skip to main content

Faktor Lingkungan Fisik dan Dimensi Tangibles Pelayanan Terhadap Niat Kunjungan Ulang ke Puskesmas di Kabupaten Demak

1Bagian Administrasi dan Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat Universitas Diponegoro, Jalan Prof. Jacub Rais Kampus Universitas Diponegoro Tembalang, Semarang 50275, Indonesia

2Puskesmas Gajah I, Dinas Kesehatan Kabupaten Demak, Jawa Tengah 59581, Indonesia

Open Access Copyright 2022 Jurnal Kesehatan Lingkungan Indonesia under http://creativecommons.org/licenses/by-sa/4.0.

Citation Format:
Abstract

Latar belakang: Dampak pandemi Covid-19 menurunkan jumlah kunjungan ke Puskesmas di Kabupaten Demak dari 141,2% (2020) menjadi 69,5% (2021). Kebijakan pembatasan sosial menuntut Puskesmas menyediakan sarana fisik dan mekanisme layanan dengan batasan-batasan tertentu yang mempengaruhi kepuasan. Keengganan berkunjung juga dikarenakan lingkungan fisik dan sarana prasarana dianggap kurang memuaskan. Penelitian ini bertujuan menganalisis pengaruh faktor lingkungan fisik dan dimensi tangibles pelayanan terhadap niat berkunjung ulang ke Puskesmas.

Metode: Penelitian kuantitatif dengan desain cross-sectional. Populasi targetnya semua pasien yang berkunjung ke Puskesmas. Populasi terjangkau yaitu pasien yang berkunjung ke Puskesmas Dempet dan Karangawen-I. Total sampel 332 orang yang dipilih menggunakan teknik purposive sampling. Variabel bebas pada faktor lingkungan fisik: kondisi gedung dan bangunan, kondisi ruangan, sarana transportasi, sedangkan dimensi tangibles: alur pelayanan, ketenagaan, waktu tunggu. Variabel terikatnya niat kunjungan ulang ke Puskesmas. Analisis bivariat dengan uji Chi-Square. Selanjutnya, analisis multivariat dengan regresi logistik berganda

Hasil: Sebanyak 57,5% responden berniat berkunjung ulang ke Puskesmas. Proporsi responden yang menyatakan lingkungan fisik dan dimensi tangibles kurang baik berada pada kisaran 44,6%-49,4%. Variabel kondisi gedung dan bangunan, kondisi ruangan, sarana transportasi, alur pelayanan, dan ketenagaan secara parsial berhubungan dengan niat kunjungan ulang (p<0,05). Variabel kondisi gedung dan bangunan, sarana transportasi dan ketenagaan secara simultan mempengaruhi niat berkunjung ulang.    

Simpulan: Faktor lingkungan fisik dan dimensi tangibles secara parsial maupun simultan mempengaruhi niat berkunjung ulang ke Puskesmas. Secara bertahap Puskesmas perlu meningkatkan kebersihan dan kenyamanan lingkungan (gedung, bangunan, ruangan, termasuk area parkir), memperbaiki sanitasi dan prasarana fisik, serta performansi petugas dalam memberikan pelayanan.

 

ABSTRACT

Title: Physical Environmental Factors and Tangible Dimension of Services on Revisiting Intention into Health Center in Demak Regency

Background: Impact of Covid-19 pandemic have reduced visiting numbers into Health Centre in Demak Regency from 141.2% (2020) to 69.5% (2021). The social restriction policy required PHC to provide physical facilities and service mechanisms with certain limitations that affected satisfaction. The reluctance to visit because physical environment and infrastructure were considered unsatisfactory. The study aims to analyze effect of physical environment and tangibles dimensions of services on revisiting intention into PHC.

Method: It's quantitative research with cross-sectional design. Target population were all patients who visiting PHC and affordable population were patients who visit into PHC of Dempet and Karangawen-I. Total sample 332 people were selected using purposive sampling technique. Independent variables on tangibles dimension were: services flow, personnel and waiting time, as well as dimensions of physical environment were: building conditions, room conditions, and transportation facilities. Dependent variable was revisiting intention into PHC. Bivariate analysis with Chi-Square test and multivariate with multiple logistic regression.

Result: As many as 57.5% of respondents intend revisiting into PHC. Respondents proportion who stated that physical environment and tangibles dimensions were not good were in range of 44.6%-49.4%. Variables of building condition, rooms condition, transportation facilities, services flow and personnel were partially related to revisiting intention into PHC (p <0.05). Variables of building condition, transportation facilities and personnel simultaneously affected revisiting intention.

Conclusion:. Physical environmental factors and tangible dimensions partially or simultaneously affected revisiting intention into PHC. Gradually, PHC need improving environments cleanliness and comfort (building, rooms, including parking areas), improving sanitation and maintenance physical infrastructure as well as health workers performance in providing services.

Note: This article has supplementary file(s).

Fulltext View|Download |  Turnitin
Turnitin
Subject
Type Turnitin
  Download (2MB)    Indexing metadata
 CTA
Copyright Transfer Agreement
Subject
Type CTA
  Download (267KB)    Indexing metadata
 ES
Etichal Statement
Subject
Type ES
  Download (276KB)    Indexing metadata
Keywords: Lingkungan Fisik; Dimensi tangibles; Niat kunjungan ulang; Puskesmas

Article Metrics:

  1. Kementerian Kesehatan RI. Peraturan Menteri Kesehatan Tentang Puskesmas. No. 75 Tahun 2014 Indonesia: BN.2014/No.1676, hukor.kemkes.go.id : 24 hlm.; 2014 p. 1–24
  2. Habibi AH, Hakim FH, Azizi FS. Hubungan Mutu Pelayanan Keperawatan dengan Minat Kunjungan Ulang Rawat Jalan di RSIA PKU Muhammadiyah Cipondoh. J JKFT Univ Muhamadiyah Tangerang. 2020 Jan;4(2):11–21
  3. Pangoempia SJ, Korompis GE, Rumayar AA. Analisis Pengaruh Pandemi Covid-19 Terhadap Pelayanan Kesehatan di Puskesmas Ranotana Weru dan Puskesmas Teling Atas Kota Manado. Kesmas. 2021;10(1):40–9
  4. Ulumiyah NH. Meningkatkan Mutu Pelayanan Kesehatan Dengan Penerapan Upaya Keselamatan Pasien Di Puskesmas. J Adm Kesehat Indones [Internet]. 2018;6(2):149. Available from: https://www.e-journal.unair.ac.id/JAKI/article/view/8294/6418.
  5. Ulrich B, Kear T. Patient Safety and Patient Safety Culture: Foundations of Excellent Health Care Delivery. Nephrol Nurs J [Internet]. 2014;41(5):447–57. Available from: https://www.annanurse.org/download/reference/journal/patientSafety1.pdf
  6. Toliaso CS, Mandagi CK, Kolibu FK. Hubungan Mutu Pelayanan Kesehatan dengan Kepuasan Pasien di Puskesmas Bahu Kota Manado. J KESMAS Univ Sam Ratulangi [Internet]. 2018;7(4):1–10. Available from: https://ejournal.unsrat.ac.id/index.php/kesmas/article/view/23156/22851
  7. Astuti D. Persepsi Pasien Tentang Mutu Pelayanan dengan Tingkat Kepuasan Pasien Rawat Inap Puskesmas. Higeia J Public Heal Res Dev [Internet]. 2017;1(1):51–7. Available from: https://journal.unnes.ac.id/sju/index.php/higeia/article/view/16038/8447
  8. Andriani A-. Hubungan Mutu Pelayanan Kesehatan dengan Kepuasan Pasien Di Ruangan Poli Umum Puskesmas Bukittinggi. J Endur [Internet]. 2017;2(1):45–52. Available from: http://103.111.125.15/index.php/endurance/article/view/461/451.
  9. Amin SHM, Wahid SDM, Ismail M. Observing the Natural Dimension of Hospital Servicescape on Patient Satisfaction. Procedia Econ Financ [Internet]. 2016;37(16):58–64. Available from: https://www.sciencedirect.com/science/article/pii/S2212567116300934.
  10. Rakhman F, Fitriani AD, Jamaluddin J. Pengaruh Lingkungan Fisik Ruang Rawat Inap Kelas III Terhadap Kepuasan Pasien di RSUD TGK CHIK DI TIRO Sigli. J Kesehat Kusuma Husada [Internet]. 2022;13(1):93–100. Available from: http://jurnal.ukh.ac.id/index.php/JK/article/view/801/492.
  11. Sulistiawati M, Zulkarnaini Z, Zahtamal Z. Pengaruh Kondisi Kesehatan Lingkungan Terhadap Kepuasan dan Jumlah Kunjungan Pasien di Puskesmas Kota Pekanbaru. Din Lingkung Indones [Internet]. 2018;5(1):57–62. Available from: https://dli.ejournal.unri.ac.id/index.php/DL/article/view/5520.
  12. Upadhyai R, Jain AK, Roy H, Pant V. A Review of Healthcare Service Quality Dimensions and Their Measurement. J Health Manag [Internet]. 2019;21(1):102–27. Available from: https://www.researchgate.net/publication/331572243_A_Review_of_Healthcare_Service_Quality_Dimensions_and_their_Measurement.
  13. Kusumastuti MS, Sriatmi A, Jati SP. Analisis Hubungan Persepsi Mutu Pelayanan Antenatal Terhadap Kepuasan Ibu Hamil di Puskesmas Bangetayu Kota Semarang Tahun 2014. J Kesehat Masy. 2014;2(4):276–82
  14. Sundari MND, Indrayathi PA, Kuswardhani TR. Kualitas Pelayanan Kesehatan di RSUP Sanglah Denpasar dari Perspektif Pelanggan Internal dan Eksternal. Public Heal Prev Med Arch [Internet]. 2014;2(2):142–50. Available from: https://simdos.unud.ac.id/uploads/file_penelitian_1_dir/ac7d6482d3a93092a24d63469d8ba973.pdf
  15. Aliman NK, Mohamad WN. Linking Service Quality, Patients’ Satisfaction and Behavioral Intentions: An Investigation on Private Healthcare in Malaysia. Procedia - Soc Behav Sci [Internet]. 2016;224(August 2015):141–8. Available from: https://www.sciencedirect.com/science/article/pii/S1877042816305031.
  16. Purcărea VL, Gheorghe IR, Petrescu CM. The Assessment of Perceived Service Quality of Public Health Care Services in Romania Using the SERVQUAL Scale. Procedia Econ Financ. 2013;6(13):573–85. https://doi.org/10.1016/S2212-5671(13)00175-5
  17. World Health Organization. Water, Sanitation and Hygiene in Health Care Facilities: Status in Low-and Middle-Income Countries and Way Forward [Internet]. WHO and UNICEF. 2015. 38 p. Available from: https://apps.who.int/iris/bitstream/handle/10665/154588/?sequence=1
  18. Ngambut K, Takesan I. Meningkatkan Mutu Layanan Kesehatan Puskesmas melalui Penyediaan Air, Sanitasi, dan Kebersihan yang Berkelanjutan. J Pengabdi Pada Masy [Internet]. 2021;6(4):995–1004. Available from: http://ppm.ejournal.id/index.php/pengabdian/article/view/808%0Ahttps://ppm.ejournal.id/index.php/pengabdian/article/download/808/578
  19. Rubandiyah HI. Faktor Kinerja Puskesmas di Kota Semarang. HIGEIA J Public Heal Res Dev [Internet]. 2019;3(1):87–98. Available from: http://journal.unnes.ac.id/sju/index.php/higeia
  20. Guo A, Bowling JM, Bartram J, Kayser G. Water, sanitation, and hygiene in rural health-care facilities: a cross-sectional study in Ethiopia, Kenya, Mozambique, Rwanda, Uganda, and Zambia. Am J Trop Med Hyg. 2017;97(4):1033–42. https://doi.org/10.4269/ajtmh.17-0208
  21. Munfiah S, Nurjazuli, Setiani O. Kualitas Fisik dan Kimia Air Sumur Gali dan Sumur Bor di Wilayah Kerja Puskesmas Guntur II Kabupaten Demak. J Kesehat Lingkung Indones [Internet]. 2013;12(2):154–9. Available from: https://ejournal.undip.ac.id/index.php/jkli/article/view/8553
  22. Indrayathi PA, Listyowati R, Nopiyani NMS, Ulandari LPS. Mutu Pelayanan Puskesmas Perawatan yang Berstatus Badan Layanan Umum Daerah. Kesmas J Kesehat Masy Nas [Internet]. 2014;9(2):164. Available from: http://jurnalkesmas.ui.ac.id/index.php/kesmas/article/view/519.
  23. Riyanto A. Penerapan Analisis Multivariat dalam Penelitian Kesehatan. Cet 1. Yogyakarta: Penerbit Nuha Medika; 2012. 1–176 p
  24. Budiarta PRG, Mandagi CKF, Tucunan AAT. Hubungan Perilaku Tenaga Kesehatan dengan Kualitas Pelayanan Kesehatan di Puskesmas Mopuya Kecamatan Dumoga Utara Kabupaten Bolaang Mongondow. Pharmacon, J Ilm Farm [Internet]. 2016;5(1):303–8. Available from: https://ejournal.unsrat.ac.id/index.php/pharmacon/article/view/11320/10909
  25. Yupartini L, Rustiawati E, Sulastri T. Stres Kerja dengan Perilaku Caring Petugas Kesehatan dalam Penanganan Pasien pada Masa Pandemi Covid-19. J Keperawatan Silampari [Internet]. 2021;4(2):683–9. Available from: https://journal.ipm2kpe.or.id/index.php/JKS/article/view/1946.
  26. Purwaningsih CII, Darma GS. Menelisik Stres Kerja Tenaga Kesehatan Dimasa Pandemi Covid-19 di Rumah Sakit. J Manaj Bisnis [Internet]. 2021;18(3):361–81. Available from: http://journal.undiknas.ac.id/index.php/magister-manajemen/article/view/3179.
  27. Firmansyah MA, Fatihudin D. Pemasaran Jasa: Strategi, Mengukur Kepuasan dan Loyalitas Pelanggan [Internet]. Yogyakarta: Deepublish Publisher; 2019. 1–274 p. Available from: https://www.researchgate.net/profile/Muhammad-Firmansyah-4/publication/331546499_PEMASARAN_JASA/links/5c7f8f6492851c695059230d/PEMASARAN-JASA.pdf
  28. Akbar H, Amir H, Ningsih SR, Astuti W. Hubungan Mutu Pelayanan Petugas Kesehatan Terhadap Minat Kunjungan Ulang Pasien Rawat Jalan di Puskesmas X. Pena Med J Kesehat. 2020;10(2):8. https://doi.org/10.31941/pmjk.v10i2.1247
  29. Suryawati C, Nandini N, Handayani N. Kepuasan Pasien Terhadap Layanan Puskesmas BLUD di Kota Semarang. J Manaj Kesehat Indones [Internet]. 2019;7(1):39–45. Available from: https://ejournal.undip.ac.id/index.php/jmki/article/view/22522/15058.
  30. Zhou WJ, Wan QQ, Liu CY, Feng XL, Shang SM. Determinants of patient loyalty to healthcare providers: An integrative review. Int J Qual Heal Care [Internet]. 2017;29(4):442–9. Available from: https://academic.oup.com/intqhc/article/29/4/442/3852065?login=true.
  31. Rasnidiati KAP, Subawa NS. Persepsi Pasien Terhadap Kualitas Pelayanan Rawat Jalan Pada Puskesmas di Kabupaten Buleleng. J Imiah Manaj Publik dan Kebijak Sos. 2020;4(1):1–18. https://doi.org/10.25139/jmnegara.v4i1.2031
  32. Bouzid M, Cumming O, Hunter PR. What is the impact of water sanitation and hygiene in healthcare facilities on care seeking behaviour and patient satisfaction? A systematic review of the evidence from low-income and middleincome countries. BMJ Glob Heal. 2018;3(3):1–14. https://doi.org/10.1136/bmjgh-2017-000648
  33. Bregida N, Anwary AZ, Anggraeni S. Faktor-faktor yang Berhubungan dengan Minat Kunjungan Ulang Masyarakat di Puskesmas Sapala Kabupaten Hulu Sungai Utara. Media Publ Promosi Kesehat Indones [Internet]. 2021;4(4):456–63. Available from: https://www.jurnal.unismuhpalu.ac.id/index.php/MPPKI/article/view/1864/1661
  34. Suharmiati, Handayani L, Kristiana L. Faktor-faktor yang Memengaruhi Keterjangkauan Pelayanan Kesehatan di Puskesmas Daerah Terpencil Perbatasan di Kabupaten Sambas (Studi Kasus di Puskesmas Sajingan Besar). Bul Penelit Sist Kesehat [Internet]. 2012;15(3):223–31. Available from: https://www.neliti.com/publications/21346/faktor-faktor-yang-memengaruhi-keterjangkauan-pelayanan-kesehatan-di-puskesmas-d
  35. Megatsari H, Laksono AD, Ridlo IA, Yoto M, Azizah AN. Perspektif Masyarakat Tentang Akses Pelayanan Kesehatan. Bul Penelit Sist Kesehat [Internet]. 2019;21(4):247–53. Available from: http://ejournal2.litbang.kemkes.go.id/index.php/hsr/article/view/231.
  36. Kuntoro W, Istiono W. Kepuasan Pasien Terhadap Kualitas Pelayanan di Tempat Pendaftaran Pasien Rawat Jalan Puskesmas Kretek Bantul Yogyakarta. J Kesehat Vokasional [Internet]. 2017;2(1):140–8. Available from: https://jurnal.ugm.ac.id/jkesvo/article/view/30327/18310.

Last update:

No citation recorded.

Last update: 2024-02-27 18:27:18

No citation recorded.