Hubungan Persepsi Pasien Tentang Kualitas Pelayanan dengan Minat Kunjungan Ulang Pasien ke Puskesmas Air Hitam Laut
DOI:
https://doi.org/10.30872/jkmm.v2i2.4695Abstract
Latar Belakang & Tujuan: Kualitas pelayanan rawat jalan perlu diperhatikan guna memberikan kepuasan
pada pasien yang berdampak pada loyalitas pasien untuk memanfaatkan kembali pelayanan puskesmas. Perilaku masyarakat untuk memanfaatkan pelayanan di Puskesmas Air Hitam Laut hanya 60-70%. Hal tersebut dikarenakan mutu pelayanan yang diberikan Puskesmas Air Hitam Laut pada tahun 2019 masih kurang baik dikarenakan di Puskesmas masih belum ada dokter yang memberikan pelayanan. Metode: Penelitian ini merupakan penelitian kuantitatif dengan pendekatan analitik menggunakan desain cross sectional. Sampel penelitian adalah pasien yang berkunjung ke Puskesmas Air Hitam Laut sebanyak 96 orang. Teknik pengambilan sampel penelitian menggunakan teknik purposive sampling. Penelitian dilakukan di pada bulan Mei 2020 di Puskesmas Air Hitam Laut. Metode pengumpulan data adalah dengan wawancara menggunakan kuesioner. Hasil: Hasil penelitian menunjukkan bahwa sebanyak 61,5% responden memiliki persepsi kualitas pelayanan baik dan sebanyak 69,8% responden berminat melakukan kunjungan ulang ke Puskesmas Air Hitam Laut. Ada hubungan yang bermakna antara persepsi kualitas pelayanan dengan minat kunjungan ulang ke Puskesmas Air Hitam Laut Tahun 2020 (p=0,004). Kesimpulan: Puskesmas diharapkan dapat melakukan kajian rutin setiap bulan melalui lokakarya mini tentang mutu pelayanan serta membahas seluruh keluhan baik yang didapat dari kotak saran atau yang disampaikan langsung pada petugas.
Kata Kunci: Persepsi, Kualitas Pelayanan, Minat Kunjungan Ulang
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