedure is fast and easy; inspection service to patients quickly and accurately; treatment for patients quickly and accurately; schedule inspection service in hospitals run by timely or timeliness of hospital schedules; procedures of administrative services for patients was straightforward; fast action the hospital administrative staff when patients need information and assistance; patience hospital administrative staff in providing services; special attention from hospital administrative staff to complaints patients; completeness and readiness of medical devices and other tools used, and the completeness of the drugs available in the hospital pharmacy.

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