MUTU PELAYANAN PASIEN PESERTA ASKES DAN UMUM DI INSTALASI RAWAT JALAN RUMAH SAKIT UMUM DAERAH Dr. M.YUNUS PROVINSI BENGKULU = SERVICE QUALITY OF HEALTH INSURANCE PARTICIPANTS AND GENERAL PATIENTS...

• Main Author: Perpustakaan UGM, i-lib
• Format: Article NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2005
• Subjects: Jurnal i-lib UGM
• Online Access: https://repository.ugm.ac.id/25681/; http://i-lib.ugm.ac.id/jurnal/download.php?dataId=8681
• Institution: Universitas Gadjah Mada

Background: The decrease of outpatient visits in year 2002, low bed occupancy rate, high net death rate and gross death rate, and complaints from health insurance participants toward outpatient service at Dr. M.Yunus hospital suggested poor quality service. This study aimed to measure quality of service, and its influencing factors among general patients and those covered by insurance at the hospital outpatient department. Method: A cross-sectional survey to 206 patients was carried out and the instrument used SERVQUAL. The data was analyzed using descriptive statistic, Mann-Whitney test, Binomial test, T-test, and Two-Way Anova test. Additionally, in-depth interviews with 10 patients were conducted. Result: Both the insured and general patients were dissatisfied with the outpatient service quality. Out of five quality dimensions, responsiveness and empathy were considered as most problematic. Conclusion: The finding indicates that the problem of poor service quality was common, regardless of the insurance payment. Efforts to improve service quality should focus on responsiveness and empathy. Keywords: service quality outpatient, SERVQUAL, health insurance