OVERVIEW OF CLIENT SATISFACTION WITH THE QUALITY OF HEALTH

SERVICES AT POLYCLINIC INDONESIA UNIVERSITY OF EDUCATION

Viola Fathia Irwan1)

1) INDONESIA UNIVERSITY OF EDUCATION

ABSTRACT

Background: The quality of health care is to point to the level of perfection of health services in
causing satisfaction in each patient. Each person, depending on their background, may have
different levels of satisfaction for the same quality of health care . Polyclinics is one of the
community service units engaged in the health sector. Polyclinics Indonesian University of
Education was established primarily to serve the health needs of students, lecturers, and
employees Indonesian University of Education. To be able to see how much patient satisfaction
with health services in polyclinic indonesia universities of education, then the author is interested
in researching about “Overview of Client Satisfaction With The Quality of Health Services at
Polyclinic Indonesia University of Education”.
Subjects and Methods: This research is quantitative descriptive research. Using cross sectional
design. This study aims to find out the picture of patient satisfaction with health services in
polyclinic Indonesia University of Education. Respondents involved in this study were patients
who came for treatment to polyclinic Indonesia University of Education. The population used in
the study was patients who visited the Polyclinic Indonesia University of Education during
January 2016 to March 2016, which was as many as 1000 patients. The determination of samples
used in this study uses a type of random sampling method. The samples were taken for study as
many as 91 patients.
Result: Based on the results of data processing on satisfaction with tangible quality of health
services at UPI Polyclinics, it is known that as many as 69% of respondents expressed very
satisfied and as many as 30% were quite satisfied. While the results of processing satisfaction data
on empathy attitudes in health services at Polyclinic Indonesia University of Education were
known as many as 59% of respondents expressed quite satisfied and as many as 41% were very
satisfied. Results of data processing on satisfaction with health service realibility in Polyclinic
Indonesia University of Education 69% of respondents said they were very satisfied and 31% were
quite satisfied. Results of processing satisfaction data on Responsivenes health services in
Polyclinic Indonesia University of Education 57% of respondents said they were quite satisfied
and 42% were very satisfied while 1% were dissatisfied. The results of data processing on
satisfaction with Assurance in health services in Polyclinic Indonesia University of Education
Dimensions are known as many as 54% of respondents stated very satisfied and as many as 44%
quite satisfied while as many as 2% are not satisfied.
Conclusion: The results showed that client satisfaction with the quality of health care in
Polyclinic Indonesia University of Education most feel very satisfied with an average percentage
of 5.30%.
Keywords: Satisfaction, Quality of Health Services.
Correspondence:
Viola Fathia Irwan. Universitas Pendidikan Indonesia. Jl Setiabudi No.229, Isola, Sukasari,
Bandung, Jawa Barat 40154. Email: Violairwan@gmail.com. Mobile: +62-812-7040-3409.