ABSTRAKTesis ini membahas tentang mutu pelayanan Bidan di IGD Kebidanan RSUP
Nasional dr. Cipto Mangunkusumo Jakarta. Penelitian menggunakan survey
deskriptif dengan desain cross sectional, untuk mendapatkan gambaran tentang mutu
pelayanan Bidan. Dimensi-dimensi RATER (responsiveness, assurance, tangible,
empathy, realibility) digunakan untuk menilai mutu pelayanan yang diberikan dan
juga dilihat dari aspek kompetensi dan produktifitas bidan yang dianggap
mempengaruhi mutu pelayanan yang diberikan.
Hasil penelitian didapatkan bahwa mutu pelayanan dipengaruhi baik secara langsung
maupun tidak langsung oleh kompetensi melalui produktivitas. Kompetensi dan
produktivitas secara signifikan berpengaruh terhadap mutu pelayanan, sedangkan
kompetensi berpengaruh secara negatif terhadap produktivitas. Dari lima dimensi
mutu, dimensi empathy, responsiveness dan reliability yang memberikan pengaruh
paling tinggi. Model hasil analisis prediktif terhadap mutu pelayanan bidan di RSCM
ini dapat menjelaskan sebesar 20.5% terhadap fenomena yang dikaji, sedangkan
sisanya 79.5% dijelaskan oleh variabel lain (yang belum terdapat di dalam model).
AbstractThe focus of this study is the quality of midwife care at Emergency Room of
Obstetric and Gynaecology RSUP Nasional dr. Cipto Mangunkusumo. The study
used a descriptive survey with cross sectional design, to get an idea of the quality of
midwife care. RATER dimensions (responsiveness, assurance, tangible, empathy,
reliability) was used to assess the quality of services provided and also viewed from
the aspect of competence and productivity are considered to affect the quality of
midwifery services provided.
The study found that service quality is affected either directly or indirectly by the
competence trhough productivity. Competence and productivity significantly affect
the quality of service, while competence in a negative effect on productivity. Of the
five dimensions of quality, dimensions of empathy, responsiveness and reliability that
delivers the highest impact. Model predictive analysis of the quality of midwifery
care in the RSCM can be explained by 20.5% of the studied phenomenon, while the
remaining 79.5% is explained by another variable (which is not contained in the
model).
