Faktor Lingkungan Fisik dan Dimensi Tangibles Pelayanan Terhadap Niat Kunjungan Ulang ke Puskesmas di Kabupaten Demak

Abstract

Latar belakang: Dampak pandemi Covid-19 menurunkan jumlah kunjungan ke Puskesmas di Kabupaten Demak dari 141,2% (2020) menjadi 69,5% (2021). Kebijakan pembatasan sosial menuntut Puskesmas menyediakan sarana fisik dan mekanisme layanan dengan batasan-batasan tertentu yang mempengaruhi kepuasan. Keengganan berkunjung juga dikarenakan lingkungan fisik dan sarana prasarana dianggap kurang memuaskan. Penelitian ini bertujuan menganalisis pengaruh faktor lingkungan fisik dan dimensi tangibles pelayanan terhadap niat berkunjung ulang ke Puskesmas.Metode: Penelitian kuantitatif dengan desain cross-sectional. Populasi targetnya semua pasien yang berkunjung ke Puskesmas. Populasi terjangkau yaitu pasien yang berkunjung ke Puskesmas Dempet dan Karangawen-I. Total sampel 332 orang yang dipilih menggunakan teknik purposive sampling. Variabel bebas pada faktor lingkungan fisik: kondisi gedung dan bangunan, kondisi ruangan, sarana transportasi, sedangkan dimensi tangibles: alur pelayanan, ketenagaan, waktu tunggu. Variabel terikatnya niat kunjungan ulang ke Puskesmas. Analisis bivariat dengan uji Chi-Square. Selanjutnya, analisis multivariat dengan regresi logistik bergandaHasil: Sebanyak 57,5% responden berniat berkunjung ulang ke Puskesmas. Proporsi responden yang menyatakan lingkungan fisik dan dimensi tangibles kurang baik berada pada kisaran 44,6%-49,4%. Variabel kondisi gedung dan bangunan, kondisi ruangan, sarana transportasi, alur pelayanan, dan ketenagaan secara parsial berhubungan dengan niat kunjungan ulang (p<0,05). Variabel kondisi gedung dan bangunan, sarana transportasi dan ketenagaan secara simultan mempengaruhi niat berkunjung ulang.    Simpulan: Faktor lingkungan fisik dan dimensi tangibles secara parsial maupun simultan mempengaruhi niat berkunjung ulang ke Puskesmas. Secara bertahap Puskesmas perlu meningkatkan kebersihan dan kenyamanan lingkungan (gedung, bangunan, ruangan, termasuk area parkir), memperbaiki sanitasi dan prasarana fisik, serta performansi petugas dalam memberikan pelayanan. ABSTRACT Title: Physical Environmental Factors and Tangible Dimension of Services on Revisiting Intention into Health Center in Demak RegencyBackground: Impact of Covid-19 pandemic have reduced visiting numbers into Health Centre in Demak Regency from 141.2% (2020) to 69.5% (2021). The social restriction policy required PHC to provide physical facilities and service mechanisms with certain limitations that affected satisfaction. The reluctance to visit because physical environment and infrastructure were considered unsatisfactory. The study aims to analyze effect of physical environment and tangibles dimensions of services on revisiting intention into PHC.Method: It's quantitative research with cross-sectional design. Target population were all patients who visiting PHC and affordable population were patients who visit into PHC of Dempet and Karangawen-I. Total sample 332 people were selected using purposive sampling technique. Independent variables on tangibles dimension were: services flow, personnel and waiting time, as well as dimensions of physical environment were: building conditions, room conditions, and transportation facilities. Dependent variable was revisiting intention into PHC. Bivariate analysis with Chi-Square test and multivariate with multiple logistic regression.Result: As many as 57.5% of respondents intend revisiting into PHC. Respondents proportion who stated that physical environment and tangibles dimensions were not good were in range of 44.6%-49.4%. Variables of building condition, rooms condition, transportation facilities, services flow and personnel were partially related to revisiting intention into PHC (p <0.05). Variables of building condition, transportation facilities and personnel simultaneously affected revisiting intention.Conclusion:. Physical environmental factors and tangible dimensions partially or simultaneously affected revisiting intention into PHC. Gradually, PHC need improving environments cleanliness and comfort (building, rooms, including parking areas), improving sanitation and maintenance physical infrastructure as well as health workers performance in providing services.