Bayu Kumoro Jati 16591/PS/IKM/05 MASTER DEGREE PROGRAM ...

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of the mean score obtained that GAKIN patients have a higher perception
value of the service quality compared to the status of the other patients in
all dimensions of SERVQUAL that is 112.74.
DISCUSSION
1. Characteristics of Respondents
Respondents in this study consisted of patients or families of
patients who were treated in Emergency Unit of Budhi Asih Regional
General Hospital. Emergency Nurses Association (2005) stated that the
main customers of the Emergency Unit in a hospital are the patients and
their family. The largest number of respondents in this study is come from
the status of GAKIN patients (58.8%). This is due to Budhi Asih Hospital is
a referral center for East Jakarta GAKIN. Since the beginning of the
hospital founding, ranging from "Taman Harapan", the Polyclinic of
Unemployment Home which has the mission of providing social services in
the areas of health care for displaced (poor) patients, especially for the
homeless drifter and panhandler (GEPENG) until it is formalized and
administered by health department of DKI Jakarta, Budhi Asih Hospital
serves patients with GAKIN status. And this is has long been known to the
surrounding community.
2. Patient's Perceptions on Service Quality
The average of patient's perception on the service quality in all four
groups of patients namely patients of ASKES, DINSOS, GAKIN, and
general patients are 4.94 in the Likert scale. This score is between rather
agree and agree. This may imply that the service provided by the Budhi
Asih General Hospital is good enough according to the patient's
perception that is 82.33%. This may be caused by management that
responds to increase quality of hospital services. Budhi Asih Hospital
evaluates the quality of health care through patient questionnaires and
morning report that is held every day.