Kualitas pelayanan kesehatan di Puskesmas Kecamatan Ciambar Kabupaten Sukabumi tahun 2019

Risti, Risti (2019) Kualitas pelayanan kesehatan di Puskesmas Kecamatan Ciambar Kabupaten Sukabumi tahun 2019. Diploma thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

Peningkatan kualitas pelayanan kesehatan adalah salah satu isu yang sangat penting. Hal ini terjadi karena disatu sisi tuntutan masyarakat terhadap kualitas pelayanan semakin besar sementara praktek penyelenggara pelayanan tidak mengalami perubahan yang berarti. Masyarakat setiap waktu menuntut pelayanan kesehatan yang berkualitas, meskipun tuntutan tersebut sering tidak sesuai dengan harapan karena pelayanan kesehatan yang terjadi selama ini masih berbelit-belit, lambat, mahal, dan melelahkan. Salah satu unit pelaksana pelayanan kesehatan tingkat bawah adalah Puskesmas. Penelitian ini bertujuan untuk mengatahui dan menganalisis kualitas pelayanan kesehatan di Puskesmas Kecamatan Ciambar Kabupaten Sukabumi dan sejauh mana peran Puskesmas Kecamatan Ciambar Kabupaten Sukabumi dalam memberika Pelayanan Kepada Pasien atau masyarakat. Penulis menggunakan teori kualitas pelayanan yang diungkapkan Oleh Parasuraman, Zeithaml, dan Berry, dimana kualitas pelayanan ini memiliki 5 dimensi yaitu Realibility (Realibilitas), Responsiviness (Daya Tanggap), Assurance (jaminan), Empathy (Empati), dan Tangibel (Bukti fisik). Penulis menggunakan metode penelitian deskriptif dengan menggunakan pendekatan penelitian kualitatif. Teknik pengumpulan data terdiri dari wawancara, observasi dan studi pustaka. Berdasarkan hasil peneltian yang telah dilakukan maka penulis menyimpilkan bahwa Puskesmas Kecamatan Ciambar Kabupaten Sukabumi sudah memberika pelayanan dengan baik meskipun masih ada beberapa yang perlu diperbaiki. Improving the quality of health services is a very important issue. This happens because on the one hand the demands of the community for the quality of service are increasingly greater while the practice of service providers has not experienced significant changes. Communities are demanding quality health services all the time, even though these demands are often not in line with expectations because the health services that occur so far are still complicated, slow, expensive, and tiring. One of the lower-level health service delivery units is the Puskesmas. This study aims to determine and analyze the quality of health services in the Ciambar District Health Center, Sukabumi Regency and the extent of the role of the Ciambar District Health Center, Sukabumi Regency in providing Services to Patients or the community. The author uses the service quality theory expressed by Parasuraman, Zeithaml, and Berry, where the quality of this service has 5 dimensions, namely Realibility, Responsiviness, Assurance, Empathy, and Tangible (Physical evidence) . The author uses descriptive research methods using a qualitative research approach. Data collection techniques consisted of interviews, observation and literature study. Based on the results of the research that has been done, the writer concludes that the Ciambar District Health Center, Sukabumi Regency has provided good service even though there are still some that need to be improved.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Pelayanan; Kesehatan; Kualitas;
Subjects: Administration of The Physical Plant
Public Administration
Administration of Economy
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User: Risti Risti
Date Deposited: 03 Jul 2020 09:04
Last Modified: 03 Jul 2020 09:04
URI: https://etheses.uinsgd.ac.id/id/eprint/31560

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