Pengukuran Kualitas Pelayanan Rumah Sakit di Aceh dengan Model HSQ-Metrix

Iwan Budhiarta; Muttaqin Samuthi

doi:10.30588/jmp.v8i2.412

Authors

Iwan Budhiarta Universitas Ubudiyah Indonesia http://orcid.org/0000-0002-3451-2632
Muttaqin Samuthi Universitas Ubudiyah Indonesia

DOI:

https://doi.org/10.30588/jmp.v8i2.412

Keywords:

General hospital, Healthcare quality services, Patient satisfaction, HSQ-Metrix

Abstract

From the preliminary study, the results stated that there was a tendency for an increase in healthcare tourism of Acehnese visits to Malaysia from year to year. The chaotic condition represent of the quality of health services in Indonesia, especially in Aceh, that must be sought for the best solution. Therefore research was carried out with the title "Analysis of Hospital Services Quality in Aceh with the HSQ-Metrix model" which was more comprehensive in assessing the quality of hospital healthcare services. This model is a latest development of HospitalQual compiled by Itumalla et al. in 2014. This model includes the variable Religious Obedience or Religion as one of the quality requirements for healthcare services in hospitals that are in accordance with Sharia principles. Finally, the quality of service at RSUD Dr. Zainoel Abidin still needed a further improvement. HSQ-Metrix values between patient expectations and patient perceptions are still in negative results. This value described that RSUD dr. Zainoel Abidin has not provided services in accordance with patient expectations yet. Perception from the high-level management of RSUD dr. Zainoel Abidin regarding the services desired by non-BPJS patients was not in accordance with the wishes of actual patients. The practices of the quality standards set by the RSUD dr. Zainoel Abidin has not been fully implemented. The recommend will be to to follow up on the concept of proposals in improving the quality of inpatient services, especially on things that have not met consumer expectations. The results of this study are expected to be a supporting material and a driver towards improving the quality of healthcare services in hospitals throughout the Aceh region.

Author Biographies

Iwan Budhiarta, Universitas Ubudiyah Indonesia

Management Department

Muttaqin Samuthi, Universitas Ubudiyah Indonesia

Computer Science Department

References

Aagja, J. P. & Garg, R. (2010). Measuring perceived service quality for public hospitals (PubHosQual) in the Indian context. International Journal of Pharmaceutical and Healthcare Marketing, 4(1): 60-83.

Arasli, H., Ekiz, E. H., & Katircioglu, S. T. (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): 8-23.

BPKB (2019). Program Asistensi Badan Layanan Umum Daerah. http://www.bpkp.go.id/ dan/konten/376/Asistensi-BLUD.bpkp.

Fachrizal (2012). Kepuasan Pasien Terhadap Kualitas Pelayanan Kesehatan Di Poliklinik Badan Layanan Umum Daerah Rumah Sakit Meuraxa Banda Aceh Tahun 2012. Skripsi. Ilmu Keperawatan, Fakultas Kedokteran, Universitas Syiah Kuala.

Hassali, M. A., Alrasheedy, A. A., Razak, B. A., Al-Tamimi, S. K., Saleem. F., Ul-Haq, N., & Aljadhey, H. (2014). Assessment of General Public Satisfaction with Public Healthcare Services in Kedah, Malaysia. Australasian Medical Journal, 7(1): 35-44.

Butt, M. M. & Run, E. C. (2010). Private healthcare quality: applying a SERVQUAL model. International Journal of Health Care Quality Assurance, 23(7).

Manaf, N. H. A. & Nooi, P. S. (2009). Patient Satisfaction as an Indicator of Service Quality in Malaysian Public Hospitals. The Asian Journal on Quality, 10(1).

Padma, P., Rajendran, C., & Lokachari, P. S. (2010). Service quality and its impact on customer satisfaction in Indian hospitals: Perspectives of patients and their attendants. Benchmarking: An International Journal, 17(6): 807-841.

Parasuraman, A., Berry, L.L., Zeithaml, V.A. (1990). An Empirical Examination of Relationships in an Extended Service Quality Model. Marketing Science Institute, Cambridge, M.

Peraturan Menteri Kesehatan Republik Indonesia Nomor 43 Tahun 2016 tentang Standar Pelayanan Minimal Bidang Kesehatan. (2016).

Itumalla, R., Acharyulu, G.V.R.K, & Shekhar, B. R. (2014). Development of HospitalQual: A Service Quality Scale for Measuring In-patient Services in Hospital. Journal of Operations and Supply Chain Management, 7(2): 54-63.

Sarwar, A. (2014). Healthcare Services Quality in Malaysian Private Hospitals: A Qualita-tive Study. International Journal of Hospital Research, 3(3): 103-111.

Suriani (2014). Hubungan Kualitas Pelayanan Kesehatan di Poliklinik Sub-Spesialis Bedah Terhadap Kepuasan Pasien di Rumah Sakit Umum Daerah Dr Zainoel Abidin Banda Aceh. Skripsi. Ilmu Kesehatan Masyarakat, Fakultas Kedokteran, Universitas Syiah Kuala.

Undang-Undang Republik Indonesia Nomor 44 Tahun 2009 tentang Rumah Sakit (2009).

Zakaria, H., Zailani, S., & Fernando, Y. (2010). Moderating role of logistics information technology on the logistics relationships and logistics service quality. Operations and Supply Chain Management, 3(3): 134-147.

Zeithaml, V.A., Parasuraman, A., Malhotra, A. (2002). An empirical examination of the service quality-value-loyalty chain in an electronic channel. Working Paper. University of North Carolina, Chapel Hill, NC.