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KUALITAS PELAYANAN PUBLIK PASIEN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH (RSUD) Dr

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KUALITAS PELAYANAN PUBLIK PASIEN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH (RSUD) Dr KUALITAS PELAYANAN PUBLIK PASIEN RAWAT JALAN DI RUMAH SAKIT UMUM DAERAH (RSUD) dr. DRADJAT PRAWIRANEGARA KABUPATEN SERANG SKRIPSI Diajukan sebagai Salah Satu Syarat untuk Memperoleh Gelar Sarjana Administrasi Publik pada Konsentrasi Manajemen Publik Program Studi Administrasi Publik Oleh: VENI OKTAVIANI NIM. 6661131914 FAKULTAS ILMU SOSIAL DAN ILMU POLITIK UNIVERSITAS SULTAN AGENG TIRTAYASA SERANG 2018 ABSTRAK Veni Oktaviani. NIM 6661131914. 2018. Kualitas Pelayanan Publik Pasien Rawat Jalan di Rumah Sakit Umum Daerah dr. Dradjat Prawiranegara Kabupaten Serang. Program Studi Administrasi Publik. Fakultas Ilmu Sosial dan Ilmu Politik. Universitas Sultan Ageng Tirtayasa. Pembimbing I Dr. Agus Sjafari, M.Si. Pembimbing II Yeni Widyastuti, M.Si. Latar belakang dari penelitian ini adalah adanya masalah yang berkaitan dengan kualitas pelayanan publik pada pasien rawat jalan yang diselenggarakan oleh Rumah Sakit Umum Daerah dr. Dradjat Prawiranegara Kabupaten Serang. Permasalahan yang ditemukan yaitu kinerja dokter yang tidak optimal, waktu pelayanan yang tidak pasti, kurangnya respon dan keramahan petugas dalam memberikan pelayanan, sarana dan prasarana yang belum memadai. Penelitian ini bertujuan untuk mengetahui tingkat kualitas pelayanan publik pasien rawat jalan di Rumah Sakit Umum Daerah dr. Dradjat Prawiranegara Kabupaten Serang. Penelitian ini menggunakan teori 5 dimensi kualitas pelayanan (SERVQUAL) menurut Zeithaml dkk (1990) dalam Hardiyansyah (2011:46-47), yang terdiri dari Tangible (Bukti Fisik), Reliability (Kehandalan), Responsiveness (Daya Tanggap), Assurance (Jaminan), dan Emphaty (Empati). Penelitian ini menggunakan metode penelitian kuantitatif. Sampel yang digunakan sebanyak 204 responden dengan menggunakan teknik cluster sampling (area sampling). Hasil penelitian menunjukkan bahwa kualitas pelayanan publik pasien rawat jalan di Rumah Sakit Umum Daerah dr. Dradjat Prawiranegara Kabupaten Serang termasuk ke dalam kategori “Baik” dengan skor sebesar 63,8%. Namun nampaknya pihak Rumah Sakit Umum Daerah dr. Dradjat Prawiranegara Kabupaten Serang perlu memperhatikan dan melakukan pembenahan untuk beberapa aspek terkait dengan kenyamanan dan kebutuhan pasien rawat jalan, seperti peningkatan sarana dan prasarana di ruang tunggu, lebih memperhatikan kebersihan toilet, ketepatan waktu pelayanan, kinerja petugas termasuk dokter dan perawat, meningkatkan keramahan petugas, serta memperlakukan seluruh pasien dengan adil. Kata kunci: Pelayanan Publik, Kualitas Pelayanan, Pasien Rawat Jalan ABSTRACT Veni Oktaviani. NIM 6661131914. 2018. Quality of Public Services on Outpatient at Regional General Hospital dr. Dradjat Prawiranegara Serang District. Public Administration Studies Program. Faculty of Social and Political Science. University of Sultan Ageng Tirtayasa. Advisor I Dr. Agus Sjafari, M.Si. Advisor II Yeni Widyastuti, M.Si. The background of this study is the existence of problems related to the quality of public services in outpatients organized by the Regional General Hospital dr. Dradjat Prawiranegara Serang District. Problems are found that the doctor's performance is not optimal, service time is uncertain, lack of response and hospitality officers in providing services, facilities and infrastructure that have not been adequate. This study aims to determine the level of quality of public service outpatients in the Regional General Hospital dr. Dradjat Prawiranegara Serang District. This research uses the theory of 5 dimension of service quality (SERVQUAL) according to Zeithaml et al (1990) in Hardiyansyah (2011: 46-47), consisting of Tangible, Reliability, Responsiveness, Assurance, and Emphaty. This research uses quantitative research method. The sample used was 204 respondents by using cluster sampling technique (sampling area). The results showed that the quality of public service outpatients in the Regional General Hospital dr. Dradjat Prawiranegara Serang Regency is included in "Medium" category with score 63.8%. But it seems that the Regional General Hospital dr. Dradjat Prawiranegara Serang Regency needs to pay attention and make improvements to some aspects related to comfort and requirement of outpatient, such as improvement of facility and infrastructure in waiting room, pay more attention to cleanliness of toilet, timeliness of service, officer performance including doctors and nurses, and treat all patients fairly. Keywords: Public Service, Service Quality, Outpatient “Build your own dreams, or someone else will hire you to build theirs” - Farrah Gray - SKRIPSI ini ku persembahkan untuk Mama, Papa, Adik-adik, dan Keluarga Tercinta Terima kasih atas segala do’a, dukungan, perhatian serta pengorbanan yang telah diberikan KATA PENGANTAR Puji dan syukur atas kehadirat Allah SWT yang telah memberikan rahmat dan hidayah-Nya, sehingga peneliti dapat menyelesaikan skripsi yang berjudul “Kualitas Pelayanan Publik Pasien Rawat Jalan di Rumah Sakit Umum Daerah (RSUD) dr. Dradjat Prawiranegara Kabupaten Serang”. Penyusunan skripsi ini diajukan sebagai salah satu syarat untuk memperoleh gelar Sarjana Administrasi Publik pada Program Studi Administrasi Publik, Fakultas Ilmu Sosial dan Ilmu Politik, Universitas Sultan Ageng Tirtayasa. Dalam penyusunan skripsi ini peneliti melibatkan banyak pihak yang senantiasa membimbing serta mendukung peneliti secara moril dan materiil. Maka pada kesempatan yang luar biasa ini, dengan rasa hormat peneliti mengucapkan terima kasih kepada: 1. Prof. Dr. H. Sholeh Hidayat, M.Pd sebagai Rektor Universitas Sultan Ageng Tirayasa. 2. Dr. Agus Sjafari, M.Si sebagai Dekan Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sultan Ageng Tirtayasa sekaligus sebagai dosen pembimbing I yang sudah banyak sekali memberikan bimbingan, arahan, ilmu serta sarannya yang sangat membantu peneliti sejak awal hingga peneliti menyelesaikan skripsi ini. 3. Ibu Rahmawati, S.Sos., M.Si., Wakil Dekan I Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sultan Ageng Tirtayasa. i 4. Bapak Iman Mukhroman, S.Sos., M.Si., Wakil Dekan II Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sultan Ageng Tirtayasa. 5. Bapak Kandung Sapto Nugroho, S.Sos., M.Si., Wakil Dekan III Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sultan Ageng Tirtayasa 6. Ibu Listyaningsih, M.Si., Ketua Jurusan Administrasi Publik Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sultan Ageng Tirtayasa. 7. Ibu Dr. Arenawati, S.Sos., M.Si., Sekretaris Jurusan Administrasi Publik Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sultan Ageng Tirtayasa. 8. Ibu Yeni Widyastuti, S.Sos., M.Si selaku dosen pembimbing II dan pembimbing akademik yang telah senantiasa memberikan bimbingan, arahan dan motivasi kepada penulis dalam menyelesaikan skripsi ini. 9. Kepada yang terhormat seluruh Dosen Program Studi Admnistrasi Publik yang tidak dapat peneliti sebutkan satu persatu, yang telah serta memberikan bekal ilmiah kepada peneliti selama proses belajar mengajar. 10. Staf Program Studi Administrasi Publik, Staf Perpustakaan Fakultas Ilmu Sosial dan Ilmu Politik, serta Staf Fakultas Ilmu Sosial dan Ilmu Politik Universitas Sultan Ageng Tirtayasa yang telah banyak membantu peneliti dalam mengurus segala perijinan, surat-menyurat dan urusan akademik lainnya. ii 11. Terutama sekali untuk Ayahanda Agus Herman Supriadi dan Ibunda Ita Rosita yang selalu memberikan dukungan secara moril dan materiil serta do’a beliau yang tidak pernah henti untuk kesuksesan anak- anaknya di masa depan. Kemudian adik-adik yang peneliti sayangi, Adelia Nurahmadania, Debisonia Rizki, dan Galang Sungsang yang selalu memberikan keceriaan di dalam rumah. Serta saudara-saudara peneliti yang tidak bisa peneliti sebutkan satu persatu yang juga banyak memberikan dukungan kepada peneliti. 12. Seluruh pegawai dan tenaga medis di Rumah Sakit Umum Daerah (RSUD) dr. Dradjat Prawiranegara Kabupaten Serang. Terima kasih atas waktu serta bantuannya selama melakukan penelitian ini. 13. Sahabat terdekat peneliti yang sudah setia menemani sejak dibangku SMA, Siska Indrasari, Desi Handayani, Maelani Satar, Ratu Ayu Widara, Feronika, Sri Wulaningsih. Terima kasih atas segala canda tawa dan segala dukungan yang kalian berikan. 14. Sahabat terdekat peneliti Nadya Aprilia dan Suci Wulansari yang tidak pernah bosan menemani peneliti dari semester satu hingga sekarang ini. Terima kasih untuk semua dukungan dan doanya. 15. Sahabat peneliti Ari Suciati, Diah Utami Ningsih, Desi Aryani, Selin Solihatun Jannah, Linda Rahmawati, Gina Tri Lestari, Astri Nur Wahyuni terima kasih atas segala dukungan, semangat, dan do’anya. iii 16. Teman-teman angkatan 2013 Program Studi Administrasi Publik Universitas Sultan Ageng Tirtayasa yang telah banyak memberikan dukungan dan motivasi kepada peneliti. 17. Serta tidak lupa peneliti mengucapkan banyak terimakasih kepada seluruh pihak yang telah berkontribusi banyak dalam penyusunan skripsi ini. Akhir kata peneliti mengucapkan rasa syukur yang tak terhingga dengan selesainya penyusunan skripsi ini. Peneliti menyadari bahwa dalam penyusunan skripsi ini masih terdapat banyak kekurangan, maka kritik dan saran yang membangun sangat peneliti harapkan demi kesempurnaan penulisan skripsi ini. Peneliti berharap semoga penelitian ini dapat bermanfaat, khususnya bagi peneliti sendiri dan bagi para pembaca pada umumnya. Serang, 09 April 2018 Penulis Veni Oktaviani iv DAFTAR ISI Halaman HALAMAN JUDUL ABSTRAK LEMBAR PERSETUJUAN LEMBAR PENGESAHAN SKRIPSI PERNYATAAN ORISINALITAS MOTTO DAN PERSEMBAHAN KATA PENGANTAR .....................................................................................
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