Assessing the service quality at health service facilities during the COVID-19 pandemic in North Buton District, Indonesia
PDF

Keywords

COVID-19
quality of service
tangible
reliability
responsiveness
assurance
empathy

How to Cite

Ahmad, L. O. A. I., Akbar, M. I., Nurmaladewi, N., Aspian, P., Pagala, I., & Rustam, M. (2022). Assessing the service quality at health service facilities during the COVID-19 pandemic in North Buton District, Indonesia. Public Health of Indonesia, 8(4), 116–122. https://doi.org/10.36685/phi.v8i4.644

Abstract

Background: The degree of quality health is greatly influenced by existing health services. Thus, assessing the service quality during the COVID-19 pandemic is necessary.

Objective: This study aimed to describe the quality of services in health service facilities in North Buton District during the pandemic.

Method: A descriptive survey research was conducted in 2021. A total of 400 respondents were selected using accidental sampling. Data were analyzed using descriptive statistics and presented in the form of frequency distribution tables and narratives.

Results: The quality of service (tangible, reliability, responsiveness, assurance, and empathy) was sufficient. Changes in the quality of health services were more likely related to changes in service flow and operating hours. However, although the service quality was adequate, some respondents (8% to 12%) complained about unavailability of hand sanitizer in the waiting room, inadequate detailed information related to COVID-19, slow registration process, lack of medical personnel, and less friendly healthcare workers.

Conclusion: This study may serve as input for health policymakers and hospital and public health center managers to improve health service quality.

https://doi.org/10.36685/phi.v8i4.644
PDF

References

Akbar, M. I. (2020). Survey tingkat kepuasan pasien rawat jalan terhadap pelayanan RSUD Kabupaten Buton Utara. Jurnal Kesehatan Masyarakat Celebes, 1(04), 1-8.

Akbar, M. I., & Risky, S. (2020). Hubungan kecepatan mendapatkan layanan, ramah dan sikap santun petugas kesehatan terhadap kepuasan pasien rawat inap Rumah Sakit Umum Daerah Buton Utara. MIRACLE Journal of Public Health, 3(1), 11-17.

Alyami, H. S., Orabi, M. A., Aldhabbah, F. M., Alturki, H. N., Aburas, W. I., Alfayez, A. I., . . . Alsuhaibani, N. A. (2020). Knowledge about COVID-19 and beliefs about and use of herbal products during the COVID-19 Pandemic: A cross-sectional study in Saudi Arabia. Saudi Pharmaceutical Journal, 28(11), 1326-1332.

Azwar, S. (2007). Sikap manusia: Teori dan pengukurannya. Yogyakarta: Pustaka Pelajar.

Delgado, N., Bonache, H., Betancort, M., Morera, Y., & Harris, L. T. (2021). Understanding the links between inferring mental states, empathy, and burnout in medical contexts, Healthcare, 9(2), 158.

Dinas Kesehatan Buton Utara. (2021). Profil kesehatan Kabupaten Buton Utara. Buton Utara: Dinas Kesehatan Buton Utara.

Dinas Kesehatan Provinsi Sulawesi Tenggara. (2021). Info Covid-19 Sultra. Sulawesi Tenggara: Dinas Kesehatan Provinsi Sulawesi Tenggara.

Fanny, M., Ahmad, L. O. A., & Liaran, R. D. (2019). Studi kualitas pelayanan kesehatan terhadap kepuasan pasien rawat jalan di Rumah Sakit Umum Daerah Kota Kendari. Jurnal Kesehatan Masyarakat Celebes, 1(02), 24-31.

Hadjam, M. N. R. (2001). Efektivitas pelayanan prima sebagai upaya meningkatkan pelayanan di Rumah Sakit (Perspektif Psikologi). Jurnal Psikologi, 28(2), 105-115.

Hastuti, N., Nurdjannah, S., Suryani, D., Suyitno, S., & Tukiyo, I. W. (2022). Relationship of socio-demographic factors, knowledge, attitude, and food consumption behavior among vocational high school students during COVID-19 Pandemic, Indonesia. Public Health of Indonesia, 8(1), 1-8.

Kementerian Kesehatan Republik Indonesia. (2020). Pedoman Pencegahan dan Pengendalian Coronavirus Disease (COVID-19). Jakarta: Kementerian Kesehatan Republik Indonesia

Kosnan, W. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pasien rawat inap di rumah sakit umum daerah Kabupaten Merauke. Jurnal Ekonomi, Bisnis, Dan Akuntansi, 21(4).

Muninjaya, A. G. (2004). Manajemen kesehatan. Jakarta: EGC.

Natassa, J., & Dwijayanti, S. S. (2019). Hubungan mutu pelayanan dengan kepuasan pasien BPJS Kesehatan di unit rawat inap RSUD Tengku Rafi’an Kabupaten Siak. Health Care: Jurnal Kesehatan, 8(2), 29-42.

Nugraha, M., & Sumadi, S. (2020). Pengaruh kualitas pelayanan dan persepsi harga terhadap kepuasan pasien di Rumah Sakit Type C Kabupaten Kebumen. Jurnal Ilmiah Ekonomi Global Masa Kini, 11(2), 97-102.

Paschalia, Y. P., Doondori, A. K., Kurnia, T. A., & Se, B. R. S. (2022). The relationship between work stress and quality life among Indonesian health workers during the COVID-19 pandemic. Public Health of Indonesia, 8(3), 96-102.

Puspitasari, I. M., Yusuf, L., Sinuraya, R. K., Abdulah, R., & Koyama, H. (2020). Knowledge, attitude, and practice during the COVID-19 pandemic: a review. Journal of Multidisciplinary Healthcare, 13, 727.

Rofiah, N. (2019). Hubungan kualitas pelayanan kesehatan dengan kepuasan pasien di Puskesmas Rantang Kecamatan Medan Petisah tahun 2019. Universitas Islam Negeri Sumatera Utara.

Ross, J. E. (2017). Total quality management: Text, cases, and readings. London: Routledge.

Sharifi, T., Abdollahi, M., Kalhor, R., Shahrokhi, A., Jalali, F., & Mohammadi, A. (2021). Assessing the quality of health services provided to women under the health care plan: Khorasan Razavi province. Health and Development Journal, 10(2), 127-134.

Subianto, A., Ahmad, L.O.A.I., & Kalza, L.A. (2019). Hubungan kualitas pelayanan kesehatan terhadap kepuasan pasien non penerima jaminan kesehatan nasional peserta bantuan iuran (Jkn-Non Pbi) di Poli Rawat Jalan RS Aliyah 1 Kota Kendari Tahun 2019. Jurnal Administrasi Kebijakan Kesehatan, 1(1).

Tosepu, R., Effendy, D. S., & Ahmad, L. (2020). The first confirmed cases of COVID-19 in Indonesian citizens. Public Health of Indonesia, 6(2), 70-71.

World Health Organization. (2020). Coronavirus disease (‎‎ COVID-19)‎‎: weekly epidemiological, update 1. Geneva: World Health Organization.

Yuliana. (2020). Penyakit virus Corona (Covid-19): Tinjauan pustaka. Majalah Wellness and Healthy, 2(1), 187-192.

Yusup, D. K., Badriyah, M., Suyandi, D., & Asih, V.S. (2020). Pengaruh bencana COVID-19, pembatasan sosial, dan sistem pemasaran online terhadap perubahan perilaku konsumen dalam membeli produk retail. http://digilib.uinsgd.ac.id/id/eprint/30872

Creative Commons License

This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.

Copyright (c) 2022 La Ode Ali Imran Ahmad, Muhammad Ikhsan Akbar, Nurmaladewi, Pitrah Asfian, Iriyanto Pagala, Muhammad Rustam

Downloads

Download data is not yet available.