ANALISIS KUALITAS PELAYANAN RUMAH SAKIT NEGERI X DAN KUALITAS PELAYANAN RUMAH SAKIT SWASTA Y DI KOTA PEKANBARU

Abstract

ased on ownership, Law number 44 of 2009 distinguishes hospitals in Indonesia into two types, namely public hospitals and private hospitals. Public hospitals are hospitals managed by the government (including local governments) and other non-profit legal entities. Meanwhile, a private hospital is a hospital managed by a legal entity with a profit in the form of a limited liability company or limited liability company. The quality of health services in hospitals is a unique phenomenon, because its dimensions and indicators can differ among the people involved in health services. To overcome the differences, a guideline is used, namely the basic nature of the implementation of health services, namely meeting the needs and demands of users of health services. The purpose of this study was to describe the quality of outpatient services at state hospital X and private hospital Y in Pekanbaru City. This research is an analytical observational study with a cross sectional approach with a point time approach model using purposive sampling. The sample consisted of 30 outpatients at state hospital X and 30 inpatients at private hospital Y. The data collection tool used was a questionnaire. The technical analysis used is the servqual method. The results showed that Private Y Hospital had good quality outpatient services based on five dimensions (physical evidence, responsiveness, assurance and empathy) especially on the physical dimension. Slightly different from the X State Hospital which is still considered adequate in the quality of outpatient services based on five dimensions (physical evidence, responsiveness, assurance and empathy).