Penulis / NIM
INDRA SAPUTRA KUDE / 811414023
Program Studi
S1 - KESEHATAN MASYARAKAT
Pembimbing 1 / NIDN
Dr HERLINA JUSUF, Dra., M.Kes / 0001106308
Pembimbing 2 / NIDN
LIA AMALIA, S.KM, M.Kes / 0029117909
Abstrak
ABSTRAK
Indra Saputra Kude, 811414023, 2018. Analisis Penerapan Layanan Lima S (Senyum, Salam, Sapa, Sopan Dan Santun) Terhadap Tingkat Kepuasan Pasien Rawat Inap Di Puskesmas Tilango Kabupaten Gorontalo. Skripsi Jurusan Kesehatan Masyarakat, Fakultas Olahraga dan Kesehatan, Universitas Negeri Gorontalo. Pembimbing I Ibu Dr. Hj. Herlina Jusuf, Dra., M.Kes dan Pembimbing II Ibu Lia Amalia, S.KM, M.Kes.
Kualitas layanan lima S adalah perilaku petugas kesehatan dalam memberikan tindakan pelayanan yang sesuai dengan kode etik profesi dalam wujud senyum, salam, sapa, sopan dan santun kepada klien/pasien yang bertujuan mendapatkan kepuasan dengan indikator kualitas pelayanan yaitu dimensi daya tanggap, jaminan, bukti langsung, perhatian dan kehandalan. Rumusan masalah dalam penelitian ini yaitu bagaimana analisis penerapan layanan lima S (senyum, salam, sapa, sopan dan santun) terhadap tingkat kepuasan pasien rawat inap di Puskesmas Tilango Kabupaten Gorontalo. Penelitian ini bertujuan untuk menganalisis penerapan layanan lima S terhadap tingkat kepuasan pasien rawat inap di Puskesmas Tilango Kabupaten Gorontalo
Jenis penelitian survey analitik dengan menggunakan pendekatan cross sectional. Populasi semua pasien rawat inap di Puskesmas Tilango Kabupaten Gorontalo pada saat penelitian dengan teknik pengambilan sampel purposive sampling yaitu semua pasien yang mengalami rawat inap di Puskesmas Tilango Kabupaten Gorontalo pada saat penelitian dengan pertimbangan yaitu pasien rawat inap, telah menginap > 24 jam, pasien yang bersedia diteliti, mampu membaca dan menulis. Teknik Analisis Data menggunakan pengujian statistic Shapiro Wilk, dan hasil pengujian data tidak berdistribusi normal sehingga menggunakan Uji kolerasi Rank Spearman.
Hasilnya menunjukkan bahwa ada pengaruh penerapan layanan lima S (senyum, salam, sapa, sopan dan santun) terhadap tingkat kepuasan pasien rawat inap di Puskesmas Tilango Kabupaten Gorontalo (p=0.001). Saran bagi Petugas kesehatan dan Sarana pelayanan kesehatan diharapkan dapat meningkatkan mutu pelayanan secara professional agar tidak terjadi kesenjangan antara harapan dengan kenyataan demi tercapainya kepuasan tertinggi bagi pengguna jasa/pasien.
Kata Kunci: Kualitas pelayanan, Layanan lima S, Kepuasan pasien, Rawat inap.
ABSTRACT
The service quality of five S is a behavior of health officer in giving service activities in accordance with the professional code of ethics in the form of Smile, Respect, Greetings, Courteous, and Manners to client / patient aiming to get satisfaction with indicator of service quality dimension of responsiveness, collateral, substantiation, attention, and reliability. The of the problem statement of this research is how to analyze the application of the five S (Smile, Respect, Greetings, Courteous, and Manners) service to the satisfaction level of the patients at Community Health Center of Tilango, Gorontalo Regency. This study aims to analyze the application of five S (Smile, Respect, Greetings, Courteous, and Manners) service towards patient satisfaction level at Community Health Center Tilango, Gorontalo Regency.
This analytic survey research employed a cross-sectional approach. The population involved were all of the patients at Community Health Center Tilango, Gorontalo Regency at the time of the research conducted with purposive sampling technique, i.e., all patients who undergo inpatient at Community Health Center Tilango, Gorontalo Regency. The considerations of inpatient were > 24 hours stayed, disposed of, able to read and write. Data were analyzed by applying the statistical test of Shapiro Wilk; and further, the test results were normally distributed so that using Rank Spearman correlation test.
The results show that there is an influence of the implementation of the five S service (Smile, Respect, Greetings, Courteous, and Manners) to satisfaction level of the inpatients at Community Health Center of Tilango, Gorontalo Regency (p = 0,001). Therefore, it is suggested to the Health Officers and Health Service Facilities are expected to improve the quality of service professionally so that there is no gap between expectation and reality to achieve the highest satisfaction for service user/patient.
Keywords: Service quality, Five S services, Patient satisfaction, Hospitalization.
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