ANALISIS KUALITAS PELAYANAN FISIOTERAPI PELAYANAN KESEHATAN ST. CAROLUS JAKARTA

Putra, Hijrah Satria Eka (2009) ANALISIS KUALITAS PELAYANAN FISIOTERAPI PELAYANAN KESEHATAN ST. CAROLUS JAKARTA. S2 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

The objective of this study was to find out how was the perception and expectation of the service quality in respect of PKSC physical therapist. Furthermore, the aim of this research was also to observe the gap between perception and expectation of the quality service of the PKSC physical therapist. We used non probability sampling as the research method with 85 respondents. Questionnaire with each 22 statements of expectations variables and perception respectively, were used to collect primary data. All the data was measured by using Likert scale in 7 points. Validity instrument test was carried out by using product moment (pearson) correlation, meanwhile reliability measurement was conducted by using alpha cronbach from SPSS 15. SERVQUAL method used in this research was aimed to measure the gap between perception and expectation of the patient in sense of PKSC physical therapist quality service. Instead of those methods, the quality service was analyzed by using Factor Analysis/PCA. Data analysis of the gap between perception and expectation exhibited that all variabels is having negative gap value. Positive value was found in variables including information of when was therapy should be carried out and physical therapist service acceptance to the patient. By using score of dimension-by-dimension, we have revealed the highest negative gap value was investigated in tangibles and reliability dimension. Furthermore, 22 service quality variables were reduced in to 5 factors, which were: emphaty, tangible, assurance performance, responsiveness, and reliability. Tujuan penelitian ini adalah untuk mengetahui bagaimana persepsi dan harapan pasien terhadap kualitas pelayanan fisioterapi PKSC. Di samping itu, penelitian ini bertujuan melihat besarnya kesenjangan persepsi pasien dan harapan pasien terhadap kualitas pelayanan fisioterapi PKSC. Metode penelitian yang digunakan adalah non probability sampling dengan jumlah sampel 85 responden. Untuk menghimpun data primer digunakan instrument berupa kuisioner berisi 22 pernyataan variabel harapan dan 22 pernyataan variabel persepsi dan diukur menggunakan skala Likert 7 poin. Uji validitas instrumen dilakukan dengan teknik korelasi product moment (Pearson) sedangkan teknik perhitungan reliabilitas menggunakan alpha cronbach dengan alat bantu SPSS 15. Metode SERVQUAL yang digunakan dalam penelitian bertujuan untuk mengukur selisih persepsi dan harapan pasien terhadap kualitas pelayanan fisioterapi PKSC. Selain metode tersebut kualitas pelayanan dianalisis dengan Analisis Faktor/PCA. Hasil perhitungan nilai kesenjangan menunjukkan hampir seluruh variabel masih memiliki nilai kesenjangan negatif (masih banyak variabel yang belum memenuhi harapan pasien). Nilai positif ditemukan pada variabel informasi kepada pasien kapan dilakukan tindakan terapi dan pasien menerima jasa yang cepat dari fisioterapi. Dengan menggunakan skor dimensi per dimensi diketahui kesenjangan negatif terbesar terjadi pada dimensi tangibles dan reliability. Dari hasil analisis faktor diketahui 22 variabel kualitas pelayanan dapat diekstrak menjadi lima faktor yaitu: emphaty, tangible, assurance performance, responsiveness, dan reliability.

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