TINGKAT KEPUASAN PENGUNJUNG PUSKESMAS DI KOTA YOGYAKARTA

Author:

Sutrischastini Ary,Endranto Agung Jaya

Abstract

Low public service has become a strategic policy issue because it shows organizational performance which is marked by a lot of dissatisfaction with public services. Objective: This study aims to determine how much visitor satisfaction (based on the rating/value) of Puskesmas in Yogyakarta City is and the factors that cause visitors to be satisfied and disappointed. Methods: quantitative descriptive research. The sample is visitors at 18 Puskesmas in Yogyakarta City who gave reviews on Google Maps as many as 1,096 people. Satisfaction is categorized into satisfied and disappointed. Data were analyzed using proportions. The results showed: 29.29% of visitors were disappointed with the services provided by the Puskesmas and 70.71% of visitors were satisfied. Based on the star rating, it is known that 1 star is 15.88%, 2 stars 5.2%, 3 stars 8.21%, 4 stars 20.44%, and 5 stars 50.27%. If you look at the number of stars given, the average value of visitor satisfaction with 18 Puskesmas in Yogyakarta City is 3.87 (out of a maximum value of 5). The satisfaction of Puskesmas visitors is due to the service factor 24.4%, the location 6%, the staff 4.8%, the queue 3.3%, the facilities 2.9% and the children's playground 1.5%. Meanwhile, visitor disappointment was caused by 10.5% service, 5.05% queue and registration, 2.9% staff, 2.3% parking lot, 0.9% waiting room.

Publisher

STIE Widya Wiwaha

Reference21 articles.

1. Acai Sudirman, dkk, (2020), Perilaku Konsumen dan Perkembangannya di Era Digital, Bandung: Widina Bhakti Persada Bandung

2. Andriani, A. (2017). Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien di Ruangan Poli Umum Puskesmas Bukittinggi. Jurnal Endurance: Kajian Ilmiah Problema Kesehatan, 2(1), 45-52.

3. Aryani, D., & Rosinta, F. (2011). Pengaruh Kualitas Layanan Terhadap Kepuasan Pelanggan Dalam Membentuk Loyalitas Pelanggan. Bisnis & Birokrasi: Jurnal Ilmu Administrasi dan Organisasi, 17(2).

4. Daftar Puskesmas (Per Kabupaten) https://komdat.kemkes.go.id/baru/index_ rpt.php? folder= dashboard/reports&pg=rptPkmListPuskesmas&kode_kabupaten=3471 akses 5 Juli 2021

5. Damayanti, N. A., Jati, S. P., & Fatmasari, E. Y. (2018). Analisis Perbedaan Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan Rawat Jalan Puskesmas Berstatus Akreditasi Utama Dan Paripurna di Kota Semarang. Jurnal Kesehatan Masyarakat (e-Journal), 6(5), 124-134.

同舟云学术

1.学者识别学者识别

2.学术分析学术分析

3.人才评估人才评估

"同舟云学术"是以全球学者为主线,采集、加工和组织学术论文而形成的新型学术文献查询和分析系统,可以对全球学者进行文献检索和人才价值评估。用户可以通过关注某些学科领域的顶尖人物而持续追踪该领域的学科进展和研究前沿。经过近期的数据扩容,当前同舟云学术共收录了国内外主流学术期刊6万余种,收集的期刊论文及会议论文总量共计约1.5亿篇,并以每天添加12000余篇中外论文的速度递增。我们也可以为用户提供个性化、定制化的学者数据。欢迎来电咨询!咨询电话:010-8811{复制后删除}0370

www.globalauthorid.com

TOP

Copyright © 2019-2024 北京同舟云网络信息技术有限公司
京公网安备11010802033243号  京ICP备18003416号-3