scholarly journals PENGUKURAN INDEKS KEPUASAN MASYARAKAT (IKM) PELAYANAN KESEHATAN DI PUSKESMAS KABUPATEN HULU SUNGAI UTARA

2018 ◽  
Vol 6 (2) ◽  
pp. 189
Author(s):  
Dedie Fahamsyah
Keyword(s):  
Public Health ◽  
Customer Satisfaction ◽  
Health Center ◽  
Information Service ◽  
Health Centers ◽  
Community Satisfaction ◽  
Waiting Room ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Service Information

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 usingCSIndex, 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

scholarly journals INDEKS KEPUASAN MASYARAKAT (IKM) TERHADAP PELAYANAN RAWAT JALAN PESERTA BPJS KESEHATAN DI PUSKESMAS YOGYAKARTA

2020 ◽  
pp. 105-112
Author(s):  
Sri Sularsih Endartiwi
Keyword(s):  
Health Services ◽  
Health Center ◽  
Waiting Time ◽  
Health Centers ◽  
Community Satisfaction ◽  
Outpatient Services ◽  
Waiting Room ◽  
Cross Sectional ◽  
Satisfaction Index ◽  
Quota Sampling

Puskesmas Kotagede I Kodya Yogyakarta dan Puskesmas Bambanglipuro Kabupaten Bantul merupakan pelayanan publik yang memberikan pelayanan kesehatan kepada masyarakat. Masyarakat yang memanfaatkan pelayanan kesehatan di kedua puskesmas tersebut masih memberikan keluhan terkait dengan pelayanan seperti antrean di pendaftaran yang lama, ruang tunggu yang kurang karena pada waktu pasien banyak maka menunggu antreannya harus berdiri. Lama waktu tunggu antara 15 sampai 30 menit. Waktu tunggu di pelayanan farmasi atau obat juga lama kurang lebih 30 menit bahkan bisa sampai 1 jam pada waktu pengunjungnya banyak. Penelitian bertujuan untuk menentukan Indeks Kepuasan Masyarakat (IKM) yang memanfaatkan pelayanan kesehatan di puskesmas Yogyakarta. Jenis penelitian adalah penelitian survei dengan menggunakan metode deskriptif kuantitatif dengan rancangan penelitian cross sectional. Populasi penelitian ini adalah seluruh pasien peserta BPJS Kesehatan yang memanfaatkan pelayanan rawat jalan di Puskesmas Kotagede I dan Bambanglipuro. Sampel diambil secara quota sampling sebanyak 100 peserta BPJS Kesehatan, dari Puskesmas Kotagede I sebanyak 50 orang dan dari Puskesmas Bambanglipuro Bantul sebanyak 50 orang. Penelitian dilaksanakan di Puskesmas Kotagede I dan Bambanglipuro Bantul pada November 2018. Data dianalisis menggunakan perhitungan Indeks Kepuasan Masyarakat  dan disajikan dalam bentuk tabel. Hasil nilai indeks kepuasan masyarakat sebesar 3,04732 dan setelah dikonversikan sebesar 76,183 menunjukkan bahwa mutu pelayanan di Pelayanan Rawat Jalan Peserta BPJS Kesehatan di Puskesmas Yogyakarta berada pada kategori “B” atau kinerja unit pelayanan “Baik”. Unsur pelayanan tertinggi adalah unsur keamanan pelayanan yaitu sebesar 3.12 dan yang terendah adalah unsur prosedur pelayanan senilai  2,94. Kesimpulan indeks kepuasan masyarakat terhadap mutu pelayanan kesehatan di puskesmas adalah Baik.   Kotagede I Health Center, Yogyakarta District, and Bambanglipuro Health Center, Bantul District are public services that provide health services to the surrounding community. People who use health services in both health centers still give some complaints related to the services they receive such as queues at longtime registration, lack of waiting room because when there are many patients waiting for the queue to stand up. In addition, the waiting time at the time of the examination is also approximately 15 to 30 minutes. The waiting time in pharmaceutical or drug services also takes approximately 30 minutes or even up to 1 hour when there are many visitors. This study’s objective is to determine the Community Satisfaction Index  that utilizes health services in Yogyakarta health centers. This type of research is survey research using quantitative descriptive methods with a cross-sectional research design. The population in this study were all patients participating who use outpatient services at the Kotagede I and Bambanglipuro Health Center. Samples were taken by quota sampling with a total of 100 patients, from the Kotagede I health center as many as 50 people and from the Bambanglipuro Health Center Bantul as many as 50 people. The study was conducted at the Kotagede I and Bambanglipuro Health Center in November 2018. Quantitative data were analyzed using the calculation of the Community Satisfaction Index and presented in tabular form. The results of the community satisfaction index of 3.04732 and after being converted were 76.183 indicating that the quality of service in the Outpatient Services at the Yogyakarta Public Health Center was in the "B" category or the "Good" service unit performance. The highest service element is obtained service security element that is equal to 3.12 and the lowest is service element worth 2.94.

scholarly journals ANALISIS KEPUASAN KONSUMEN PERUSAHAAN OTOBUS (PO) WASPADA BENGKULU

2021 ◽  
Vol 4 (3) ◽  
pp. 69
Author(s):  
Markoni Markoni
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Employee Performance ◽  
Sampling Technique ◽  
Quality Standards ◽  
Waiting Room ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Ease Of Access

This study aims to determine the level of customer satisfaction PO Waspada Bengkulu. The sample size is 75 people, and the incidental sampling technique. Data collection using a questionnaire, and then analyzed using the Customer Satisfaction Index (CSI) method, taking into account the level of consumer interest and employee performance levels. There are ten service elements studied, which include Employee Friendliness, Service Speed, Clarity of Departure Information, Waiting Room Comfort, Environmental Security, Passenger and Goods Safety, Ease of Access, Clarity of Rights and Obligations of Passengers, Clarity of Service Procedures, and Justice in Service Delivery. Customer Satisfaction Index (CSI) PO. Waspada Bengkulu that was obtained amounted to 74.1979 including Category (B) or Good. This shows that consumers of PO.Waspada Bengkulu can be said to be satisfied with the service they receive from the Company's employees. Judging from each service in general. Consumer PO. Waspada Be ngkulu satisfied with the service they received, because of the ten Service Elements studied, only one was included in Category (C) or not good, namely the service element, while the others were included in Category (B) or Good, there was even one element. namely Excessive Access Speed due to Very Good Employee Performance (A) while the interests of Consumers are ordinary. To maintain the quality of service to consumers and consumers who are satisfied with the services provided, it is suggested to the PO Management. Waspada Bengkulu to establish Service Quality Standards and establish Guidelines for Implementation of Service Quality Standards or Standard Operating Procedures (SOPs), supervise and evaluate periodically the implementation of services to consumers.

scholarly journals Description of the Satisfaction Level of Training Participants on Service In Batam Health National Training Centre, Indonesia

2020 ◽  
Vol 2 (1) ◽  
pp. 153-161
Author(s):  
Supriyono ◽  
Sriyatun
Keyword(s):  
Customer Satisfaction ◽  
Teaching And Learning ◽  
Health Agency ◽  
Service Level ◽  
Community Satisfaction ◽  
Training Centre ◽  
Health Training ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
National Training

This study aims to describe the level of satisfaction of trainees towards services in Batam health training using the customer satisfaction index (CSI) and the community satisfaction index (IKM). The population in this study were all trainees who used services in Batam health training. The sample in this study was saturated, where all participants were taken as samples, with 374 respondents. Data collection methods used were questionnaires or questionnaires. The results showed that the customer satisfaction index reached 0.94 was very satisfied, with the highest IKP in learning facilities services and the desire of respondents to recommend the Batam Health Agency to friends and colleagues reached 0.96% and the lowest service level of teaching and learning activities reached 0.88%. While the index of community satisfaction reached a value of 70.21 B, the predicate of the performance of service units in the Batam Health Agency is good. Overall the trainees felt very satisfied.

scholarly journals ANALISIS TINGKAT KEPUASAN PETANI JAGUNG TERHADAP PELAYANAN LEMBAGA PEMASARANNYA DI KECAMATAN LUBUK PINANG KABUPATEN MUKOMUKO

2016 ◽  
Vol 15 (1) ◽  
pp. 45-58
Author(s):  
Irvan Diyahya ◽  
Ketut Sukiyono ◽  
Redy Badrudin
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Information Service ◽  
Services Marketing ◽  
Satisfaction Level ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This research was conducted in Sumber Makmur village, Lubuk Pinang subdistrict Mukomuko District from in March 2015 by surveyed 92 corn farmers as samples.  This study is aimed at investigating the performance and the benefit of an attribute services marketing institutions agribusiness in support of corn in kabupaten mukomuko and estimating satisfaction level of corn farmers to marketing institutions  services in support  corn  agribusiness in Kabupaten Mukomuko. The purpose of the first analyzed by Importance Performance Analysis (IPA)  method and the purpose of the second analyzed by Customer Satisfaction Index (CSI) method. From IPA results, it can be  drawn conclusions that marketing institution 1 services aspects that need to be improved and are considered important for farmers are fast service, right and always respond to help the farmers of corn, the accuracy of scales and willingness to respect and serving officers and by prioritising the needs of farmers. Then the marketing institution 2 services aspects  that need to be improved and be considered important for farmers are communicating information the quality of corn desired consumers to farmers, the ability to communicate from the officers and openness and honesty in giving information service. Corn growers were satisfied with marketing services institution 1 with CSI of 70,65 %, and to marketing institution  2 with CSI of 72,21 %.  Keywords: Corn, Marketing, IPA, CSI, Satisfaction.

scholarly journals Performance assessment of public health center in pare-pare, South Sulawesi

2019 ◽  
Vol 6 (4) ◽  
pp. 1369
Author(s):  
Ajeng Dyah Pythaloka ◽  
Darmawansyah . ◽  
Muhammad Asdar
Keyword(s):  
Public Health ◽  
Customer Satisfaction ◽  
Health Services ◽  
Health Center ◽  
Health Centers ◽  
Performance Category ◽  
Average Performance ◽  
Public Health Center ◽  
The Public

Background: Customer (patient) satisfaction in health services is very important to note because it can describe the quality of services in the health service. This study aims to determine the level of performance assesment of public health centers relating to the quality of public health centers service, management of public health centers and health services based on patient satisfaction in the public health center in Parepare, South Sulawesi.Methods: The research method is quantitative with survey research to determine the level of reseach results on public health centers about patient satisfaction.Results: The results of the study indicate that performance assessment is in the form of the quality of service possessed by the public health center obtained an average performance value of 8.8 with a good performance category. Management of the public health center obtained an average performance value of 8.9 with a good performance category. Health services obtained an average performance value of 90.7% with sufficient performance categories. Customer satisfaction obtained an average value of 71.1% in the good category.Conclusions: Service quality of public health center has a good performance, health center management has good performance, health services have sufficient performance, customer satisfaction has a good category. So that the average performance of the public health center has results comparable to the results of customer satisfaction, which is a good category.

scholarly journals Analisa Faktor-Faktor yang Berpengaruh Terhadap Loyalitas Pelanggan Menggunakan Analisa Jalur di PT XYZ

2019 ◽  
Vol 2 (4) ◽  
Author(s):  
John Warisman Sinaga ◽  
Nazaruddin Matondang ◽  
Sukaria Sinulingga ◽  
Jeffrey Panama
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Path Analysis ◽  
Customer Service ◽  
Customer Loyalty ◽  
Correlation Method ◽  
Waiting Room ◽  
Customer Complaints ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Bengkel PT. Trans Suzuki Sumatera Agung merupakan salah satu unit kegiatan untuk mendukung dan meningkatkan pelayanan pelanggan Suzuki. Permasalahan yang dialami oleh perusahaan adalah terjadinya penurunan terhadap service retention dan customer satisfaction index (CSI) periode 2015 sampai dengan 2017. Selanjutnya penurunan tersebut disebabkan oleh adanya keluhan pelanggan terhadap beberapa atribut CSI dan memiliki persentase ketidak puasan diatas 10%. Atribut CSI yang dimaksud adalah ketelitian service advisor, kenyamanan ruang tunggu, kebersihan dealer, kemudahan keluar masuk area dealer, penetapan biaya servis, jangka waktu pengambilan kendaraan, total waktu servis dan ketelitian teknisi. Penelitian ini bertujuan memberikan usulan kebijakan perbaikan menggunakan metode korelasi untuk mengetahui faktor yang berpengaruh terhadap loyalitas pelanggan. Jenis penelitian yang digunakan dalam penelitian ini adalah korelasional. Hasil pengujian analisa jalur (path analysis) menunjukkan bahwa secara parsial dan simultan variabel service quality berpengaruh positif dan signifikan terhadap loyalitas pelanggan dengan nilai thitung<ttabel dan signifikansi<0,05.   PT. Trans Suzuki Sumatera Agung is one of the activity units to support and improve Suzuki's customer service. The problem experienced by the company is the decline in service retention and customer satisfaction index (CSI) for the period 2015 to 2017. Furthermore, the decline is caused by customer complaints about some CSI attributes and has a dissatisfaction percentage above 10%. The CSI attributes referred to are service advisor accuracy, waiting room comfort, dealer cleanliness, ease of entering and leaving the dealer area, fixing service fees, vehicle pickup period, total service time and technician accuracy. This study aims to provide a proposed policy of improvement using the correlation method to determine the factors that influence customer loyalty. This type of research used in this study is correlational. The results of the path analysis test show that partially and simultaneously service quality variables have a positive and significant effect on customer loyalty with a tcount <ttable and significance <0.05.

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

The effect of quality service on costumer satisfaction in Bitung Oceanic Fishing Port, Indonesia

2016 ◽  
Vol 4 (1) ◽  
pp. 11
Author(s):  
Recky Pangemanan ◽  
Effendi P. Sitanggang ◽  
Jardie A. Andaki
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Quantitative Methods ◽  
Gap Analysis ◽  
Document Preparation ◽  
Clean Water ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Fish Catch ◽  
Supply Equipment

Title (Bahasa Indonesia): Pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia This study evaluates the effect of service quality on the service users’ utilization in the Ocean Fisheries Port (OFP) of Bitung, Indonesia. It employed 3 quantitative methods,Customer Satisfaction Index (CSI), Importance Performance Analysis and Gap Analysis. From 14 services, there were 13 services categorized as satisfactory services. It means that Ocean Fisheries Port of Bitung has performed well in most of its functions. The unsatisfactory one was clean water service. To increase the users’ level of satisfaction in the OFP of Bitung, improvement needs to be done in the services of ship arrival and departure document preparation, fishing vessel log book inspection, recommendation for subsidized fuel use, fish catch certification, port hygiene, entrance ticket, information building rental, electricity, clean water supply, equipment rental, and mooring. Penelitian tentang pengaruh kualitas layanan terhadap kepuasan pengguna jasa di Pelabuhan Perikanan Samudera (PPS) Bitung, Indonesia, telah dilakukan. Dengan mengunakan 3 metode kuantitatif, yaitu Customer Satisfaction Index (CSI), Importance Performance Analysis dan Gap Analisis, didapat hasil sebagai berikut: dari 14 layanan, terdapat 13 layanan yang mendapatkan predikat puas meskipun tidak ada yang sangat memuaskan. Ini dapat diartikan, bahwa PPS Bitung telah melakukan tugas pokok dan fungsinya dengan baik. Hanya ada satu pelayanan yang kurang memuaskan, yaitu pelayanan air bersih. Untuk meningkatkan kepuasan pengguna jasa/stakeholder di PPS Bitung, maka perbaikan perlu dilakukan terhadap pelayanan persiapan dokumen kedatangan dan keberangkatan kapal, log book penangkapan ikan, rekomendasi bahan bakar minyak solar subsidi, sertifikat hasil tangkapan ikan, kebersihan kolam pelabuhan dan kebersihan pelabuhan, pas masuk, sewa lahan bangunan informasi, jasa listrik, jasa air bersih, sewa peralatan, dan tambat labuh.

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