SERVICE QUALITY RELATIONSHIP WITH

PATIENT SATISFACTION IN POLYCLINIC

OF HOSPITAL BHAYANGKARA SETUKPA
POLRI SUKABUMI 2017

NOVIA ANDINI
NPM : 113215093

PROGRAM STUDY PUBLIC HEALTH

STIKES JENDERAL ACHMAD YANI
2017
 CHAPTER I

INTRODUCTION
 BACKGROUND
The development of health which is part of the
national development aims to raise awareness. In
accordance with Law No. 25 of 2014 on National
Development Planning System. In relation to the
objectives of the National Health Development
Agenda and the West Java Provincial Health Office
mission, improvements in the quality of health
services are essential. Improvement in the quality
One of them in terms of quality of service both at the
Hospital and at the Puskesmas. Hospitals as one of
the institutions engaged in health care services with
the responsibility to provide treatment, provide care,
seek healing, and patient health. 3
 Sukabumi city which became the referral center
of Sukabumi regency thus making the city hospital as
the attention of the central government. Sukabumi
City has 6 (six) Hospital which is divided into 3 (three)
Private Hospital namely RS Kartika Medical Center,
RSI Assyfa, and RS Ridogalih. In addition there are 3
(three) State Hospital under the central government of
Syamsudin SH Hospital, Bhayangkara Setukpa Polri
Hospital, and RSUD Al-Mulk. There are two D type
hospitals in Sukabumi City, RS Ridogalih with 43 beds
and RSUD Al-Mulk with 48 beds. In 2016 Syamsudin
SH Hospital has 154,763 outpatient visits,
Bhayangkara Setukpa Polri Hospital with 8,422
patients, and RSUD Al-Mulk 5,001 patients.
 Based on a preliminary study that
researchers conducted through observations and
interviews on the head of the outpatient installation
in June 2017 at Bhayangkara Setukpa Polri
Hospital Sukabumi city obtained data visit to the
public policemen amounted to 8,616 people, with
an average monthly visit reached ± 786 people.
Preliminary study results conducted at the end of
June 2017 with 10 respondents repeated 5 times, 7
out of 10 respondents stated that the old queue and
waiting for the specialist arrived did not match the
control time so that the respondents were not
satisfied due to the service long.
General Purpose
Knowing Is there a Quality of Service Relationship
with Patient Satisfaction in Outpatient Polyclinic of
Bhayangkara Setukpa Polri Hospital

Special Purpose
A. Knowing the Picture of Service Quality at
Bhayangkara Setukpa Polri Hospital.
B. Knowing the Picture of Patient Satisfaction at
Bhayangkara Setukpa Polri Hospital.
C.Knowing the relation of service quality with patient
satisfaction seen from dimension of responsivveness,
assurance, empathy, and tangibels in polyclinic
outpatient of bhayangkara hospital setukpa polri
sukabumi city
 BAB II
literature Review
Service Concept

satisfaction

Hospital Concepts

Bhayangkara Setukpa
Polri Hospital
7
 CHAPTER III

RESEARCH
METHODOLOGY
 Research Design

The design of this study is one form

of correlational research design,
using a cross sectional study

Service quality Patient Satisfaction

 POPULATION
All outpatient polyclinic
patients in 2017 were
117

Sample is
91 outpatient polyclinic
patients

Technic sampling use

Cluster Sampling
Data Collection Techniques and Instruments
 Primary Data: in the form of
questionnaire given to the respondent
 Secondary Data: medical record of
polyclinic outpatient of bhayangkara
hospital setukpa polri sukabumi
 Research Instrument: Questionnaire

11
 PROCESSING AND
ANALYSIS DATA
 Editing
Data  Coding
Processing  Processing
 Cleaning

Data  Univariate
Analysis  Bivariate  Chi-square
 ETHICS RESEARCH
1. Informed Consent
2. Anominity
3. Confidentialy
 LOCATION and TIME
of RESEARCH

1. Bhayangkara Hospital Setukpa

Polri Sukabumi

2. Time : August 2017

CHAPTER IV

RESULTS AND
DISCUSSIONS
 UNIVARIATE ANALYSIS
Distribution of Frequency of Service
Quality in Outpatient Polyclinic
Bhayangkara Setukpa Polri Hospital
Level III Sukabumi 2017
Performance frequency Percentage
Employees
%
Not Good 50 60,4
Good 41 39,6
Total 91 100,0
Frequency Performance Descriptions

Quality of Service in Outpatient

Polyclinic Bhayangkara Setukpa Polri
Hospital Sukabumi 2017 illustrates that
as many as 50 patients (60.4%) have
an assessment of the quality of service
is less good, while the assessment of
good service quality as many as 41
patients (39.6% ).
 Distribution of Frequency of Patient
Satisfaction at Outpatient Polyclinic
Bhayangkara Setukpa Polri Hospital
Level III Sukabumi 2017

Discipline frequency Percentag

Employees
e%
not satisfied 55 60,4
Satisfied 36 39,6
Total 91 100,0
Frequency Discipline Descriptions

Patient Satisfaction at Outpatient

Policlinic of Bhayangkara Setukpa
Polri Hospital Sukabumi 2017
illustrates that as many as 55 patients
(60,4%) have assessment about
Patient Satisfaction declared
dissatisfied, while assessment of
patient satisfaction satisfied as much
as 36 patient (39,6% ).
 BIVARIATE ANALYSIS
Distribution of Frequency of Service Quality
with Patient Satisfaction at Outpatient
Policlinic of Bhayangkara Setukpa Polri
Hospital Level III Sukabumi 2017

Discipline
Performance Employees Total PR P
Employees Not satisfied (95% CI) Value
satisfied
N % N % N %
Not Good 36 72,0 14 28,0 50 100
1,554
Good 19 46,3 22 22 41 100 (1,071- 0,013
55 60,4 36 39,6 91 100 2,254)
Total
Descriptions

The result was 36 patients (72.0%) had

poor service quality assessment stated
dissatisfaction and as many as 22 patients
(53,7%) who had good health quality evaluation
stated satisfied. Furthermore, based on the
statistical test Chi-Square (x²) obtained (Pvalue
= 0.023 <0.05), Indicates that H0 is rejected
and H1 accepted, meaning there is a significant
relationship between Service Quality and
Patient Satisfaction in Polyclinic Outpatient
Bhayangkara Setukpa Polri Sukabumi city in
2017.
 CHAPTER V

CONCLUSION AND
SUGGESTION
 SUGGESTION

For Health Officers at

Bhayangkara Setukpa Police Hospital
Police Sukabumi City, researchers
hope to be able to maintain the quality
of services that have been good and
further improve the quality of service is
still not good. Quality of service that
must be improved that includes several
dimensions of service are:
 SUGGESTION
A.Responsiveness
1) Doctors are expected to listen more to
complaints from patients
2) Hospital staff improves information
services in respect of the examining
physician that is needed by the patient well
and provides information if there is a delay
of the examining physician.
3) The officer should explain the length of
waiting time when medical action is taken.
 SUGGESTION

B. Tangibels
1)The hospital improves building
maintenance hygiene and
complements health equipment and
provides a neat and good appearance.
2) Requires the addition of adequate
waiting room and stool for the patient to
wait so comfortably.
 SUGGESTION
2. Need to be maintained and more improved again
about the quality of service for dimensions of
reliability (reliability), assurance (assurance) and
emphaty (emphaty).
3. Patient satisfaction that needs to be improved that
is about the dimension of reliability (reliability):
1) Required procedures for acceptance of inspection
services, treatment of patients more quickly and
appropriately
2) It needs to be improved again about the accuracy
of service schedule, the convoluted procedure in the
outpatient polyclinic of the hospital
 SUGGESTION

4. Patient satisfaction to be
maintained that includes several
dimensions of service that is
responsiveness (responsiveness),
assurance (assurance), emphaty
(emphaty) and tangibels (physical
evidence
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