Suwanto, - (2012) Analisis Kualitas Pelayanan Rawat Jalan Puskesmas Tapen Kabupaten Jombang Berdasarkan Extended Model Of Service Quality. Skripsi thesis, UNIVERSITAS AIRLANGGA.

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Abstract

The number of outpatient visits at the Tapen Public Health Center was declining since 2008. The visit of control patients was more than new patients, if it lasts a long time will impact on the utilization and elaboration of Public Health Center. It needs to be analyzed for the patient's perception about the service quality of outpatient at the Tapen Public Health Center. The purpose of this study was to determine the patient's perception of service quality of outpatient in Tapen Public Health Center. This type of research is descriptive with survey method. Research instrument was a questionnaire given to 100 respondents whom are outpatients in Tapen Public Health Center. Questions in the questionnaire were designed to determine the patient's perception of service quality dimensions: reliability, responsiveness, assurance, empathy and tangible. Survey data were analyzed and calculated the average value to describe the service quality of outpatient in Tapen Public Health Center as a whole and specifically each dimension of service quality. Results showed that service quality of outpatient at the Tapen Health Center as a whole is good, the dimension of reliability is very good, the dimension of responssiveness is good, the dimension of assurance is good, the dimension of emphaty is very good, and the dimension of tangible is good. It is recommended to reconstitute the outpatient service standards, improving facilities and infrastructure for outpatient services, and increase the friendliness, responsiveness, attention, effective communicatin and courtesy officers

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