Kepuasan Pengguna Layanan Kesehatan RSUD Kota Surakarta(Studi Deskriptif Kuantitatif Tingkat Kepuasan Pasien Rawat Jalan RSUD Kota Surakarta)

Health is one of the rights that must be fulfilled by the State to its citizens. The availability of quality health facilities such as hospitals is one of the efforts undertaken by the government. Still a complaint against hospital services is an indication of public dissatisfaction with the health facilities. On the basis of the phenomena, this study intends to determine the level of outpatient satisfaction of healthcare services at RSUD Surakarta which is one of health facility of local public service agency Municipal Government of Surakarta. This study applied descriptive quantitative approach with survey method, distributing questionnaires to respondents. The question attributes are structured on the basis of the five dimensions of quality based on the theories of Zeithaml, Berry and Parasuraman. The data used are primary data and secondary data obtained from the indicators of quality of public services and/ or related data to patient/ community. This study took a sample of 241 respondents who are outpatients of RSUD Surakarta. The analysis of data was performed by using technique of Importance Performance Analysis (IPA) and supported by SPSS. Based on the analysis of Cartesian diagram shows that there are 2 statements in quadrant A, 2 statements in quadrant B, 5 statements in quadrant C, 9 statements are in quadrant D. 2 statements in quadrant A indicated that convenient waiting room attributes and timeliness accuracy of medical personnel is at a priority of patient expectations that have not been satisfactory due to the performance of the RSUD has not been maximized. From the average total score of the performance appraisal is 4.0 and expectation 4.14, it means < the expectation level is still greater than the performance level of RSUD Surakarta. Therefore, based on the results of research, it can be concluded that the patient has not been satisfied with the service RSUD Surakarta. Keywords: Satisfaction, Service Quality, Health Care Servic