Pengaruh Kualitas Pelayanan Puskesmas Terhadap Kepuasan Pasien Gigitan Hewan Penular Rabies (GHPR) di UPT Puskesmas Mengwi I Kecamatan Mengwi

Abstract

Abstract The Community Health Center as the Technical Implementation Unit of the District Health Office is responsible for health development in its working area. Community Health Center have the role of organizing health efforts to increase awareness, willingness and ability to live healthy for each population in order to obtain optimal health degrees. The number of cases of Transmission Rabies (GHPR) and the ability of Human Resources (HR) to serve varied and still complaints about services obtained by the community, so the research entitled The Effect of Community Health Center Service Quality on Satisfaction of Transmitted Rabies Animal (GHPR) patients in The Technical Implementation Unit of Mengwi Community Health Center I in Mengwi Subdistrict is important. The formulation of the problems 1. Partially influence the quality of Community Health Center services (tangibles, reability, responsiveness, assurance and empaty) partially to the satisfaction of Transmitted Rabies Animal (GHPR) patients in the Mengwi I Badung Health Center Technical Implementation Unit? (Tangibles, reability, responsiveness, assurance and empaty) simultaneously to the satisfaction of animal bites transmitting rabies (GHPR) in the Mengwi I Badung Health Center Technical Implementation Unit ?. The purpose of this study was to find out and understand the effect of the quality of services of the Mengwi I Technical Implementation Unit on the satisfaction of partial and simultaneous of animal bites transmitting rabies (GHPR) patients. The theory used is the theory of Zeitham Parasuraman-Berry which states that satisfaction is influenced by the quality of services based on 5 dimensions (tangibles reliability, responsiveness, assurance, and empathy). The method used is Random Sampling with a population of 596 and a sample of 100 respondents. Data collection used observation, questionnaire and documentation techniques. The results of this study found that there is a partial effect between tangibles variable of 0.456, reliability of 0.095, responsiveness of - 0.035, assurance of 0.334 and empaty of 0.253 on satisfaction of animal bites transmitting rabies (GHPR) patients. Simultaneously the variable quality of health center services (tangibles, reability, responsiveness, assurance and empathy) had a positive and significant effect on the satisfaction of the animal bites transmitting rabies (GHPR) patients at the Mengwi I Health Center Technical Unit in Mengwi District (P <0.05) Abstrak Puskesmas sebagai Unit Pelaksana Teknis Dinas Kesehatan Kabupaten bertanggung jawab terhadap pembangunan kesehatan di wilayah kerjanya. Puskesmas berperan menyelenggarakan upaya kesehatan untuk meningkatkan kesadaran, kemauan dan kemampuan hidup sehat bagi setiap penduduk agar memperoleh derajat kesehatan yang optimal. Banyaknya kasus Gigitan Hewan Penular Rabies (GHPR) serta kemampuan SDM yang melayani bervariatif dan masih adanya keluhan atas pelayanan yang didapatkan oleh masyarakat, sehingga penelitian dengan judul “Pengaruh Kualitas Pelayanan Puskesmas Terhadap Kepuasan Pasien Gigitan Hewan Penular Rabies (GHPR) di UPT Puskesmas Mengwi I Kecamatan Mengwi†penting dilakukan. Adapun rumusan permasalahan 1. Bagaimana pengaruh kualitas pelayanan puskesmas (tangibles, reability, responsiveness, assurance dan empaty) secara parsial terhadap kepuasan pasien gigitan hewan penular rabies (GHPR) di UPT Puskesmas Mengwi I Badung?, 2. Bagaiamana pengaruh kualitas pelayanan puskesmas (tangibles, reability, responsiveness, assurance dan empaty) secara simultan terhadap kepuasan pasien gigitan hewan penular rabies (GHPR) di UPT Puskesmas Mengwi I Badung?. Tujuan penelitian ini adalah untuk mengetahui dan memahami pengaruh kualitas pelayanan UPT Puskesmas Mengwi I terhadap kepuasan pasien GHPR secara parsial dan simultan. Teori yang digunakan adalah teori Zeitham Parasuraman-Berry yang menyatakan bahwa kepuasan dipengaruhi oleh kualitas pelayanan yang berdasarkan 5 dimensi (tangibles reliability, responsiveness, assurance, dan emphaty). Metode yang digunakan adalah Random Sampling dengan banyaknya populasi 596 dan jumlah sampel 100 responden. Pengumpulan data menggunakan teknik observasi, kuisioner dan dokumentasi. Hasil penelitian ini ditemukan bahwa ada pengaruh secara parsial antara variabel tangibles sebesar 0,456, reability sebesar 0,095, responsiveness sebesar - 0,035, assurance sebesar 0,334 dan empaty sebesar 0,253 terhadap kepuasan pasien GHPR. Secara simultan variabel kualitas pelayanan puskesmas (tangibles, reability, responsiveness, assurance dan empaty) berpengaruh positif dan signifikan terhadap kepuasan pasien GHPR UPT Puskesmas Mengwi I Kecamatan Mengwi (P <0,05)