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Penelitian ini membahas Mutu Keramahan Pelayanan Puskesmas Penyengat Olak Kabupaten Muaro Jambi menggunakan Model Gap SERVQUAL di latarbelakangi masih terdapat keluhan pasien terhadap unsur non klinis khususnya perilaku keramahan petugas, meskipun layanan secara keseluruhan dinilai ‘’Baik’’. Menggunakan metode kualitatif dengan desain studi kasus explorative, data didapat dari wawancara mendalam kepada 15 pasien, 14 petugas pelayanan, dan 5 informan manajemen,observasi langsung dan Focus Group Discussion (FGD),serta dilakukan juga triaggulasi sumber dan metode.Temuan penelitian menunjukan masih terdapat kesenjangan (Gap) di lima tahapan Model SERVQUAL, Gap 1, meski manajemen sebenarnya sudah memahami harapan pasien, tetapi cara melihat arti keramahan sedikit berbeda dengan yang diinginkan pasien. Gap 2, manajemen belum mampu menuangkan harapan pasien sepenuhnya ke SOP. Gap 3 pelaksanaan di lapangan belum selalu sama dengan aturan yang ada, terutama diunit tertentu, Gap 4, janji layanan yang sebagaian kecil masih berbeda, Gap 5 sebagain kecil menyampaikan perbedaan antara pelayanan yang diinginkan dengan yang dirasakan terutama di unit tertentu yaitu pendaftran dan informasi. Pasien berharap keramahan lebih pada unsur yang dapat dirasakan secara emosional, dan manusiawi ditandai dengan kecepatan petugas merespon kehadirannya dengan menyapa lebih dulu, dengan ekspresi yang tidak kaku, datar, atau terbebani, berbicara dengan posisi tubuh menghadap ke pasien dan kontak mata secara wajar, jadi terasa akrab, tidak dihalangi aktivitas lain yang tidak terkait dengan pasien.Sementara petugas menilai keramahan lebih pada unsur teknis yaitu dengan ukuran sudah terlaksananya SOP. Unsur Keramahan yang dominan dalam penelitian ini adalah Welcome, Efficiency, Empathy, Acknowledgement, Servitude, dan Safety. Kesimpulan dari penelitian ini, bahwa mutu keramahan di Puskesmas Penyengat Olak dinilai baik oleh sebagian besar pasien, kecuali pada unit tertentu dan masih terdapat celah (Gap) ditiap rangkaian model Gap SERVQUAL, paling krusial di Gap 2, karena mempengaruhi pelaksanaan Gap 3, 4, akibatnya keramahan yang di rasakan pasien masih bergantung pada inisiatif petugas karena belum tersistem. Perlu memperkecil tiap Gap dan memperkuat Gap 2 agar mutu keramahan meningkat secara sistem, sehingga pelaksanaanya dapat lebih konsisiten terukur dan ditingkatkan secara berkesinambungan.
This study discusses the quality of hospitality in the services provided by the Penyengat Olak Community Health Center in Muaro Jambi Regency using the SERVQUAL Gap Model. This study was motivated by the fact that there are still patient complaints about non-clinical elements, particularly the hospitality of staff, even though the overall service is rated as “Good.” Using a qualitative method with an exploratory case study design, data were obtained from in-depth interviews with 15 patients, 14 service staff, and 5 management informants, direct observation, and Focus Group Discussions (FGD), as well as triangulation of sources and methods. The research findings show that there are still gaps in the five stages of the SERVQUAL Model. Gap 1, management actually understands patient expectations, but their interpretation of friendliness differs slightly from what patients want. Gap 2, management has not been able to fully incorporate patient expectations into SOPs. Gap 3, implementation in the field is not always in line with existing regulations, especially in certain units. Gap 4, some service promises are still different. Gap 5, some express differences between the desired service and the perceived service, especially in certain units, namely registration and information. Patients expect hospitality more in terms of emotional and humanness, which is characterized by the speed with which staff respond to their presence by greeting them first, with expressions that are not stiff, flat, or burdened, speaking with their bodies facing the patient and making natural eye contact, so that they feel familiar and are not distracted by other activities unrelated to the patient. Meanwhile, staff assess hospitality more on technical elements, namely the extent to which SOP have been implemented. The dominant elements of hospitality in this study are Welcome, Efficiency, Empathy, Acknowledgement, Servitude, and Safety. The conclusion of this study is that the quality of hospitality at the Penyengat Olak Public Health Center is considered good by most patients, except in certain units, and there are still gaps in each series of the SERVQUAL Gap model, most crucially in Gap 2, because it systematically affects the implementation of Gaps 3 and 4. As a result, the hospitality felt by patients still depends on the initiative of the staff because it is not yet systematic. Therefore, it is necessary to reduce each gap and strengthen Gap 2 so that the quality of hospitality can be improved systematically, so that its implementation can be more consistent, measurable, and continuously improved.
Organizations that produce a product such as services, requires anevaluation of a self-assessment to improve service quality continuously to obtaina high quality of service and in accordance with the demands of the times. One ofthe assessment of an organization's success is the result of optimal performanceas measured by the target-the specified target organization itself. Researchers areusing seven (7) criteria contained in the Malcolm Baldrige Health Care Criteriafor Performance Excelence to determine the quality of the organization of theRefferal Health Directorate Building Effort, 2014. Research method is thesequential explanatory mixed method design. The results of the bivariate analysisshowed a strong association between positive and patterned organizationalperformance results with the six criteria of the Malcolm Baldrige. While theresults of the multivariate analysis showed four positive criteria and negativecriteria that one can explain the results of the organization's performance by65.7%, while the criteria are not included in the modeling. The results of theperformance of the Refferal Health Directorate Building Effort referencesincluded in the very low range. 3 problems that still stand out among otherorganizations have not set goals, objectives and performance measures (keyperfomance indicators) in the planning of the organization; has not set a vision,mission and values of organization and planning has not been prepared based ona period of long-term and short-term. These problems can be solved if the directorand the head of the organization immediately set the vision, mission and values ofthe organization, strategic planning in accordance with the duties and functionsof the organization as well as by long-term period and the short-term.
This study is quantitative research using cross sectional design to know the relationship of characteristic and job satisfaction on performance of Public Health Care officer in Belitung Regency in 2017. The sample in this research is civil servant which is found in 9 (nine) PHC in Belitung Regency which amounts to 180 people. The results showed that the characteristic variables related to the performance of PHC employee in Belitung Regency were the last education. Job satisfaction variable related to performance of PHC employee of Belitung Regency is compensation. The variable of characteristics and job satisfaction are related after tested together (simultaneous) there are three significant variables are compensation, relationship with colleagues and supervision. And the variable that has the most dominant relationship is supervision. Key words: Employee Performance, Characteristic, Job Satisfaction, Employee
The implementation of accreditation policies in primary healthcare centres have been implemented since 2015, as a response towards the challenges in this globalization era. Recently in 2021, the Indonesian government made it mandatory for primary healthcare centres to have an accreditation certificate, as a prerequisite for them to be covered by the government health insurance (BPJS). This recent policy was met with a variety of opinions, both positive and negative. This study is a quantitative study with a cross sectional design. A total of 133 samples taken in April 2021. The results showed that there was a significant difference of average employee satisfaction scores between the different primary healthcare centres (p = 0,0005).
Along with the increasing number of Covid-19 cases in Indonesia, the Government of Indonesia has provided telemedicine services for Covid-19 self-isolated patients since July 2021. However, in practice there were many complaints from Covid-19 patients. Complaints such as long drug delivery, difficulty in redeeming prescription drugs and doctors who are less responsive. Complaints are a form of gap between patient expectations and the reality of services. The purpose of this study is to analyze the quality of telemedicine services for self-isolated Covid-19 patients in Jabodetabek using the E-SERVQUAL approach. This research method is Mixed Method Sequential Exploratory, where qualitative data collection will be carried out first and then quantitative data collection with a cross-sectional design will be carried out at last. Informants in this study were 8 people who were collected by in-depth interviews and observations, and 137 respondents were collected through online questionnaires with purposive sampling and accidental sampling methods. The results showed that there are all dimensions of service quality that need to be improved, namely the dimensions of ease of use, design template, responsiveness, personalization, and assurance. The results of this study found that good service quality can increase user satisfaction and loyalty with each significance value of 0.000 (p <0.05); the level of loyalty is higher on satisfied users (p-value=0.000); and in mutlivariate test Loyalty level was higher on good service quality (p-value=0.037) and satisfied users (p-value=0.048) after controlled by other variables. The conclusion of this study is that telemedicine services for self-isolated Covid-19 patients in Jabodetabek are pretty good, but there are still some attributes that need to be improved on the overall dimensions.