ANALISIS KEPUASAN MASYARAKAT TERHADAP PELAYANAN PUBLIK DI PUSKESMAS PUNUNG KABUPATEN PACITAN

• Main Authors: , ZULLY TURSITA ANDRIYANI, , Prof. Dr. Warsito Utomo.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2014
• Subjects: ETD
• 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
• Institution: Universitas Gadjah Mada

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.