ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK DI PUSKESMAS PUNUNG KABUPATEN PACITAN
The management of health sector is laid on the local government, one of which is the presence of community health centers serving as the main providers of health service in order to improve the health status of the community. Community health center of Punung functions to provide health care service...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2014
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/134313/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=75398 |
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| Summary: | The management of health sector is laid on the local government, one of
which is the presence of community health centers serving as the main providers
of health service in order to improve the health status of the community.
Community health center of Punung functions to provide health care services with
emphasize on the customers� satisfaction. The problem emerges when the
performance of community health center is called into questioned, proven by a
large amount of complaints and criticism from the community.
The objective of the research was to determine and analyze the
performance of community health center of Punung in providing satisfaction to
the community as there were satisfactory and unsatisfactory service indicators.
This research used a mix of quantitative and qualitative approaches. The
quantitative approach was conducted by filling out the questionnaires to calculate
the HPI (Customer Satisfaction Index) by employing the formula of the weighted
average value of each element of the service. Meanwhile qualitative approach was
conducted by interviews to obtain a social phenomenon affecting the satisfaction
element of the community.
The result of the research shows that on the whole, out of HPI computation
with 14 service indicators, the service performance of community health center of
Punung is in good or excellent condition with HPI value of 74.25 and the service
quality is grade B. More specifically, the indicator with the highest satisfaction is
the service security, and the lowest indicator as well as one with less satisfaction
is the speed of service and the assurance of service schedule. The dissatisfaction is
resulted from the doctor who also served as the head of community health center
always arrives late as he takes care of personal patient first, in addition to the
absence of personnel disciplinary supervision from Health Agency, the absence of
strict sanctions to violations committed and cooperation with medical specialists.
The recommendation efforts to improve the performance of community
health center of Punung are the rhythm harmonization in accordance with standard
operating procedure both for administrative and medical personnel, the
improvement of intellectual abilities of the officers through trainings or formal
education, the addition of the personnel, especially in the pharmaceutical field, the
enforcement of strict punishment by creating guidelines for disciplinary sanctions
by default, the application of information technology with finger print, thus the
personnel presence cannot be manipulated, the improvement of control and
monitoring from health agency in relation to the service process, and good
coordination with other parties, such as specialists before the information is
presented to the community. |
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