Nurliati Nurliati
Sekolah Tinggi Ilmu Kesehatan Darmo

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Analysis of Healthcare Service Quality Based on Patient Satisfaction at Ghaniya Clinic, Medan Nurliati Nurliati; Reny Juliana Sihombing
Journal of Innovative and Creativity Vol. 6 No. 1 (2026)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

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Background: Healthcare service quality is a critical determinant of patient satisfaction and clinic performance, particularly in primary healthcare settings in developing countries. Patient satisfaction serves as a key indicator to assess whether healthcare providers meet patients' expectations and needs. Objective: This study aims to analyze the quality of healthcare services based on patient satisfaction at Ghaniya Clinic, Medan, North Sumatra, Indonesia, using the SERVQUAL model encompassing five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. Methods: A descriptive-analytical cross-sectional study was conducted from September to December 2025. A total of 150 outpatients were recruited using purposive sampling. Data were collected using a validated structured questionnaire based on the SERVQUAL instrument. Descriptive statistics, Customer Satisfaction Index (CSI), and Importance-Performance Analysis (IPA) were employed. Results: The overall patient satisfaction rate was 72.7%. Empathy scored the highest mean satisfaction (3.82 ± 0.51), while tangibility received the lowest score (3.41 ± 0.64). The Customer Satisfaction Index (CSI) was 76.3%, indicating a "Satisfied" category. IPA analysis revealed that responsiveness and physical facilities were the primary priority improvement areas. Conclusion: Healthcare service quality at Ghaniya Clinic is moderately satisfactory. Significant improvements are required in responsiveness and tangibility dimensions to achieve higher patient satisfaction. Systematic management interventions targeting staff responsiveness training and facility upgrading are strongly recommended.
Makna Sosial Budaya Di Balik Praktik Perawatan Anak Dan Pencegahan Stunting Pada Keluarga Balita Di Kelurahan Mangga Kecamatan Medan Tuntungan Nurliati Nurliati; Siska Mariany Ocfica Napitupulu
Journal of Innovative and Creativity (Joecy) Vol. 4 No. 2 (2024)
Publisher : Fakultas Ilmu Pendidikan Universitas Pahlawan Tuanku Tambusai

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Latar Belakang: Stunting merupakan masalah gizi kronis yang masih menjadi beban kesehatan masyarakat di Indonesia, termasuk di Kota Medan, Provinsi Sumatera Utara. Faktor sosial budaya memainkan peran sentral dalam membentuk praktik perawatan anak yang berdampak langsung pada risiko stunting, namun mekanisme konstruksi makna di balik praktik tersebut belum banyak dieksplorasi secara mendalam. Tujuan: Penelitian ini bertujuan untuk mengeksplorasi dan menginterpretasi makna sosial budaya yang melatarbelakangi praktik perawatan anak dan pencegahan stunting pada keluarga balita di Kelurahan Mangga, Kecamatan Medan Tuntungan. Metode: Penelitian menggunakan pendekatan kualitatif fenomenologi dengan metode purposive sampling. Informan berjumlah sepuluh orang, terdiri atas ibu balita, ayah, nenek, bidan, dan tokoh masyarakat. Pengumpulan data dilakukan melalui wawancara mendalam, observasi partisipatif, dan studi dokumentasi. Analisis data mengacu pada model Miles dan Huberman dengan dukungan triangulasi sumber dan triangulasi metode sebagai uji keabsahan data. Hasil: Ditemukan delapan tema utama, yaitu: (1) makna sehat berbasis fungsional; (2) nilai budaya dalam pemberian makan anak; (3) pantangan makanan berdasarkan kepercayaan lokal; (4) dinamika peran ibu, ayah, dan nenek; (5) pengaruh tokoh masyarakat terhadap perilaku keluarga; (6) pola pemanfaatan Posyandu; (7) hambatan keluarga dalam pencegahan stunting; serta (8) strategi ketahanan kesehatan balita. Pantangan makanan hewani dan pemberian makanan pendamping ASI sebelum usia enam bulan menjadi praktik dominan yang dipengaruhi oleh kepercayaan antargenerasi. Kesimpulan: Konstruksi makna sosial budaya secara signifikan membentuk praktik perawatan anak yang berisiko terhadap terjadinya stunting. Intervensi berbasis budaya dengan melibatkan tokoh masyarakat dan tenaga kesehatan diperlukan untuk mengubah perilaku pengasuhan secara berkelanjutan.