ABSTRAK


MISDAMAYA PURNAMASARI. Faktor-Faktor Kualitas Pelayanan Kesehatan Yang Berhubungan Dengan Kepuasan Ibu Bersalin Di RSU Anutapura Palu (Dibawah Bimbingan Adhar Arifuddin Dan Sudirman)


Konsentrasi Administrasi dan Kebijakan Kesehatan
Program Studi Kesehatan Masyarakat
Fakultas Kedokteran dan Ilmu Kesehatan
Universitas Tadulako
Skripsi, November 2014


Tingginya kesadaran masyarakat akan pentingnya kesehatan, meningkatkan tuntutan pelayanan kesehatan. Salah satu upaya mengantisipasi keadaan tersebut dengan menjaga kualitas pelayanan. Penelitian ini bertujuan untuk mengetahui hubungan kualitas pelayanan kesehatan dengan kepuasan pasien ibu bersalin di RSU Anutapura Palu. Metode yang digunakan adalah desain rancangan cross sectional study. Subjeknya adalah ibu yang melakukan persalinan. Jumlah sampel yaitu 80 sampel. Teknik pengambilan sampel yaitu non probability sampling yang dilakukan secara accidental. Analisis dengan uji chi-square, pada batas kemaknaan (alfa 0,05). Hasil penelitian yaitu Reliability (p=0,005), Assurance (p=0,013), Tangible (p=0,026), Emphaty (p=0,023), dan Responsiveness (p=0,026) ada hubungan dengan kepuasan ibu bersalin di RSU Anutapura Palu. Disarankan kepada RSU Anutapura Perlunya peningkatan kualitas dan kuantitas dari segi pelayanan terhadap pasien dan jumlah SDM tenaga kesehatan di ruang bersalin RSU Anutapura Palu.


Kata Kunci : Kualitas Pelayanan, Kepuasan, Ibu Bersalin












ABSTRACT


MISDAMAYA PURNAMASARI. Factors Of Health Service Quality That Relate To Maternals Satisfaction in General Hospital Anutapura Palu (Under The Supervisions Of Adhar Arifuddin and Sudirman)

Administration and Health Policy Concentration
Public Health Study Program
Faculty of Medical and Health Sciense
Tadulako University
Skripsi, November 2014


Advance of public awareness for the importance of health, increasing the demand of health service. One of efforts for anticipating that condition is preserved the quality of service. The purpose of this research is to know the relation of service quality with satisfaction of maternal patients at Anutapura Palu Hospital. Research method that used is cross sectional plan design. The subjects were womans in labor. The amount of samples are 80 samples. Sampling method is non probability sampling by accidental. Analysis done with chi-square at the limit of significance (alpha 0,05). Results of research are Reliability (p=0,005), Assurance (p=0,013), Tangible (p=0,026), Empathy (p=0,023), and Responsiveness (p=0,026) have relation with maternal satisfaction at Anutapura Palu hospital. The suggestions for Anutapura palu hospital are they have to improve quality and quantity from service aspect for patient and the number of human resource as health officer in maternal room at Anutapura Palu Hospital.

Key words : Service Quality, Satisfaction, Maternal