Electronic Theses and Dissertation

Kualitas pelayanan kesehatan di instalasi rawat jalan, sebagai unit pelayanan yang paling sering dimanfaatkan masyarakat, masih menjadi perhatian karena berpengaruh terhadap tingkat kepuasan pasien. Penelitian ini bertujuan untuk mengetahui gambaran kepuasan pasien di Instalasi Rawat Jalan RSUD Meuraxa Kota Banda Aceh menggunakan metode kuantitatif dengan desain cross sectional study. Sampel berjumlah 95 responden yang diperoleh melalui accidental sampling pada empat poliklinik, yaitu Penyakit Dalam, Bedah, Kebidanan dan Kandungan, serta Anak. Instrumen penelitian menggunakan kuesioner Service Quality dan dianalisis secara uji statistik deskriptif. Hasil penelitian menunjukkan bahwa seluruh responden (100%) menyatakan puas terhadap pelayanan rawat jalan. Tingkat kepuasan pada dimensi SERVQUAL meliputi tangibles (90,5%), reliability (93,7%), responsiveness (96,8%), assurance (96,8%), dan empathy (92,6%), yang menunjukkan bahwa seluruh dimensi kualitas pelayanan berada pada kategori baik. Meskipun demikian, beberapa aspek masih memerlukan perhatian, antara lain penataan sistem antrian, proses pendaftaran, ketepatan waktu pemeriksaan dokter, kelengkapan alat pemeriksaan, serta konsistensi salam dan sapa oleh petugas kesehatan. Temuan ini menunjukkan adanya variasi persepsi pasien pada aspek tertentu dalam pelayanan rawat jalan yang perlu ditingkatkan guna mendukung mutu pelayanan secara berkelanjutan.

The quality of healthcare services at the Outpatient Clinic, being the service unit, most frequently accessed by the public, continues to be a concern as it impacts overall patient satisfaction. In this study, it aimed to provide a description of patient satisfaction in the Outpatient Clinic of Meuraxa Regional Hospital, Banda Aceh Municipality, using a descriptive quantitative research type with a cross-sectional study design. A sample of 95 respondents was collected through accidental sampling at four polyclinics: Internal Medicine, Surgery, Obstetrics and Gynecology, and Pediatrics. The research instrument employed the SERVQUAL questionnaire and was analyzed through descriptive statistical methods. The findings indicated that all participants (100%) expressed satisfaction with the outpatient services. The level of satisfaction in the SERVQUAL dimensions included tangibles (90.5%), reliability (93.7%), responsiveness (96.8%), assurance (96.8%), and empathy (92.6%), which shows that all dimensions of service quality are in the good category. However, several aspects still required attention, including the queuing system, the registration process, the punctuality of doctor examinations, the completeness of examination equipment, and the consistency of greetings and greetings by healthcare workers. These findings indicated variations in patient perceptions of certain aspects of outpatient services that need to be improved to support sustainable service quality.