[ABSTRAK Salah satu alternatif untuk menjawab masalah kepercayaan terhadap pelayanankesehatan dan mengelola rumah sakit agar dapat memperbaiki kinerja sertameningkatkan sekaligus mempertahankan kualitas pelayanannya adalah denganmenerapkan konsep Total Quality Service. Fokus utama dari Total Quality Serviceadalah melibatkan pelanggan pada pengembangan proses pelayanan jasa sedinimungkin. Tujuan penelitian ini adalah untuk mengetahui faktor-faktor TotalQuality Service (TQS) terhadap kepuasan pasien di ruang perawatan ibu RSIABuah Hati Ciputat.Penelitian ini merupakan penelitian deskriptif korelasi dengan pendekatankuantitatif. Sedangkan desain penelitiannya adalah cross sectional. Sampel padapenelitian ini adalah 100 orang pasien dengan dasar perhitungan menggunakanBOR pada masing-masing kelas perawatan. Analisis menggunakan uji Chi-Squaredan regresi logistik berganda. Saran untuk bagian administrasi, rumah sakit perlumenyediakan sistem antrian yang digital serta sistem pendaftaran online. Untukmempercepat proses pembayaran, bagian kasir disarankan menginput data tagihanpasien dari beberapa unit terkait setiap hari. Untuk meningkatkan kompetensiSDM, rumah sakit memberikan seminar dan workshop in house terutamamengenai budaya organisasi dan perilaku, membentuk tim budaya, memberikanpenilaian kepada unit-unit di rumah sakit. Dari segi infrastruktur, rumah sakitdisarankan untuk memperbaiki fasilitas pendingin ruangan, menyediakan fasilitasumum, serta lebih memperhatikan fasilitas kebersihan dan kenyamanan ruangperawatan ABSTRACT One alternative to address the problem of confidence in the health service andmanage the hospital in order to improve performance and enhance and maintainthe quality of service is to apply the concept of Total Quality Service. The mainfocus of Total Quality Service is involved in the development of customer serviceprocesses as early as possible. The purpose of this research to know the factors ofTotal Quality Service (TQS) that affecting the satisfaction of the patients in themother?s ward in RSIA Buah Hati Ciputat.This study is a descriptive correlation with quantitative approach. While the studydesign was cross sectional. The sample in this study was 100 patients on the basisof calculations using the BOR in each class treatment. Analysis using Chi-squaretest and multiple logistic regressions.The results of the study there was a significant relationship betweeninfrastructure, quality of personnel, clinical services, administrative services andexperience of medical care with patient satisfaction in the mother?s ward in RSIABuah Hati Ciputat. Indicators of safety and social responsibility are notassociated with patient satisfaction in the mother?s ward in RSIA Buah HatiCiputat. Suggestions for the administration, hospitals need to provide a digitalqueuing system and an online registration system. To speed up the paymentprocess, the cashier suggested inputting patient billing data from several relatedunits every day. To improve the competence of human resources, the hospitalprovides training, seminars and workshops, especially regarding organizationalculture and behavior, form a team culture, provide an assessment to the units inthe hospital. In terms of infrastructure, hospitals are advised to fix the airconditioning facilities, providing public facilities, as well as more attention to thecleanliness of the facilities and comfort of the treatment room .;One alternative to address the problem of confidence in the health service andmanage the hospital in order to improve performance and enhance and maintainthe quality of service is to apply the concept of Total Quality Service. The mainfocus of Total Quality Service is involved in the development of customer serviceprocesses as early as possible. The purpose of this research to know the factors ofTotal Quality Service (TQS) that affecting the satisfaction of the patients in themother?s ward in RSIA Buah Hati Ciputat.This study is a descriptive correlation with quantitative approach. While the studydesign was cross sectional. The sample in this study was 100 patients on the basisof calculations using the BOR in each class treatment. Analysis using Chi-squaretest and multiple logistic regressions.The results of the study there was a significant relationship betweeninfrastructure, quality of personnel, clinical services, administrative services andexperience of medical care with patient satisfaction in the mother?s ward in RSIABuah Hati Ciputat. Indicators of safety and social responsibility are notassociated with patient satisfaction in the mother?s ward in RSIA Buah HatiCiputat. Suggestions for the administration, hospitals need to provide a digitalqueuing system and an online registration system. To speed up the paymentprocess, the cashier suggested inputting patient billing data from several relatedunits every day. To improve the competence of human resources, the hospitalprovides training, seminars and workshops, especially regarding organizationalculture and behavior, form a team culture, provide an assessment to the units inthe hospital. In terms of infrastructure, hospitals are advised to fix the airconditioning facilities, providing public facilities, as well as more attention to thecleanliness of the facilities and comfort of the treatment room ., One alternative to address the problem of confidence in the health service andmanage the hospital in order to improve performance and enhance and maintainthe quality of service is to apply the concept of Total Quality Service. The mainfocus of Total Quality Service is involved in the development of customer serviceprocesses as early as possible. The purpose of this research to know the factors ofTotal Quality Service (TQS) that affecting the satisfaction of the patients in themother’s ward in RSIA Buah Hati Ciputat.This study is a descriptive correlation with quantitative approach. While the studydesign was cross sectional. The sample in this study was 100 patients on the basisof calculations using the BOR in each class treatment. Analysis using Chi-squaretest and multiple logistic regressions.The results of the study there was a significant relationship betweeninfrastructure, quality of personnel, clinical services, administrative services andexperience of medical care with patient satisfaction in the mother’s ward in RSIABuah Hati Ciputat. Indicators of safety and social responsibility are notassociated with patient satisfaction in the mother’s ward in RSIA Buah HatiCiputat. Suggestions for the administration, hospitals need to provide a digitalqueuing system and an online registration system. To speed up the paymentprocess, the cashier suggested inputting patient billing data from several relatedunits every day. To improve the competence of human resources, the hospitalprovides training, seminars and workshops, especially regarding organizationalculture and behavior, form a team culture, provide an assessment to the units inthe hospital. In terms of infrastructure, hospitals are advised to fix the airconditioning facilities, providing public facilities, as well as more attention to thecleanliness of the facilities and comfort of the treatment room .] |