scholarly journals KUALITAS PELAYANAN RAWAT JALAN PUSKESMAS TANJUNG PALAS BERDASARKAN METODE IMPORTANCE PERFORMANCE ANALYSIS

2019 ◽  
Vol 3 (2) ◽  
pp. 75
Author(s):  
Imam Muazansyah ◽  
Irsyad Sudirman
Keyword(s):  
Performance Analysis ◽  
Health Center ◽  
Community Health Center ◽  
Health Centers ◽  
Service Users ◽  
Analysis Method ◽  
Outpatient Services ◽  
Satisfaction Index ◽  
Convenience Sampling

This study was to analyze the quality of outpatient services at Tanjung Palas Community Health Center using the Importance Performance Analysis method. Population collection uses non probability sampling through convenience sampling. The questionnaire was distributed to 99 respondents who were samples of outpatients at the Tanjung Palas health center. The outpatient satisfaction index using the Importance Performance Analysis (IPA) obtained the results of research that service quality had a significant impact on patient satisfaction with service users with proven reality or performance of health centers that were far from patient expectations, patients were less satisfied with the services provided by the Center health, especially in attributes or quadrant I, namely cleanliness of the health center, completeness of medical devices, and reliability of health personnel both doctors and nurses.

scholarly journals Hubungan Kualitas Pelayanan Rawat Inap Dengan Indeks Kepuasan Masyarakat Puskesmas Wonosari

2020 ◽  
Vol 8 (2) ◽  
pp. 16-23
Author(s):  
Lilik Mulyati
Keyword(s):  
Health Center ◽  
Service Providers ◽  
Community Health Center ◽  
Bivariate Analysis ◽  
P Value ◽  
Community Satisfaction ◽  
Cross Sectional ◽  
Spearman Rank ◽  
Satisfaction Index

Community satisfaction measurements are intended to determine the level of community satisfaction with the services provided and provide an opportunity for the community to assess the services that have been received.The design of this study is quantitative with a Cross-Sectional approach. The study was conducted by involving 59 respondents taken by accidental sampling. The study was conducted in April until May 2019 at Wonosari Health Center, Bondowoso Regency. The measuring instrument used was a questionnaire, then bivariate analysis was performed with Spearman Rank Analysis, with a significance of p = 0.05. The results of the Spearman Rank statistical test with significance levels p <0.05. Obtained p-value 0,000 which means There is a Relationship between the Quality of Inpatient Services and the Wonosari Community Health Center Community Satisfaction Index with a correlation coefficient of 0.714. The quality of inpatient care results in an index of community satisfaction when receiving health services provided. The quality of this service can ultimately provide several benefits, including the establishment of harmonious relationships between service providers and customers, providing a good basis for creating customer loyalty and building a favorable recommendation for these service providers.

scholarly journals Analysis of Outpatient Satisfaction and the Quality of Health Services

2020 ◽  
Vol 2 (1) ◽  
pp. 26-33
Author(s):  
Sumayyah Jamal H. M. Arifin ◽  
Muntasir . ◽  
Erny Erawati Pua Upa
Keyword(s):  
Health Services ◽  
Health Center ◽  
Health Department ◽  
Health Centers ◽  
Outpatient Services ◽  
Exclusion Criteria ◽  
Internal Factors ◽  
Quality Of Health Services ◽  
Descriptive Survey

Quality is an important factor in health services. Bakunase Health Center is one of the primary accredited health centers in Kupang City. Based on data from the Health Department, there has been a decrease in the number of visits over the last three years. This happens due to external factors and internal factors. The external factor is the increasing degree of public health, while the internal factor is the decrease in the patients’ commitment to treatment. The purpose of this study is to describe the level of outpatient satisfaction with the quality of health services at Bakunase Health Center of Kupang City in 2020. This was a descriptive survey with a quantitative approach. The population in this study was all patients who visited and used outpatient services at Bakunase Health Center in Kupang City from January to October 2019. Accidental sampling was used in selecting the samples from each outpatient sub-group in 7 polyclinics at Bakunase Health Center using inclusion and exclusion criteria. The results indicated that the level of conformity between expectations and reality of the services are as follows:  98.78% tangible, 98.66% reliable, 98.33% responsive, 98.79% assurance 98.74% empathy. Based on the Cartesian Importance Performance Analysis (IPA) diagram, quadrant A was filled by one attribute from the responsiveness dimension, quadrant B was filled by most attributes from the reliability dimension, quadrant C was filled by most attributes from the empathy dimension and quadrant D was filled by one attribute from the responsiveness dimension.

scholarly journals Analisis Kualitas Pelayanan Terminal Kargo di Bandar Udara Juwata Tarakan

WARTA ARDHIA ◽  
2017 ◽  
Vol 41 (1) ◽  
pp. 29
Author(s):  
Sitti Subekti ◽  
Muhammad Herry Purnama
Keyword(s):  
Quality Of Service ◽  
Performance Analysis ◽  
Customer Satisfaction ◽  
Gap Analysis ◽  
Aviation Industry ◽  
Service Improvement ◽  
Service Users ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

Air freight transport is a promising business along with the development of the aviation industry in Indonesia. This promising word is indicated with the prospect of air transportation in which both passengers and cargo have positive growth trend so that adequate quality of service is needed. This study was conducted to assess the quality of service of the cargo terminal at Tarakan Juwata Airport based on the perception of service users. This study uses the Servqual model with 5 dimensions consisting of 17 service attributes. There are 37 samples of service users (shippers) who were randomly selected. Importance Performance Analysis, gap analysis and Customer Satisfaction Index were used to analyze the data. The results indicate 4 service attributes requiring high priority in service improvement. Gap analysis of 5 dimensions of service shows a negative value. It means that the performance of the cargo terminal is still below its level of importance. Dimensions of tangible and empathy are the dimensions of service with the highest gap value of -0.93. Customer Satisfaction Index of cargo terminal services is 71.94 % which means that cause for concern from the service provider/the operator of cargo terminal. Keywords: Model Servqual, Importance Performance Analysis, Analisis Gap, Customer Satisfaction Index. Bisnis angkutan kargo udara merupakan usaha yang menjanjikan sesuai dengan berkembangnya industri penerbangan di Indonesia. Hal ini ditunjukkan dengan prospek angkutan udara yang cukup baik dari sisi pertumbuhan penumpang dan kargo sehingga dibutuhkan kualitas pelayanan yang memadai. Penelitian ini dilakukan untuk menilai kualitas pelayanan terminal kargo di Bandar Udara Juwata Tarakan berdasarkan persepsi pengguna jasa. Penelitian ini menggunakan Model Servqual dengan 5 dimensi yang terdiri dari 17 atribut jasa. Terdapat 37 sampel pengguna jasa (shipper) yang terpilih secara acak. Importance Performance Analysis, analisis gap dan Customer Satisfaction Index digunakan untuk menganalisis data. Hasil analisis menunjukkan terdapat 4 atribut jasa yang memerlukan prioritas utama perbaikan pelayanan. Analisis gap terhadap 5 dimensi pelayanan menunjukkan nilai negatif. Hal ini berarti kinerja terminal kargo tersebut masih berada di bawah tingkat kepentingan penggunanya. Dimensi bukti fisik (tangible) dan empati merupakan dimensi pelayanan dengan nilai gap paling tinggi sebesar -0.93. Indek kepuasan konsumen pelayanan terminal kargo sebesar 71.94% yang berarti memerlukan perhatian (cause for concern) dari penyedia jasa/pengelola terminal kargo. Kata kunci: Model Servqual, Importance Performance Analysis, Analisis Gap, Customer Satisfaction Index

scholarly journals Pengembangan Indeks Mutu Pelayanan Kesehatan Puskesmas

2019 ◽  
Vol 29 (3) ◽  
Author(s):  
Hadjar Siswantoro ◽  
Hadi Siswoyo ◽  
Nurhayati Nurhayati ◽  
Delima Tie ◽  
Annisa Rizky Afrilia ◽  
...  
Keyword(s):  
Logistic Regression ◽  
Health Services ◽  
Community Health ◽  
Health Center ◽  
Structural Equation ◽  
Quality Index ◽  
Multinomial Logistic Regression ◽  
Community Health Center ◽  
Convenience Sampling

Abstract Community health center (Puskesmas) as the front line in health services must improved their quality continuously. Therefore, Puskesmas need strong tools to measure their quality. The tool must be used both by the Puskesmas itself and by the health agency. This study aims to develop a reliable quality measurement tool in the form of Health Service Quality Index (HSQI). This study is a cross-sectional and observational. Data collection was conducted in June–October 2017 in. 200 community centers selected by convenience sampling, by assessing the completeness of regulations and documents; observations, simulations, and interviews. The questionnaire consisted of 344 scoring elements (SE) derived from the results of the content vaidity test and the feasibility of answers to questions 776 of the SE accreditation instruments. Data analysis in this study used Structural Equation Modelling (SEM) and multinomial logistic regression analysis. The results of validity and reliability test for construct variables based on Malcolm Baldrige concept of 344 SE showed 179 valid SE with alpha cronbach > 0.8 and r > 0.75. Next to the 179 SE, an SEM is conducted to obtain the first alternative Health Services Quality Index (HSQI) consisting of 88 SE. For these 88 SE the content validity and suitability of the references tests were conducted to obtain a second alternative of HSQI consisting of 18 SE. Finally, multinomial logistic regression was carried out which resulted in 85.4% conformity for the first alternative (88 SE) and 76.7% for the second alternative (18 SE) on the results of the accreditation assessment (basic, intermediate, primary, and plenary). The HSQI can describe the quality of services with a predictive power of over 76% on the result of Puskesmas accreditation, so that the index can be used by community health center to assess the quality of their services more quickly and more easily. Abstrak Pusat Kesehatan Masyarakat (Puskesmas) sebagai barisan terdepan dalam pelayanan kesehatan harus meningkatkan mutunya terus menerus. Oleh karena itu, puskesmas membutuhkan alat yang kuat untuk mengukur kualitasnya. Alat tersebut harus dapat digunakan baik oleh puskesmas sendiri maupun oleh Dinas Kesehatan. Studi ini bertujuan untuk mengembangkan alat ukur mutu yang reliabel dalam bentuk Indeks Mutu Pelayanan Kesehatan (IMPK). Penelitian ini merupakan penelitian observasional secara potong lintang. Pengumpulan data dilakukan pada bulan Juni–Oktober 2017 pada 200 puskesmas penelitian yang dipilih secara convenience sampling, dengan cara menilai kelengkapan regulasi, kelengkapan dokumen, pengamatan, simulasi, dan wawancara. Kuesioner terdiri atas 344 elemen penilaian (EP) yang berasal dari hasil uji validitas isi dan visibilitas jawaban dari pertanyaan 776 EP instrumen akreditasi. Analisis data penelitian ini menggunakan Structural Equation Modeling (SEM) dan analisis regresi secara multinomial logistik. Hasil dari uji validitas dan reliabilitas terhadap variabel konstruk berdasarkan konsep Malcolm Baldrige terhadap 344 EP, menunjukkan 179 EP yang valid dengan alpha cronbach > 0,8 dan r > 0,75. Selanjutnya terhadap 179 EP ini dilakukan analisis SEM sehingga didapatkan IMPK alternatif pertama terdiri dari 88 EP. Terhadap 88 EP ini dilakukan uji validitas isi dan kesesuaiannya dengan referensi sehingga didapatkan IMPK alternatif kedua terdiri dari 18 EP. Akhirnya, dilakukan analisis regresi multinomial logistik yang menghasilkan kesesuaian 85,4% untuk alternatif pertama (88 EP) dan 76,7% untuk alternatif kedua (18 EP) terhadap hasil penilaian akreditasi (dasar, madya, utama, dan paripurna). IMPK ini dapat menggambarkan mutu layanan dengan kekuatan prediksi di atas 76% terhadap hasil akreditasi puskesmas, sehingga indeks tersebut bisa digunakan oleh puskesmas untuk menilai mutu layanannya dengan lebih cepat dan lebih mudah.

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 Terhadap Kue Baytat Bengkulu

2016 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Eka Kurniati ◽  
Evanila Silvia ◽  
Zulman Efendi
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Shelf Life ◽  
Sampling Technique ◽  
Reliability Test ◽  
Validity And Reliability ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Convenience Sampling

The aim of research was to identify the attributes that baytat consumers want, determine the customer satisfaction of baytat cake and get a map attributes of baytat cake. Locations were selected intentionally (purposive). Variables and attributes used are: 1) quality of product (color of cake, aroma of cake, texture of cake, taste of cake, and the shelf life of product), 2) packaging products (appeal illustration, color packaging, capabilities of packaging to protect the product, practicality packaging) and 3)  price of product. Identify the attributes that consumers want analyzed by validity and reliability test; used 22 respondents. Level of customer satisfaction was analyzed by CSI (Customer Satisfaction Index) and map attributes were analyzed using Importance Performance Analysis (IPA); total respondents are 100 consumers with convenience sampling technique. The results showed that the attributes that consumers want baytat is an attraction illustration, color packaging, packaging capabilities protect products, practical packaging, the color of the cake, cake aroma, the texture of the cake, cake flavor, shelf life of products and product prices. CSI analysis results indicate the level of customer satisfaction with cake baytat of 80.41%. Map quadrant of the following attributes: quadrant 1 (the color of the cake and the price of the product), Quadrant II (cake flavor, aroma of cookies and texture of the cake), Quadrant III (packaging capabilities, appeal of the packaging and packaging color) and Quadrant IV (the shelf life of product and practicality packaging).

scholarly journals Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)

2018 ◽  
Vol 154 ◽  
pp. 01098
Author(s):  
Vembri Noor Helia ◽  
Cahya Putra Abdurrahman ◽  
Fety Ilma Rahmillah
Keyword(s):  
Performance Analysis ◽  
Customer Satisfaction ◽  
Hospital Staff ◽  
Quality Of Services ◽  
Referral Centre ◽  
Major Health ◽  
Satisfaction Index ◽  
Customer Satisfaction Index ◽  
Multi Disciplinary Team

As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.

scholarly journals Factor Affecting the Utilization of Family Planning Program Services

2021 ◽  
Vol 2 (2) ◽  
pp. 41-50
Author(s):  
Melda Andriani ◽  
Megawati Megawati ◽  
Asriwati Asriwati ◽  
Lucia Lastiur
Keyword(s):  
Family Planning ◽  
Community Health ◽  
Health Center ◽  
Mixed Methods Research ◽  
Quantitative Methods ◽  
Family Planning Program ◽  
Health Workers ◽  
Community Health Center ◽  
Planning Program

Family planning to spacing or planning the number and distance of pregnancies using contraception. Data on active family planning participants based on the type of contraception at the Pasie Raya Community Health Center in 2019 was 39.4%, there was no increase in the coverage of active KB participants based on the type of contraception in 2018 of 49.4%. The aim is to find out what are the factors that influence the use of family planning program services for women in the working area of ​​the Pasie Raya Community Health Center. This type of research is a combination research (mixed methods research) combining or combining quantitative methods and qualitative methods with Accidental Sampling sampling techniques on 90 samples and 5 informants. Quantitative data were analyzed using univariate, bivariate and multivariate logistic regression tests. The results of the study showed the influence of knowledge, information sources, culture, family support and support from health workers on the utilization of family planning program services. Based on the multivariate analysis, the support variable for health workers is the dominant variable, while the results of the qualitative analysis on key informants and supporters can be concluded that women have taken advantage of the Kb service program, but most of the women do not understand and understand the benefits that are obtained from the family planning program. The conclusion from the health workers is very important in the utilization of family planning program services. It is recommended that the Health Office conduct more evaluations of family planning services at the Puskesmas. It is necessary to improve the quality of Kb services by including health workers in training.

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