SURVEI KEPUASAN IBU BERSALIN TERHADAP PELAYANAN PERSALINAN DI PUSKESMAS OEMASI KABUPATEN KUPANG NUSA TENGGARA TIMUR

KILLA, CICILIA ELINDA (2026) SURVEI KEPUASAN IBU BERSALIN TERHADAP PELAYANAN PERSALINAN DI PUSKESMAS OEMASI KABUPATEN KUPANG NUSA TENGGARA TIMUR. Diploma thesis, Poltekkes Kemenkes Denpasar Jurusan Kebidanan 2026.

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Abstract

ABSTRAK Kepuasan ibu bersalin merupakan salah satu indikator esensial dalam mengevaluasi mutu pelayanan persalinan. Penelitian ini bertujuan untuk menganalisis tingkat kepuasan ibu bersalin terhadap pelayanan persalinan di Puskesmas Oemasi, Kabupaten Kupang, berdasarkan lima dimensi kualitas pelayanan (SERVQUAL), yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Jenis penelitian yang digunakan adalah kuantitatif dengan desain cross-sectional. Pemilihan sampel dilakukan melalui teknik consecutive sampling sehingga diperoleh sebanyak 30 responden ibu bersalin. Data primer dikumpulkan menggunakan instrumen kuesioner berskala Likert dan dianalisis secara deskriptif. Hasil penelitian menunjukkan bahwa seluruh dimensi pelayanan yang diuji masuk dalam kategori puas. Dimensi reliability memperoleh skor rata-rata tertinggi sebesar 3,10, diikuti oleh tangibles (3,07), assurance (3,03), responsiveness (3,00), dan empathy dengan skor terendah sebesar 2,97. Meskipun secara umum prosedur pelayanan dinilai telah memadai dan memenuhi harapan pasien, aspek perhatian personal serta komunikasi interpersonal masih memerlukan optimalisasi. Oleh karena itu, manajemen Puskesmas Oemasi disarankan untuk melakukan peningkatan kualitas pelayanan secara berkelanjutan, khususnya pada penguatan aspek empati dan komunikasi petugas, guna mewujudkan pelayanan persalinan yang lebih berorientasi pada pasien. Kata Kunci: Kepuasan Ibu Bersalin, Kualitas Pelayanan, Pelayanan Persalinan, SERVQUAL, Puskesmas Oemasi. ABSTRACT Maternal satisfaction during childbirth is an essential indicator for evaluating the quality of delivery services. This study aims to analyze the satisfaction level of postpartum mothers regarding delivery services at the Oemasi Public Health Center (Puskesmas Oemasi), Kupang Regency, based on the five dimensions of service quality (SERVQUAL): tangibles, reliability, responsiveness, assurance, and empathy. This quantitative study utilized a cross-sectional design. Samples were selected using a consecutive sampling technique, obtaining a total of 30 postpartum respondents. Primary data were collected through a Likert-scale questionnaire instrument and analyzed descriptively. The results demonstrated that all examined service dimensions fell into the "satisfied" category. The reliability dimension achieved the highest average score of 3.10, followed by tangibles (3.07), assurance (3.03), responsiveness (3.00), and empathy, which received the lowest score of 2.97. Although service procedures were generally perceived as adequate and met patient expectations, the aspects of personal attention and interpersonal communication still require optimization. Therefore, the management of Puskesmas Oemasi is advised to continuously improve service quality, particularly by strengthening staff empathy and communication, to achieve more patient-centered delivery service. Keywords: Maternal Satisfaction, Service Quality, Delivery Services, SERVQUAL, Puskesmas Oemasi.

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