AKHTIKA, AKHTIKA and Akhyary, Edy and Okparizan, Okparizan (2024) STRATEGI DALAM MENINGKATKAN KUALITAS PELAYANAN PUBLIK (Studi Pada Layanan Instalasi Rawat Jalan Di Rumah Sakit Umum Daerah (RSUD) Raja Ahmad Tabib Provinsi Kepulauan Riau). S2 thesis, Universitas Maritim Raja Ali Haji.

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Abstract

Public policy in the field of health services is regulated in Law Number 17 of 2023 concerning Health. One form of service is outpatient installations in hospitals. There are still problems related to the quality of public services, especially in outpatient installations at the Raja Ahmad Tabib Regional General Hospital (RSUD), Riau Islands Province. Problems were identified in several hospitals' operational performance, such as in terms of the timeliness of services and the intensity of the accumulation of outpatients in medical hospitals. Therefore, the aim of this research is to find out the quality of hospital services, especially in outpatient installation services. In measuring service quality, researchers used a qualitative descriptive method approach. And the theory of Zeithaml et al (1990) as a measuring tool with 5 (five) indicators, namely service quality, namely, physical evidence (Tangible), Reliability, Capability (Responsiveness), Guarantee and certainty (Assurance) and Empathy (Emphaty). Informants were determined by applying purposive sampling techniques. In data collection, research instruments were used, including field observations and interviews with several informants. Then a documentation study of the available documents is used. Meanwhile, data analysis techniques are carried out through data reduction, displaying data and drawing conclusions on research that has been carried out. The research results show that overall the quality of public services in outpatient installation services at hospitals is running in accordance with the main aim of the service which prioritizes accuracy and comfort for all patients. However, the high number of visits and lack of resources are important findings in the research. Therefore, a more operational public service strategy is needed so that a number of these complaints can be resolved.

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