TINGKAT KEPUASAN PENGUNJUNG PUSKESMAS DI KOTA YOGYAKARTA
Studi Berdasarkan Review Google Maps
Keywords:Visitor Satisfaction Level, Review, Google Maps
Google Maps is an application that is used to find locations, reviews of services and conditions of the desired location. Likewise, to find out the Puskesmas services can be seen on Google Maps, but the Google Maps review has not been used as a basis for improving health services at the Puskesmas. The purpose of this study was to measure the satisfaction level of visitors to the Puskesmas in the Yogyakarta City based on the Google Maps rating value and to identify the factors that cause satisfaction and disappointment of visitors to the services of the Puskesmas in the city of Yogyakarta. The research method uses a visitor survey at 18 Puskesmas in Yogyakarta City was 1,096 respondents. The results obtained are the average rating of the satisfaction level of Puskesmas visitors in the Yogyakarta City of 3.87. The factors that make visitors feel satisfied with the services of the Puskesmas in Yogyakarta City are friendly service and officers by 29.2%, strategically comfortable places and complete facilities by 10.4%, orderly queues (3.3%). While the factors that disappointed visitors were 112 statements (10.5%) which stated slow service, long queues (5.05%), unfriendly staff (2.9%) and narrow waiting rooms and parking spaces (3. 2%). The research results can be used by Puskesmas managers in improving the services provided.
Andaleeb, S. S. (2001). Service quality perceptions and patient satisfaction: A study of hospitals in a developing country. Social Science and Medicine, 52(9). https://doi.org/10.1016/S0277-9536(00)00235-5
Arasli, H., Haktan Ekiz, E., & Turan Katircioglu, S. (2008). Gearing service quality into public and private hospitals in small islands: Empirical evidence from Cyprus. International Journal of Health Care Quality Assurance, 21(1). https://doi.org/10.1108/09526860810841129
Asif, M., Jameel, A., Sahito, N., Hwang, J., Hussain, A., & Manzoor, F. (2019). Can leadership enhance patient satisfaction? Assessing the role of administrative and medical quality. International Journal of Environmental Research and Public Health, 16(17). https://doi.org/10.3390/ijerph16173212
Badri, M. A., Attia, S., & Ustadi, A. M. (2009). Healthcare quality and moderators of patient satisfaction: Testing for causality. International Journal of Health Care Quality Assurance, 22(4). https://doi.org/10.1108/09526860910964843
Bakan, I., Buyukbese, T., & Ersahan, B. (2014). The impact of total quality service (TQS) on healthcare and patient satisfaction: An empirical study of Turkish private and public hospitals. International Journal of Health Planning and Management, 29(3). https://doi.org/10.1002/hpm.2169
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., & Amenta, P. (2015). Conceptualisation of patient satisfaction: A systematic narrative literature review. In Perspectives in Public Health (Vol. 135, Issue 5). https://doi.org/10.1177/1757913915594196
Bleustein, C., Rothschild, D. B., Valen, A., Valaitis, E., Schweitzer, L., & Jones, R. (2014). Wait times, patient satisfaction scores, and the perception of care. American Journal of Managed Care, 20(5).
Brennan, P. F. (1995). Patient satisfaction and normative decision theory. In Journal of the American Medical Informatics Association (Vol. 2, Issue 4). https://doi.org/10.1136/jamia.1995.96010394
Chahal, H., & Mehta, S. (2013). Modeling patient satisfaction construct in the Indian health care context. International Journal of Pharmaceutical and Healthcare Marketing, 7(1). https://doi.org/10.1108/17506121311315445
Christian, G. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4).
Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55–68. https://doi.org/10.2307/1252296
Eriksen, L. R. (1995). Patient satisfaction with nursing care: concept clarification. In Journal of nursing measurement (Vol. 3, Issue 1). https://doi.org/10.1891/1061-37220.127.116.11
Ganasegeran, K., Perianayagam, W., Abdul Manaf, R., Ali Jadoo, S. A., & Al-Dubai, S. A. R. (2015). Patient satisfaction in Malaysia’s busiest outpatient medical care. Scientific World Journal, 2015. https://doi.org/10.1155/2015/714754
Harun, H. (2020). Analisis Faktor Yang Mempengaruhi Mutu Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Puskesmas Rawat Inap Kabupaten Pasaman 2019. Human Care Journal, 4(3). https://doi.org/10.32883/hcj.v4i3.500
Heidegger, T., Saal, D., & Nuebling, M. (2006). Patient satisfaction with anaesthesia care: What is patient satisfaction, how should it be measured, and what is the evidence for assuring high patient satisfaction? In Best Practice and Research: Clinical Anaesthesiology (Vol. 20, Issue 2). https://doi.org/10.1016/j.bpa.2005.10.010
Irawan, B. (2020). Analisis Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan Rumah Sakit Berdasarkan Metode Service Quality (SERVQUAL). Jurnal Keperawatan Dan Fisioterapi (JKF), Vol. 3No.1, 58–64. https://doi.org/10.35451/jkf.v3i1.522
Karatepe, O. M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: Scale development and validation. Journal of Retailing and Consumer Services, 12(5). https://doi.org/10.1016/j.jretconser.2005.01.001
Kotler, P. (1997). Marketing Management (9th ed.). Prentice-Hall.
Lee, M. A., & Yom, Y. H. (2007). A comparative study of patients’ and nurses’ perceptions of the quality of nursing services, satisfaction and intent to revisit the hospital: A questionnaire survey. International Journal of Nursing Studies, 44(4). https://doi.org/10.1016/j.ijnurstu.2006.03.006
Leisen Pollack, B. (2008). The nature of the service quality and satisfaction relationship: Empirical evidence for the existence of satisfiers and dissatisfiers. Managing Service Quality: An International Journal, 18(6). https://doi.org/10.1108/09604520810920059
Li, Z., Hou, J., Lu, L., Tang, S., & Ma, J. (2012). On residents satisfaction with community health services after health care system reform in Shanghai, China, 2011. BMC Public Health, 12(SUPPL. 1). https://doi.org/10.1186/1471-2458-12-S1-S9
Mahon, P. Y. (1996). An analysis of the concept “patient satisfaction” as it relates to contemporary nursing care. Journal of Advanced Nursing, 24(6). https://doi.org/10.1111/j.1365-2648.1996.tb01031.x
Mehta, H., Kanani, P., & Lande, P. (2019). Google Maps. International Journal of Computer Applications, 178(8). https://doi.org/10.5120/ijca2019918791
Mohd, A., & Chakravarty, A. (2014). Patient satisfaction with services of the outpatient department. Medical Journal Armed Forces India, 70(3). https://doi.org/10.1016/j.mjafi.2013.06.010
Mpinga, E. K., & Chastonay, P. (2011). Satisfaction of patients: A right to health indicator? In Health Policy (Vol. 100, Issues 2–3). https://doi.org/10.1016/j.healthpol.2010.11.001
Naidu, A. (2009). Factors affecting patient satisfaction and healthcare quality. International Journal of Health Care Quality Assurance, 22(4). https://doi.org/10.1108/09526860910964834
Nie, Y., Mao, X., Cui, H., He, S., Li, J., & Zhang, M. (2013). Hospital survey on patient safety culture in China. BMC Health Services Research, 13(1). https://doi.org/10.1186/1472-6963-13-228
Nuti, S. V, Wayda, B., Ranasinghe, I., Wang, S., Dreyer, R. P., Chen, S. I., & Murugiah, K. (2014). The use of google trends in health care research: a systematic review. PloS One, 9(10), e109583.
Pascoe, G. C. (1983). Patient satisfaction in primary health care: A literature review and analysis. Evaluation and Program Planning, 6(3–4). https://doi.org/10.1016/0149-7189(83)90002-2
Ranaweera, C., & Prabhu, J. (2003). The influence of satisfaction, trust and switching barriers on customer retention in a continuous purchasing setting. In International Journal of Service Industry Management (Vol. 14, Issues 3–4). https://doi.org/10.1108/09564230310489231
Sunarto. (2010). Analisis Tingkat Kepuasan dan Harapan Pasien Terhadap Pelayanan Puskesmas dan Rumah Sakit Daerah Di Propinsi DIY. In Jurnal Kesehatan Masyarakat Andalas (Vol. 5, Issue 1).
Turris, S. A. (2005). Unpacking the concept of patient satisfaction: A feminist analysis. In Journal of Advanced Nursing (Vol. 50, Issue 3). https://doi.org/10.1111/j.1365-2648.2005.03392.x
Vandeviver, C. (2014). Applying google maps and google street view in criminological research. Crime Science, 3, 1–16.
Widyaningsih, D. S., & Maryani, N. (2020). PENGARUH KUALITAS PELAYANAN LABORATORIUM TERHADAP TINGKAT KEPUASAN PASIEN. Jurnal Kesehatan, 9(1). https://doi.org/10.38165/jk.v9i1.80
Williams, B. (1994). Patient satisfaction: A valid concept? Social Science and Medicine, 38(4). https://doi.org/10.1016/0277-9536(94)90247-X
Zarei, E., Daneshkohan, A., Pouragha, B., Marzban, S., & Arab, M. (2015). An empirical study of the impact of service quality on patient satisfaction in private hospitals, Iran. Global Journal of Health Science, 7(1). https://doi.org/10.5539/gjhs.v7n1p1
How to Cite
Copyright (c) 2023 Ary Sutrischastini, Priyastiwi, Agung Jaya Indarto, Sofiati, Linawati
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.