ANALISIS FAKTOR YANG MEMPENGARUHI KUALITAS PELAYANAN DI INSTALASI GAWAT DARURAT DI PUSKESMAS BALOI PERMAI BATAM TAHUN 2024

Abstract

Community Health Center is a functional implementation unit that functions as a center for health development, a center for fostering community participation in the health sector as well as a first-level health service center that carries out its activities in a comprehensive, integrated and sustainable manner for a community residing in a certain area. The Emergency Department (IGD) is one of the service units in a hospital that provides first aid and is the first route for admission to patients with emergency conditions. Quality Service quality is a very important factor, especially for companies operating in the service sector. Application of quality Service quality as a characteristic of product appearance or performance is part of the company's strategy in order to achieve sustainable excellence, both as a market leader and as a strategy to continue to grow.This research uses quantitative methods with a cross section approach. The total sample was 96 patients who came to the emergency room at the Baloi PermaiBatam Health Center. The sampling technique in this research was a purposive sampling method using a questionnaire that had been tested for validity and reliability. The data obtained was then subjected to univariate, bivariate and multivariate analysis.Environmental comfort in the emergency room at Baloi PermaiBatam Health Center in 2024 is included in the uncomfortable category, namely 65.6 (p value = 0.000)%, service procedures are included in the easy category, namely 62.5% (p value = 0.000), response time is included in the category fast 63.5% (p value = 0.000), the skills of health workers are in the inadequate category, namely 66.7% (p value = 0.000), and the quality of emergency services at the Baloi PermaiBatam Health Center in 2024 is included in the not good category, namely 67. 7% of respondents.There is a significant relationship between environmental comfort, service procedures, response time, and skills of health workers with the quality of ER services at Baloi PermaiBatam Health Center in 2024. Environmental comfort is the factor that most influences the quality of Baloi PermaiBatam Health Center ER services in 2024