Analisis Efektifitas Dan Kualitas Pelayanan Ditinjau Perspektif Kepuasan Pada Klinik Mata Utama Tangerang Selatan Tahun 2025
DOI:
https://doi.org/10.31004/joecy.v5i2.2709Keywords:
Patient perception, healthcare service, grounded theoryAbstract
This study aims to explore patients’ perceptions of healthcare services at Klinik Mata Utama Tangerang Selatan. The clinic serves as a primary and referral eye care facility, playing an important role in supporting the National Health Insurance (JKN) program. Although the clinic operates with a structured system, some patients have expressed a gap between their expectations and the actual services received, particularly in areas such as communication, service flow, and facility comfort. This study employs a qualitative approach using grounded theory as the primary strategy. Ten participants were purposively selected, consisting of active patients who received services at the clinic between January and April 2024. Data were collected through in-depth interviews and analyzed using open coding, axial coding, and selective coding to identify categories and themes that reflect patients’ subjective experiences during their treatment. The results revealed five main themes: the need for clear and understandable information from medical staff, the importance of physical facility comfort in providing a sense of safety and ease, the value of empathetic and responsive service from clinic personnel, uncertainty in service procedures especially for new patients, and expectations for a more orderly and transparent queueing system. The implications of this research highlight the need to improve patient-centered care, particularly in interpersonal communication, streamlined service processes, and the maintenance of patient-friendly facilities. In addition to its practical contribution to clinic management, this study also offers theoretical insights into understanding healthcare service quality from a patient perception perspective through a qualitative approach.
References
Adidaya, Sasri, 2004. Analisis Kepuasan Residen di Balai Kasih Sayang Pamardisiwi Jakarta. Jakarta: Program Pasca Sarjana Peminatan Magister Administrasi Publik Fisip UI.
Aditama, Tjandra Yoga, 2004. Manajemen Administrasi Faskes, Jakarta: Penerbit Universitas Indonesia (UI press).
Alma, B. (2018). Manajemen pemasaran dan pemasaran jasa. Bandung: Alfabeta.
Andriani. 2017. Tingkat penerimaan penggunaan jamu sebagai alternatif penggunaan obat modern pada masyarakat ekonomi rendah, menengah dan atas. E-Journal Unair vol 29 no. 3 hal 133-135.
Ariani, Dorothea Wahyu, 2003. Manajemen Kualitas: Pendekatan Sisi Kualitatif. Jakarta: Penerbit Ghalia Indonesia.
Aritonang R, Lerbin R, 2005. Kepuasan pelanggan: Pengukuran dan penganalisisan dengan SPSS, Jakarta: Penerbit PT. Gramedia Pustaka Utama.
Bateman, Thomas S. and Snell, Scott A., 1999. Management: Building Competitive Advantege, Boston: Irwin McGraw-Hill.
Bogdan, R. C., & Biklen, S. K. (2007). Qualitative Research for Education: An Introduction to Theory and Methods (5th ed.). Boston: Pearson Education.
Creswell, J. W. (2013). Qualitative inquiry and research design: Choosing among five approaches (3rd ed.). Thousand Oaks, CA: SAGE Publications.
Creswell, J. W. (2016). Research Design: Qualitative, Quantitative, and Mixed Methods Approaches (4th ed.). Thousand Oaks, CA: SAGE Publications.
Departemen Kesehatan RI, 1995. Pedoman Akreditasi Faskes D Indonesia, Jakarta: Penerbit Direktorat Jendral Pelayanan Medik Depkes RI.
Dewi, P. (2020). The Role of Waiting Time in Perceived Service Quality. Health Services Research Review, 11(2), 143–149
Gaspersz, Vincent, 2001. Total Quality Management, Jakarta: Penerbit PT. Gramedia Pustaka Utama.
Gaspersz, Vincent, 2005. Balance Scorecard Dengan Six Sigma, Jakarta: Penerbit PT. Gramedia Pustaka Utama.
Gaspersz, Vincent, 2005. ISO 9001:2000 and continuental Quality Improvement, Jakarta: Penerbit PT. Gramedia Pustaka Utama.
Ginting, E., & Manurung, S. (2023). Humanistic Communication in Healthcare: Case Study at Eye Clinics. Asian Journal of Public Health, 18(2), 87–95
Hardiansyah. 2011. Kualitas Pelayanan Publik. Yogyakarta: Gava Media
Hasanah, N., & Prasetyo, A. (2021). Kepuasan pasien berdasarkan pengalaman komunikasi interpersonal di rumah sakit daerah: Pendekatan kualitatif. Jurnal Keperawatan Indonesia, 24(3), 215–223.
Hermansyah, R. (2022). Evaluasi Mutu Layanan di Klinik Khusus Mata dengan Pendekatan Patient-Centered Care. Universitas Indonesia
Irawan, Handy, 2002. 10 Prinsip Kepuasan Pelanggan, Jakarta: Penerbit PT Elex Medio Computindo.
Junita Butar-butar, Roymond H Simamora. 2016. Hubungan Mutu Pelayanan Keperawatan Dengan Tingkat Kepuasan Pasien Rawat Inap di RSUD Pandan Kabupaten Tapanuli Tengah. Jurnal Ners Indonesia, Vol.6 No.1.
Komisi Akreditasi Faskes dan Sarana Kesehatan Lainnya (KARS), 2003. Pedoman Survei Akreditasi Faskes: Instrumen Survey Akreditasi RS 16 Pelayanan. Jakarta: Penerbit KARS.
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.
Kotler, Philip, 2004. Manajemen Pemasaran Edisi Milenium-1, Jakarta: Indeks.
Kotler, Philip, 2004. Manajemen Pemasaran Edisi Milenium-2, Jakarta: Indeks.
Kuncoro, Mudraja, 2003. Metode Riset untuk Bisnis dan Ekonom : Bagaimana Meneliti dan Menulis Tesis? Jakarta: Penerbit Erlangga.
Lehman, Donald R. And Winer, Russel S, 1998. Analyss for Marketing Planning, Boston: Irwin/ McGraw-Hill.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic Inquiry. Newbury Park, CA: SAGE Publications.
Lovelock, Christopher, Wirtz, Jochen, and Hean, Tat Keh, 2002. Service Marketing in Asia: Managing People, Technology, and Strategy, Singapore: Prentice Hall.
Lucya, Agung S, 2006. Korporitas Faskes Pemerintah, Bandung: Makalah Seminar Sehari Manajemen.
Miles, M. B., & Huberman, A. M. (1994). Qualitative Data Analysis: An Expanded Sourcebook (2nd ed.). Thousand Oaks, CA: SAGE Publications.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). Thousand Oaks, CA: SAGE Publications.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative Data Analysis: A Methods Sourcebook (3rd ed.). Thousand Oaks, CA: SAGE Publications.
Moleong, L. J. (2019). Metodologi penelitian kualitatif (Edisi Revisi). Bandung: PT Remaja Rosdakarya.
Nasution, M. N. (2005). Manajemen mutu terpadu. Jakarta: Ghalia Indonesia.
Nursalam. 2014. Manajemen keperawatan aplikasi dalam praktik keperawatan profesional edisi 4. Jakarta: Salemba Medika
Palinkas, L. A., Horwitz, S. M., Green, C. A., Wisdom, J. P., Duan, N., & Hoagwood, K. (2015). Purposeful Sampling for Qualitative Data Collection and Analysis in Mixed Method Implementation Research. Administration and Policy in Mental Health and Mental Health Services Research, 42(5), 533–544. https://doi.org/10.1007/s10488-013-0528-y
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Parasuraman, A., Zeithaml, V.A.and Berry, L.L. 1990. SERVQUAL: a multiple item scale for Measuring consumer perceptions of service quality. Journal of Retaling, vol. 64 No, 1, pp. 12-40
Patton, M. Q. (2002). Qualitative research and evaluation methods (3rd ed.). Thousand Oaks, CA: SAGE Publications.
Patton, M. Q. (2002). Qualitative Research and Evaluation Methods (3rd ed.). Thousand Oaks, CA: SAGE Publications.
Patton, M. Q. (2015). Qualitative Research & Evaluation Methods (4th ed.). Thousand Oaks, CA: SAGE Publications.
Peraturan Menteri Kesehatan Republik Indonesia Nomor 42 Tahun 2016 tentang Perubahan Atas Peraturan Menteri Kesehatan Nomor 46 Tahun 2015 Tentang Akreditasi Puskesmas, Klinik Pratama, Tempat Praktik Mandiri Dokter, dan Tempat Praktik Mandiri Dokter Gigi.
Peraturan Pemerintah Republik Indonesia Nomor 47 Tahun 2016 Tentang Fasilitas Pelayanan Kesehatan
Putri, M. A., & Widodo, H. (2022). Eksplorasi persepsi pasien terhadap responsivitas layanan kesehatan di Puskesmas X. Jurnal Ilmu Kesehatan Masyarakat, 17(1), 45–53.
Rahayu, S., Mulyani, D., & Firmansyah, R. (2022). Kepuasan pasien dalam pelayanan kesehatan primer: Studi fenomenologi pada pasien rawat jalan. Jurnal Penelitian Kesehatan, 20(2), 134–142.
Rangkuti, Fredy, 2003. Measuring Customer Satisfaction, Jakarta: Gramedia Pustaka Utama.
Ratminto & Atik, 2006. Manajemen Pelayanan Umum. Yogyakarta: Pustaka Belajar.
Sabarguna, Boy S., 2004. Pemasaran Faskes, Yogyakarta: Penerbit Konsorsium Faskes Islam Jawa Tengah.
Sabarguna, Boy S.,2004. Analisis Pemasaran Faskes, Yogyakarta: Penerbit Konsorsium Faskes Islam Jawa Tengah.
Sabarguna, Boy S.,2004. Manajemen Operasional Faskes, Jakarta: Penerbit Konsorsium Faskes Islam Jawa Tengah.
Santosa, Purbayu Budi dan Ashari, 2005. Analysis Statistik dengan Microsof Excel & SPSS, Yogyakarta: Penerbit Andi.
Santosa, Singgih, 2006. SPSS dan Excel untuk mengukur Sikap dan Kepuasan Konsumen, Jakarta: Penerbit Elex Media Komputindo.
Sarah Cook,2002. Customer excelence, Jakarta: Penerbit PPM.
Simanjuntak, R. (2019). Faktor yang Mempengaruhi Kepuasan Pasien di Puskesmas Perkotaan. Jurnal Ilmu Kesehatan Masyarakat, 8(4), 55–63
Sirin, 2004. Analysis Kepuasan Pelanggan terhadap Pelayanan Kesehatan di RSUD Budhi Asih Jakarta Timur. Jakarta: Program Pasca Sarjana peminatan Magister Administrasi Publik Fisip UI Jakarta.
Spradley, J. P. (1980). Participant Observation. New York: Holt, Rinehart and Winston.
Sugiyono, 2003. Metode Penelitian Administrasi, Bandung: Penerbit Alfabeta.
Sugiyono. (2017). Metode penelitian kuantitatif, kualitatif, dan R&D. Bandung: Alfabeta.
Sujudi, 2000. Menuju Paradigma Sehat dengan Pelayanan Prima, Seminar Nasional (sambutan Menteri Kesehatan), Yogyakarta.
Supranto, J, 2001. Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar, Jakarta: Penerbit Rineka Cipta.
Supriyanto S & Ernawaty. 2011. Pemasaran Industri Jasa Kesehatan. Andi: Yogyakarta
Tan, J. L., Lim, S. H., & Chen, W. Q. (2023). Patient-centered eye care and satisfaction: A qualitative study in Singapore. Asia Pacific Journal of Ophthalmology, 12(1), 56–62. https://doi.org/10.22608/APJO.2023.12.56
Tjiptono, Fandy dan Chandra, Gregorius, 2005. Service, Quality 7 Satisfaction, Yogyakarta: Penerbit Andi.
Tjiptono, Fandy, 2004. Prinsip-Prinsip Total Quality Service, Yogyakarta: Penerbit Andi.
Trisnantoro, Laksono, 2004. Memahami Penggunaan Ilmu ekonomi dalam Manajemen Faskes. Yogyakarta: Gajahmada University Press.
Widyatmoko, Rendro. 2011. Pengaruh Karakteristik Perusahaan Terhadap Pengungkapan Laporan Tanggung Jawab Sosial (Studi Empiris pada Perusahaan Pertambangan yang terdaftar dalam Bursa Efek Indonesia). Skripsi Mahasiswa S-1. Tidak dipublikasikan. Semarang: Universitas Diponegoro.
Zeithalm and Bitner, Mary Jo, 2003. Services Marketing: Integrating Customer Focus Across the Firm, New York: McGraw Hill.
Zeithalm, Pasuraman & Berry, 1990. Delivering Quality Service Balancing Customer Perception and Expectation. New york: the Free Press.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill Education.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Elvi Hariyani, Yuni Pratikno, Sri Wahyuningsih
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
