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All Journal International Journal of Public Health Excellence (IJPHE)
Riada Marenny Pasaribu
Efarina University
Health Professions Medicine & Pharmacology Nursing Public Health

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Gap Analysis Of The Quality Of Outstanding Services That Influence Patient Satisfaction Riada Marenny Pasaribu
International Journal of Public Health Excellence (IJPHE) Vol. 1 No. 1 (2022): Agustus 2021-January 2022 (First Release)
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijphe.v1i1.134

Abstract

This paper was aimed to identify factors the gap of quality service of outpatient that affect expectation of consumer in Outpatient Unit or Instalasi Rawat Jalan at Fatmawati General Hospital. this research uses post-poitivis approach and qualitative method to identify the factors analysis of quality service that affect expectation of consumer in Fatmawati General Hospital Outpatient by considering service quality by provider perspective (Gap 1-4). Service quality of gap 1-4 theory by Valerie Zeithaml, Leonard Berry, and Parasuraman (1990) is used to support the factors analysis. In fact, the expectation of consumer affected by quality service that has been delivered by provider. The indeks of consumer expectation has decreased through three years, it implies that there are obstacles of quality service must provider face. The quality service that has been delivered dosen’t fit and propper to consumer needs. discussion result of this research show some factual of service quality obstacles i.e research of management, infeasibility perception, performance measurement, technology job-fit,communication eksternal media, and gap between management expectation and consumer expectation
Analysis Satisfaction Patient Treat Inap In dr. Saragih Djasamen Hospital Pematang Siantar Riada Marenny Pasaribu
International Journal of Public Health Excellence (IJPHE) Vol. 1 No. 2 (2022): February-May
Publisher : PT Inovasi Pratama Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55299/ijphe.v1i2.135

Abstract

Service health is wrong one factor which influence degrees health Public. Provider service health like house sick on era modern this must improve the quality of public health services. In maintenance, good government hospitals and private hospitals have a quality management component to meet patient satisfaction with health services provided by the hospital. Destination from study this is for knowing satisfaction patient to service in RSUD Dr. Djasamen Saragih Pematang Siantar. This research is classified as observational research and is study quantitative descriptive with design studies cross sectional . Sample study This is as many as 97 patients. Data collection is done by distributing questionnaires and conduct interviews with respondents, namely patients or families of patients who are in the hospital inpatient room B. Analysis of research data using a computer system that is Microsoft Excel 2013. Results study show that score index satisfaction Public that is as big as 77,851, where number the there is on range 76.61 – 88.30 which show quality service B or good. Hospitals need to conduct a patient satisfaction survey every month or once every three months on a regular basis, in order to know the level of community satisfaction and could made ingredient evaluation for house sick if there is patient which not enough satisfied.
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