KUALITAS PELAYANAN UNIT RAWAT INAP PUSKESMAS KENCONG KABUPATEN

Abstract

This research aimed to describe the quality of inpatient care unit at Puskesmas (Public Health Center) Kencong Jember Regency as it once obtained ISO 9001:2008. Measurement of quality of service used service quality model obtained from the calculation of difference between perception scores and expectation scores based on five dimensions i.e. direct evidence, reliability, responsiveness, assurance, and empathy. If the service received is in line with the expectation, the quality of service is considered good; if the service received exceeds the expectation, the service quality is considered excellent or ideal; and if the service received is lower than the expectation, the service quality is considered bad or not good. The research used descriptive design with quantitative approach. The research involved 59 respondents. The sampling technique used incidental sampling. The research was conducted from July to September, 2014. Sources of data used were secondary and primary data, and data were collected by observation, interviews, questionnaires and documentation. The results showed a negative value with a score of -5.25, which means that the quality of inpatient care unit at Puskesmas Kencong Jember was not good because the services received by respondents were lower than the respondents’ expectation