Pengukuran Indeks Kepuasan Masyarakat (IKM) Pelayanan Kesehatan di Puskesmas Kabupaten Hulu Sungai Utara

Dedie Fahamsyah

= http://dx.doi.org/10.20473/jaki.v6i2.2018.189-196
Abstract views = 778 times | views = 1032 times

Abstract


Background: To know people's judgment of the services provided by Hulu Sungai Utara public health center (puskesmas) to the public, there should be a measure of the level of people’s satisfaction with health services.
Aims: The purpose of this study was to measure the peoples’s satisfaction based on Permenpan RB number 16 in 2014 and measure peoples’s satisfaction based on the Customer Satisfaction Index (CSIndex).
Method: This study was observational. There were 13 health centers in Hulu Sungai Utara analyzed. The sample was 450 people who used health services in Hulu Sungai Utara public health centers.
Results: The first analysis used the data by Permenpan RB No. 16 of 2014, and the second used the Customer Satisfaction Index (CSIndex). The results of this research based Permenpan number 16 of 2014 found all public health centers in Hulu Sungai Utara had a value of community satisfaction index in either category. By using
CSIndex, it was found that the entire public health centers had a high satisfaction.
Conclusions: It can be concluded that the value of Community Satisfaction Index in all public health centres was rather satisfied. Some reconstruction for supporting facilities, such as clean toilet, comfortable and clean waiting room, service information, service flow, management improvement, and product marketing should be done.

Keywords: CSIndeks, Community Satisfaction Index, Permenpan, Health Center


Full Text:

PDF

References


Arikunto, S. (2010) Prosedur Penelitian: Suatu Pendekatan Praktik. Jakarta: Rineka Cipta.

Fornell, C. (1992) ‘A National Customer Satisfaction Barometer: Teh Swedish Experience’, Journal of Marketing, 56(1), pp. 6–21. Available at: https://www.jstor.org/stable/pdf/1252129.pdf.

Kementerian Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia (2014) Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 16 Tahun 2014 Tentang Pedoman Survei Kepuasan Masyarakat Terhadap Penyelenggaraan Pelayanan Publik. Indonesia.

Kotler, P. (1994) Manajemen Pemasaran: Analisis, Perencanaan dan Pengendalian. 5th edn. Edited by C. Hasibuan. Jakarta: Erlangga.

Kotler, P. (1997) Manajemen Pemasaran: Analisis, Perencanaan, Implementasi dan Kontrol. 2nd edn. Jakarta: Prenhalindo.

Kotler, P. (2000) Manajemen Pemasaran. 1st & 2nd edn. Jakarta: Prenhalindo.

Menteri Pendayagunaan Aparatur Negara (2004) Keputusan Menteri Pendayagunaan Aparatur Negara Nomor : Kep/25/M.Pan/2/2004 Tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah. Indonesia.

Supriyanto, S. (2010) Pemasaran Industri Jasa Kesehatan. Edited by O. HS. Yogyakarta: Andi.

Supranto, J. (2001) Pengukuran Tingkat Kepuasan Pelanggan untuk Menaikkan Pangsa Pasar. Jakarta: Rineka Cipta.

Türkyılmaz, A. and Özkan, C. (2007) ‘Development of a customer satisfaction index model’, Industrial Management & Data Systems, 107(5), pp. 672–687. doi: 10.1108/02635570710750426.

Valarie A. Zeithaml, L. L. B. and A. P. (1996) ‘Teh Behavioral Consequences of Service Quality’, Journal of Marketing, 60(2), pp. 31–46.

Wijono, D. (2000) Manajemen Mutu Pelayanan Kesehatan. 1st & 2nd edn. Surabaya: Airlangga University Press.


Refbacks

  • There are currently no refbacks.




Web
Analytics

Views JAKI Stats

 

This journal is indexed by:

   

     

And many more...

We follow the ICMJE recommendations and Listed on 

 

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.