Update Artikelilmiah: 30805

DEVI DWI INDRATI

NIM

Judul Artikel

Abstrak (Bhs. Indonesia)

Latar Belakang: Rendahnya jumlah peserta KB aktif di Puskesmas dapat dipengaruhi 
oleh kualitas pelayanan yang diberikan. Kualitas pelayanan berpengaruh positif dan 
signifikan terhadap kepuasan dan loyalitas pasien. Kualitas pelayanan akan 
meningkatkan peserta KB baru dan memantapkan pemakaian kontrasepsi. Penelitian 
ini bertujuan untuk menganalisis kualitas pelayanan KB pada akseptor KB hormonal 
di Puskesmas Purwokerto Barat Kabupaten Banyumas.
Metode: Penelitian ini menggunakan metode penelitian deskriptif kualitatif dengan 
pendekatan fenomenologi. Informan utama dalam penelitian ini adalah 7 akseptor KB 
hormonal di Puskesmas. Informan pendukung adalah Kepala Puskesmas dan 2 petugas 
KB di Puskesmas. Data penelitian didapat melalui wawancara mendalam, telaah 
dokumen dan observasi. Teknik analisis data yang digunakan adalah content analysis 
dengan pendekatan thematic network.
Hasil Penelitian: Dimensi reliabilitas diketahui jenis KB menentukan lama pelayanan, 
waktu tunggu lebih dari satu jam dan dibutuhkan keterbukaan pasien. Daya tanggap 
diketahui membutuhkan peran konsultasi dan pelayanan tidak terjadwal didasarkan 
pada kesiapan alat serta tingkat kegawatan. Jaminan diketahui petugas memiliki 
kompetensi yang memadai dan pelayanan sesuai SOP namun pasien merasa ada 
petugas yang kurang ramah. Empati diketahui petugas mampu menempatkan diri pada 
pasien namun informasi yang diberikan petugas masih kurang dapat dipahami. Bukti 
fisik atau bukti langsung diketahui penampilan petugas sesuai protokol kesehatan dan 
fasilitas yang tersedia mencukupi serta layak pakai.
Kesimpulan: Kualitas pelayanan dilihat dari dimensi reliabilitas (waktu tunggu, jenis 
KB dan keterbukaan pasien), dimensi daya tanggap (peran konsultasi dan kesiapan 
melayani kegawatan pasien), dimensi jaminan (kompetensi, keamanan operasi dan 
keramahan terhadap pasien), dimensi empati (kemampuan petugas menempatkan diri 
dan memahami pasien), dan dimensi bukti fisik atau bukti langsung (penampilan 
petugas dan kelengkapan fasilitas).
Kata kunci: Keluarga Berencana, Kualitas, Pelayanan

Abtrak (Bhs. Inggris)

Background: The low number of active family planning participants at the public 
health center can be affected by the quality of services provided. Service quality has a 
positive and significant effect on patient satisfaction and loyalty. Quality of service will 
increase new family planning participants and strengthen contraceptive use. This study 
aims to analyze the quality of family planning services for hormonal family planning 
acceptors at West Purwokerto Public Health Center Banyumas Regency.
Methods: This study used a qualitative descriptive research method with a 
phenomenological approach. The main informants in this study were 7 acceptors of 
hormonal family planning at West Purwokerto Public Health Center. Supporting 
informants were the Head of the Public Health Center and 2 family planning officers 
at the Public Health Center. The research data were obtained through in-depth 
interviews, document review and observation. The data analysis technique used is 
content analysis with a thematic network approach.
Results: The dimension of reliability is known that the type of family planning method 
determines the length of service, the waiting time is more than one hour and requires 
patient openness. Responsiveness is known to require a consulting role and 
unscheduled services based on equipment readiness and level of emergency. Assurance 
is known that the staff have adequate competence and the service is in accordance with 
the SOP, but patients feel that there are staffs who are less friendly. Empathy is known 
that staffs are able to position themselves, but the information provided by staffs is still 
not understandable. Tangible is known that the appearance of the staff is in accordance 
with the health protocol and the available facilities are sufficient and suitable for use.
Conclusion: Service quality is seen from the reliability dimensions (waiting time, type 
of family planning method and patient openness), responsiveness dimensions (the role 
of consultation and readiness to serve the patient's emergency), assurance dimensions 
(competence, operation safety and friendliness to patients), empathy dimensions (the 
ability of officers to position themselves and understanding the patient), and the 
tangible dimensions (appearance of staff and completeness of facilities).
Keywords: Family Planning, Quality, Services

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