Health service quality and patient satisfaction in the new normal era: a case study of madisingna Mario health center in parepare city.
Abstract
Improving healthcare quality is essential due to the growing demand for exceptional services. However, the COVID-19 pandemic has significantly transformed public service bureaucracy, particularly healthcare centers, through service engineering. This has introduced new health protocols, regulations, and the "new normal" of social and physical distancing. Community health centers strive to maintain service quality and meet community expectations by applying diverse regulatory instruments. The objective of this study is to determine the quality of health services and patient satisfaction during the transition to the new normal era at the Madising Na Mario Health Center in Parepare City. This study utilized a descriptive analytic research design with a cross-sectional approach, employing "accidental sampling" with a sample size of 51 respondents.The results indicated that Certain service quality dimensions, such as reliability, assurance, and responsiveness, were significantly associated with the new normal era. At Madising Na Mario Health Center, staff reliability, service guarantees, and staff responses were good for visitors seeking treatment. However, Tangible and Empathy did not significantly contribute to quality as appearance and infrastructure were already established during the pandemic. Communication and attention are now standard social behaviors in every service provided.
Keywords
Service quality, New normal era, Community health center, COVID-19 PandemicHow to Cite
References
• Aditama, T. Y. (2003). ManajemenAdministrasiRumahSakit, Edisi II. Jakarta: Universitas Indonesia.
• Arikunto, S. (2008). ProsedurPenelitian, SuatuPendekatanPraktis (Revisi). Jakarta: RinekeCipta.
• Azwar. (2000). Program MenjagaMutuPelayananKesehatan. Jakarta: IDI.
• Eldo, D. H. A. Padma. Mutiarin, D. (2019). Analisis best practice inovasipelayananpublik (Studi pada inovasipelayanan “Kumis MbahTejo” di kecamatanTegalrejo Kota Yogyakarta). JurnalManajemenPelayananPublik, 1(2), 156.
• Hasan, E., Nasir, M., Syamsir, & wajdi, M. (2022). Team Emergency Service Model As a Health Service Management Strategy in Wakatobi District. International Journal Of Multidisciplinary Research And Studies, 05(09), 01–21. https://doi.org/10.33826/ijmras/v05i09.2
• Herlambang, Susatyo. (2016). ManajemenPelayananKesehatanRumahSakit. Yogyakarta: Gosyen Publishing.
• Hermanto, D. (2010). PengaruhPersepsiMutuPelayananKebidananterhadapKepuasanPasien Rawat InapKebidanan di RSUD Dr. H. SoemarnoSosroatmodjoBulungan Kalimantan Timur. TesisUniversitasDiponegoro.
• https://Community Health Centermadisingnamario.wordpress.com/
• Irawan, H. (2003). 10 PrinsipKepuasanPelanggan. Jakarta: PT. Gramedia.
• Kementerian KesehatanRepublik Indonesia. (2020). PedomanPencegahanPengendalian Coronavirus Disease (COVID-19) Revisi Ke-4. Jakarta: Kemenkes RI.
• Kementerian KesehatanRepublik Indonesia. (2020). PedomanPencegahan dan PengendalianCornavirus Disease (COVID-19), Kemenkes RI DitjenPencegahan dan PengendalianPenyakit (P2P). Jakarta: Kemenkes RI.
• Kotler, P. (2007). Marketing Management. International Edition. New Jersey: Prentice Hall.
• Litha, Y. (2020). Hasil StudiPublikKhawatirLayananKesehatanTakMampuTampungPasien Corona. VOA Indonesia. Retrieved from https://www.voaindonesia.com/amp/hasil-studi-publik-khawatir-layanan-kesehatan-tak-mampu-tampung-pasien-corona/5365053.html
• Lumbanraja, A. D. (2020). UrgensiTransformasiPelayananPublikmelalui E-Government Pada New Normal dan ReformasiRegulasiBirokrasi. Administrative Law & Governance Journal, 3(2), 220-231.
• Muninjaya, G. (2002). ManajemenKesehatan. Jakarta: EGC.
• Napirah, M. R., Rahman, A., & Tony, A. (2015). Faktor-faktor yang BerhubungandenganPemanfaatanPelayananKesehatan di Wilayah Kerja Community Health Center TamaranaKecamatanPosoPesisir Utara KabupatenPoso. JurnalPengembangan Kota, 4(1), 29-39.
• Natsir, M., Abidin, A., Patmawati, T. A., & Wajdi, M. (2022). Eksistensi the Existence of Quarter Life Qrisis Phenomenon in Young Adults on Mental Health Pre-Covid-19 and During Covid-19 in the Community of the City of Parepare. International Journal Of Multidisciplinary Research And Studies, 05(07), 01–09. https://doi.org/10.33826/ijmras/v05i07.5
• Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-QUAL: A Multiple-Item Scale for Assessing Electronic Service Quality. Journal of Service Research, 7(X), 1-21.
• PERDOKI. (2020). Panduan PerlindunganbagiPekerja di FasilitasPelayananKesehatandalam Masa Pandemi COVID-19. Jakarta: PERDOKI.
• Pohan, I. (2006). JaminanMutuPelayananKesehatan: Dasar-Dasar Pengertian dan Penerapan. Jakarta: EGC.
• Rahmat, A.F., Rahmanto, F., Firmansyah, M.I., &Mutiarin, D. (2020). Standard PelayananPublik di Era Transisi New Normal. Reformasi, 10(2), 186–208.
• Rohman, A., &Larasati, D.C. (2020). Standarpelayananpublik di era transisi New Normal. Reformasi: JurnalIlmiahIlmuSosial dan IlmuPolitik, 10(2), 151-163. Taufik, T., &Warsono, H. (2020). BirokrasiBaruUntuk New Normal: Tinjauan Model PerubahanBirokrasiDalamPelayananPublik Di Era Covid-19. Dialogue: JurnalIlmuAdministrasiPublik, 2(1), 1-18.
• Tjiptono, F. (2005). PemasaranJasa. Surabaya: Bayu Media Publishing.
• Utami, T.N., & Nanda, M. (2019). PengaruhPelatihanBencana Dan KeselamatanKerjaTerhadapResponsPersepsiMahasiswa Prodi IlmuKesehatan Masyarakat. JurnalJumantik, 4(1), 83-100.
• Utami, Y.T. (2018). PengaruhKarakteristikPasienTerhadapKualitasPelayanan Rawat Jalan di UPTD Community Health Center Penumpan Surakarta. JurnalIlmiahRekamMedis dan InformatikaKesehatan, 8(1), 57-65.
• World Health Organization. (2020). COVID-19 significantly impacts health services for noncommunicable diseases. Retrieved from https://www.who.int/news-room/detail/01-06-2020-covid-19-significantly-impacts-health-services-for-noncommunicable-diseases
• Zeithaml, V.A., Bitner, M.J., &Gremler, D.D. (2009). Service Marketing: Integrating Customer Focus Across the Firm. McGraw-Hill, New York.
License
Copyright (c) 2023 EDI HASAN
This work is licensed under a Creative Commons Attribution 4.0 International License.
Individual articles are published Open Access under the Creative Commons Licence: CC-BY 4.0.
