PERUBAHAN PERSEPSI PASIEN ASKES TERHADAP KUALITAS PELAYANAN SEBELUM DAN SESUDAH PERUBAHAN SISTEM ANTRIAN DI TEMPAT PENDAFTARAN RAWAT JALAN (TPPRJ) RUMAH SAKIT UMUM DAERAH (RSUD) KOTA YOGYAKARTA
Background: In the context of global competition on the free market era, every health service had to compete with the local and global competitors. Only health care really qualified that could win the competition in the global market. Perception of patients of the service provided in TPPRJ would con...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/121500/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=61588 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | Background: In the context of global competition on the free market era, every
health service had to compete with the local and global competitors. Only health
care really qualified that could win the competition in the global market.
Perception of patients of the service provided in TPPRJ would continue in the
image of the hospital. Good image becoming would ease the hospital in its
marketing activities. In Indonesia, efforts to implement quality service through
excellent service concept. Change could not be separated from efforts to improve
the efficiency and quality of public services. Application of the new queuing
system that was followed by changes in the flow of patient enrollment in
Yogyakarta City Hospital is expected to overcome the problems faced by patients
Askes for waiting too long.
Objective: The objective of this research was to investigate changes in
perceptions of Askespatients of service quality before and after the change in the
queuing system TPPRJ Hospital Yogyakarta seen from 5 dimensions of service
quality.
Research Methodology: The research used a causal comparative method with
a mixed method approach and the use of cross-sectional design. Sampling
technique used incidental sampling and purposive sampling. Incidental sampling
in this research was used as a determination of sampling respondents to fill out
the questionnaire, while purposive sampling was used to determine the sampling
of respondents to be interviewed.
Results: There is a growing perception of patients seen in the dimensions of
reliability, assurance, tangibles, empathy, and responsiveness from before to
after the change of the queuing system. However, if viewed from each item the
question, it appears that the change of the queuing system does not give a
positive effect on perceptions of Askes patients about the availability of seats
waiting and speed of service. There are significant differences in the perceptions
of patients before and after the change in terms of the dimensions of the queuing
system reliability, assurance, tangibles, empathy, and responsiveness to the
Wilcoxon Matched Pairs test result of 0.000 on each dimension. |
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