ABSTRAK
Tesis ini membahas tentang mutu pelayanan Bidan di IGD Kebidanan RSUPNasional dr. Cipto Mangunkusumo Jakarta. Penelitian menggunakan surveydeskriptif dengan desain cross sectional, untuk mendapatkan gambaran tentang mutupelayanan Bidan. Dimensi-dimensi RATER (responsiveness, assurance, tangible,empathy, realibility) digunakan untuk menilai mutu pelayanan yang diberikan danjuga dilihat dari aspek kompetensi dan produktifitas bidan yang dianggapmempengaruhi mutu pelayanan yang diberikan.
Hasil penelitian didapatkan bahwa mutu pelayanan dipengaruhi baik secara langsungmaupun tidak langsung oleh kompetensi melalui produktivitas. Kompetensi danproduktivitas secara signifikan berpengaruh terhadap mutu pelayanan, sedangkankompetensi berpengaruh secara negatif terhadap produktivitas. Dari lima dimensimutu, dimensi empathy, responsiveness dan reliability yang memberikan pengaruhpaling tinggi. Model hasil analisis prediktif terhadap mutu pelayanan bidan di RSCMini dapat menjelaskan sebesar 20.5% terhadap fenomena yang dikaji, sedangkansisanya 79.5% dijelaskan oleh variabel lain (yang belum terdapat di dalam model).
Abstract
The focus of this study is the quality of midwife care at Emergency Room ofObstetric and Gynaecology RSUP Nasional dr. Cipto Mangunkusumo. The studyused a descriptive survey with cross sectional design, to get an idea of the quality ofmidwife care. RATER dimensions (responsiveness, assurance, tangible, empathy,reliability) was used to assess the quality of services provided and also viewed fromthe aspect of competence and productivity are considered to affect the quality ofmidwifery services provided.
The study found that service quality is affected either directly or indirectly by thecompetence trhough productivity. Competence and productivity significantly affectthe quality of service, while competence in a negative effect on productivity. Of thefive dimensions of quality, dimensions of empathy, responsiveness and reliability thatdelivers the highest impact. Model predictive analysis of the quality of midwiferycare in the RSCM can be explained by 20.5% of the studied phenomenon, while theremaining 79.5% is explained by another variable (which is not contained in themodel). |
