Persepsi Masyarakat Terhadap Kualitas Pelayanan Kesehatan pada Masa Pandemi COVID-19 di Kota Binjai

Abstract

Good service quality arises when the patient's expectations for service are met. WHO states that COVID-19 is a public health emergency of international concern, which raises public concerns about access to health facility services. The purpose of this study was to determine the perception of the people of Binjai City regarding the quality of health services during the COVID-19 pandemic. This type of research was quantitative, using a cross sectional design. The sample size was 50 respondents, selected using simple random sampling. The research instrument was questionnaire. Data were analyzed using Chi-square test. The results showed that there was a relationship between age and public perceptions of the quality of health services in Binjai City during the COVID-19 pandemic (p-value= 0.048); there was no relationship between the level of education and public perceptions of the quality of health services in Binjai City during the COVID-19 pandemic (p-value = 0.714), and there was no relationship between gender and public perceptions of the quality of health services in Binjai City during the COVID-19 pandemic (p-value = 0.085). Keywords: quality of health services; COVID-19; perception ABSTRAK Kualitas pelayanan yang baik timbul apabila harapan pasien akan pelayanan terpenuhi.WHO menyatakan COVID-19 merupakan masalah kesehatan masyarakat secara internasional sehingga menimbulkan kekhawatiran masyarakat terhadap akses atas layanan fasilitas kesehatan. Tujuan penelitian ini untuk mengetahui presepsi masyarakat Kota Binjai mengenai kualitas pelayanan kesehatan pada masa pandemi COVID-19. Jenis penelitian ini adalah kuantitatif dengan desain cross-sectional. Besar sampel sebanyak 50 responden yang dipilih secara simple random sampling. Instrumen penelitian adalah kuesioner. Data dianalisis menggunakan uji Chi-square. Hasil uji statistik menunjukkan ada hubungan antara umur dengan persepsi masyarakat terhadap kualitas pelayanan kesehatan di Kota Binjai masa pandemi COVID-19 (p-value = 0,048); tidak ada hubungan antara antara tingkat pendidikan dengan persepsi masyarakat terhadap kualitas pelayanan kesehatan di Kota Binjai masa pandemi COVID-19 (p-value = 0,714), dan tidak ada hubungan antara jenis kelamin dengan persepsi masyarakat terhadap kualitas pelayanan kesehatan di Kota Binjai masa pandemi COVID-19 (p-value = 0,085). Kata kunci: kualitas pelayanan kesehatan; COVID-19; persepsi