INTISARI

Latar Belakang: Dalam konteks kompetisi global di era pasar bebas ini, setiap
pelayanan kesehatan harus bersaing dengan para pesaing lokal dan global.
Hanya pelayanan kesehatan yang benar-benar berkualitas yang dapat
memenangkan persaingan dalam pasar global. Persepsi pasien terhadap
pelayanan yang diberikan di TPPRJ akan berlanjut pada pembentukan citra
terhadap rumah sakit. Pembentukan citra yang baik akan mempermudah rumah
sakit dalam kegiatan pemasarannya. Di Indonesia upaya menerapkan pelayanan
berkualitas dilakukan melalui konsep pelayanan prima. Perubahan juga tidak
terlepas dari upaya meningkatkan efisiensi dan kualitas pelayanan publik.
Penerapan sistem antrian baru yang diikuti dengan berubahnya alur pendaftaran
pasien di RSUD Kota Yogyakarta diharapkan dapat mengatasi permasalahan
yang dihadapi pasien Askes karena menunggu terlalu lama.
Tujuan: Tujuan dari penelitian ini adalah untuk mengetahui perubahan persepsi
pasien Askes terhadap kualitas pelayanan sebelum dan sesudah perubahan
sistem antrian di TPPRJ RSUD Kota Yogyakarta dilihat dari 5 dimensi kualitas
jasa
Metodologi Penelitian: Penelitian ini menggunakan metode kausal komparatif
dengan pendekatan mixed method serta menggunakan rancangan cross
sectional. Teknik pengambilan sampel menggunakan incidental sampling dan
purposive sampling. Incidental sampling pada penelitian ini digunakan sebagai
penentuan pengambilan sampel responden untuk mengisi kuesioner, sedangkan
purposive sampling digunakan untuk menentukan pengambilan sampel
responden yang akan diwawancarai.
Hasil: Terdapat peningkatan persepsi pasien dilihat pada dimensi reliability,
assurance, tangibles, emphaty, dan responsiveness dari sebelum ke sesudah
perubahan sistem antrian. Namun jika dilihat dari tiap item pertanyaannya,
tampak bahwa pada perubahan sistem antrian tidak memberikan pengaruh yang
positif pada persepsi pasien Askes tentang ketersediaan kursi tunggu dan
kecepatan pelayanan. Terdapat perbedaan signifikan pada persepsi pasien
sebelum dan sesudah perubahan sistem antrian ditinjau dari dimensi reliability,
assurance, tangibles, emphaty, dan responsiveness dengan hasil uji Wilcoxon
Matched Pair sebesar 0,000 pada tiap dimensinya.
Kata kunci: Perubahan, Persepsi, Kualitas Pelayanan, Mixed method, Wilcoxon
Matched Pair, Pasien Askes, Sebelum dan Sesudah, Sistem Antrian, Dimensi
Kualitas Jasa

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 ABSTRACT

Background: In the context of global competition on the free market era, every
health service had to compete with the local and global competitors. Only health
care really qualified that could win the competition in the global market.
Perception of patients of the service provided in TPPRJ would continue in the
image of the hospital. Good image becoming would ease the hospital in its
marketing activities. In Indonesia, efforts to implement quality service through
excellent service concept. Change could not be separated from efforts to improve
the efficiency and quality of public services. Application of the new queuing
system that was followed by changes in the flow of patient enrollment in
Yogyakarta City Hospital is expected to overcome the problems faced by patients
Askes for waiting too long.
Objective: The objective of this research was to investigate changes in
perceptions of Askespatients of service quality before and after the change in the
queuing system TPPRJ Hospital Yogyakarta seen from 5 dimensions of service
quality.
Research Methodology: The research used a causal comparative method with
a mixed method approach and the use of cross-sectional design. Sampling
technique used incidental sampling and purposive sampling. Incidental sampling
in this research was used as a determination of sampling respondents to fill out
the questionnaire, while purposive sampling was used to determine the sampling
of respondents to be interviewed.
Results: There is a growing perception of patients seen in the dimensions of
reliability, assurance, tangibles, empathy, and responsiveness from before to
after the change of the queuing system. However, if viewed from each item the
question, it appears that the change of the queuing system does not give a
positive effect on perceptions of Askes patients about the availability of seats
waiting and speed of service. There are significant differences in the perceptions
of patients before and after the change in terms of the dimensions of the queuing
system reliability, assurance, tangibles, empathy, and responsiveness to the
Wilcoxon Matched Pairs test result of 0.000 on each dimension.
Keywords: Change, Perception, Quality Service, Mixed methods, Wilcoxon
Matched Pair, Askes Patients, Before and After, Queue System, Service Quality
Dimensions

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