Research output: Contribution to journalArticlepeer-review


Background: Quality improvement in public service has become a major concern in government institutions as an effort to provide the maximum public service. It is also a major concern for government hospitals in Bengkulu Province. Objective: To analyzing the quality level of the service provided by three government hospitals namely RSUD M. Yunus, RS Jitra, and RS Dinas Kesehatan Tentara (DKT). Method: The study uses quantitative-positivistic approach
with sampling techniques performed by non probability sample through accidental sampling. This study uses analysis of the service quality (Servqual) and the Importance-Performance Analysis (IPA) through a survey of 300 respondents. Result and Discussion: Results showed the dimensions of
the highest service priority level based on the ratings given by respondents is the assurance. While at the lowest priority of service quality is different, there are differences in all three hospitals. If RSUD M. Yunus lowest on service quality of empathy, while RS Jitra and RS DKT lowest on physical appearance. Conclusion: The results of both analyzes using the Servqual and IPA are mutually reinforcing. The highest performance at RSUD M Yunus on the dimensions of assurance, RS Jitra on the dimensions of reliability, and RS DKT on the dimensions of
tangible. Recommendations for subsequent research is to complete a more in-depth analysis of this quantitative research, with mengesplorasi qualitative aspects of the reality of the quality of public services of government hospitals in Bengkulu Province. Continued research in this area is needed to determine
the readiness of Bengkulu Province in implementing the national social security system in health to be held in January 2014.
Original languageIndonesian
JournalJurnal Manajemen Pelayanan Kesehatan
Publication statusPublished - Sept 2011

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