PERCEIVED SERVICE QUALITY IN GENERAL OUT–PATIENT CLINIC AT REGION HOSPITAL OF PRABUMULIH CITY

Abstract

Background : The main factor will be the public distrust and don’t choose a health service, is the perceived service quality that don’t sactisfactory. Region hospital of Prabumulih city have made good improvement in term of physical and ministry. But, the increases arenot accompanied by increased utilization. Therefore, this study aims to know service quality in how the general out-patient clinic at region hospital of Prabumulih city.

Method : This is quantitative research while the data collected is cross-sectional data. The data processed by using SPSS program and performed univariate and bivariate analysis. The sample was patients in general out-patient clinic at region hospital of Prabumulih city, from July - August 2009 with 138 people.

Result : The result showed that most respondent had good perception and very high expectation for five quality dimension; tangible, reliability, responsiveness, assurance and empathy. The result of bivariate analysis showed  that total score of perceived service was lower than expected service.

Conclusion : Concluded that perceived service quality in general out-patient clinic at region hospital of Prabumulih was bad from the perspective of the patient because couldn’t fulfill patient’s expectation. Suggestions in this research are for region hospital of Prabumulih city, especially general out-patient clinic, they should keep the patient’s condition was assessed in good, more attention and also must be sensitive to the complaints patient about perceived service and make every effort to meet patient expectation about perceived service.

Keyword                : perceived service quality, tangible, reliability, responsiveness, assurance, empathy