GAMBARAN TINGKAT KEPUASAN PASIEN BERDASARKAN MUTU PELAYANAN DI POLI GIGI PUSKESMAS TALANG BETUTU KOTA PALEMBANG

Latar belakang : Pentingnya mutu pelayanan kesehatan dalam meningkatkan kepuasan pasien, khususnya pada pelayanan kesehatan gigi di puskesmas. Kepuasan pasien merupakan indikator keberhasilan pelayanan yang dipengaruhi oleh kualitas pelayanan yang diberikan tenaga kesehatan. Tujuan penelitian : untuk mengetahui gambaran tingkat kepuasan pasien berdasarkan mutu pelayanan di Poli Gigi Puskesmas Talang Betutu Kota Palembang. Metode penelitian : yang digunakan adalah penelitian kuantitatif deskriptif dengan desain cross sectional. Sampel penelitian berjumlah 110 responden yang dipilih menggunakan teknik accidental sampling. Pengumpulan data dilakukan menggunakan kuesioner berdasarkan lima dimensi mutu pelayanan menurut Zeithaml, yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Data dianalisis secara univariat dalam bentuk distribusi frekuensi dan persentase. Hasil penelitian : menunjukkan bahwa tingkat kepuasan pasien secara keseluruhan berada pada kategori sangat puas dengan persentase 81,5%. Berdasarkan distribusi tingkat kepuasan, sebanyak 73 responden (66%) berada pada kategori sangat puas, 24 responden (22%) puas, dan 13 responden (12%) cukup puas. Pada dimensi tangibles, mayoritas responden merasa sangat puas sebesar 68,2%; reliability sebesar 72%; responsiveness sebesar 57%; assurance sebesar 58%; dan empathy sebesar 63%. Kesimpulan : menunjukkan bahwa mutu pelayanan di Poli Gigi Puskesmas Talang Betutu Kota Palembang berada pada kategori sangat baik dan mampu memberikan tingkat kepuasan yang tinggi kepada pasien. Oleh karena itu, peningkatan mutu pelayanan perlu terus dilakukan secara berkelanjutan untuk mempertahankan kepuasan pasien.

Background: This study was motivated by the importance of healthcare service quality in improving patient satisfaction, particularly in dental healthcare services at community health centers. Patient satisfaction is an indicator of service success influenced by the quality of services provided by healthcare personnel. Research Objective: This study aimed to describe the level of patient satisfaction based on service quality at the Dental Clinic of Talang Betutu Public Health Center, Palembang City. Research Method: This research used a descriptive quantitative method with a cross-sectional design. The sample consisted of 110 respondents selected using accidental sampling techniques. Data were collected through questionnaires based on the five dimensions of service quality proposed by Zeithaml, namely tangibles, reliability, responsiveness, assurance, and empathy. The data were analyzed using univariate analysis in the form of frequency distribution and percentages. Research Results: The results showed that the overall level of patient satisfaction was categorized as very satisfied with a percentage of 81.5%. Based on the distribution of satisfaction levels, 73 respondents (66%) were very satisfied, 24 respondents (22%) were satisfied, and 13 respondents (12%) were fairly satisfied. In the tangibles dimension, the majority of respondents were very satisfied at 68.2%; reliability at 72%; responsiveness at 57%; assurance at 58%; and empathy at 63%. Conclusion: The findings indicate that the quality of service at the Dental Clinic of Talang Betutu Public Health Center, Palembang City, was categorized as very good and capable of providing a high level of patient satisfaction. Therefore, continuous improvement in service quality is necessary to maintain patient satisfaction.