Kulitas Pelayanan Perawatan Pasien Rawat Inap Di Rumah Sakit Umum Daerah Anutapura Kota Palu

ABSTRACT

Nur Alisa Saputri Sainal, Reg. Number B 102 20 074, "Quality of Inpatient Care Services at Anutapura Regional General Hospital". Supervised by (I) Hasbullah and (II) Nawawi Natsir.

This study is conducted to determine the Quality of Inpatient Care Services at Anutapura Regional General Hospital. The research method was Descriptive Qualitative, with 5 people as informants. Data collection techniques in this study were observation, interview, and documentation. The theory used in this study regarding Service Quality put forward by Kotler & Keller describes 5 essential indicators in assessing the course of Service Quality consisting of (1) Reliability, (2) Responsiveness, (3) Assurance, (4) Empathy, (5) Tangible. The results show that the Quality of Inpatient Services at Anutapura Regional General Hospital was maximized by Reliability and had been running very well, providing fast service. The Responsiveness aspect has also been running well with the response of the nurses/patients in answering all consumer questions. The assurance aspect is going well because of the sense of comfort and trust felt by consumers/patients. The Empathy aspect is going very well because the nurses/employees understand the needs and provide services sincerely to patients/consumers. Furthermore, the last aspect is tangible. In this aspect, the inpatient treatment room facilities are adequate and comfortable, and the infrastructure is sufficient.