scholarly journals Analisis Indeks Kepuasan Masyarakat terhadap Pelayanan Publik pada Pusat Kesehatan Masyarakat Langsa Barat

2019 ◽  
Vol 9 (1) ◽  
pp. 70
Author(s):  
Syardiansah Syardiansah
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Public Services ◽  
Service Providers ◽  
Community Satisfaction ◽  
Quality Health Care ◽  
Service Unit ◽  
Service Type ◽  
Service Standards

<p>Langsa Barat Health Center is a first-rate health facility that provides health services to the community. In providing health services to the community, all existing service units and all employees are committed to providing quality health care and care for the safety of patients, visitors, communities and employees. Service standards are a commitment of service providers to provide services with a certain quality determined on the basis of a combination of community expectations and the ability of service providers. Establishment of service standards through identification of service type, identification of service type, customer identification, customer expectation identification, vision and service mission formulation, process and procedure analysis, facilities and infrastructure, time and cost of service.To set the standard of service whether or not a reference is used from the Decree of the Minister of Administrative Reform Number KEP / 25 / M.PAN / 2/2004 on general guidelines for the preparation of public satisfaction index. Where is the location of this research is Puskesmas Langsa Barat. This study aims to determine the index of community satisfaction with public services at the Langsa Barat Health Center. The respondents in this study were the health service users in Langsa Barat Health Center.Based on the result of the research, it is found that service indicator is in the form of officer discipline, officer responsibility, courtesy and officer friendliness, suitability of cost with specified, and service unit comfort have excellent service quality. While other indicators have good service quality. And overall the index of community satisfaction on public services at Langsa Barat Health Center has good quality of service.</p>

scholarly journals PENINGKATAN KINERJA KUALITAS PELAYANAN PUBLIK DAN INDEKS KEPUASAN MASYARAKAT PADA DINAS KEPENDUDUKAN DAN PENCATATAN SIPIL KABUPATEN KUDUS

2020 ◽  
Author(s):  
Teguh Riyanto
Keyword(s):  
Service Quality ◽  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Service Performance ◽  
Community Satisfaction ◽  
Government Regulations ◽  
Satisfaction Index ◽  
Service Standards ◽  
Cartesian Diagram

Abstrak : Undang-Undang Nomor 25 Tahun 2009 tentang pelayanan publik maka seluruh penyelenggara pelayanan publik diwajibkan untuk menyusun standar pelayanan. Berdasarkan peraturan pemerintah yang berlaku, standar pelayanan menjadi tolak ukur yang dipergunakan sebagai pedoman penyelenggara pelayanan dan acuan penilaian kualitas pelayanan. Tujuan penelitian ini adalah untuk meningkatkan kinerja kulaitas pelayanan publik dan indeks kepuasan masyarakat pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus. Ruang lingkup pelayanan publik dan kepuasan masyarakat meliputi 1) Persyaratan, 2) Sistem, mekanisme dan prosedur, 3) Waktu pelayanan, 4) Biaya/Tarif, 5) Produk spesifikasi jenis Pelayanan, 6) Kompetensi Pelaksana, 7) Perilaku Pelaksana, 8) Penanganan Aduan, Saran dan Masukan, 9) Sarana dan Prasaranan. Hasil penelitian dari sembilan ruang lingkup untuk mengukur kinerja kualitas pelayanan publik dan kepuasan masyarakat atas pelayanan publik pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Kudus memperoleh indeks kepuasan masyarakat 3,36 dan nilai kinerja pelayanan publik 83,88 dengan predikat Mutu Pelayanan A (Sangat Baik/Sangat Memuaskan). Dengan kualitas pelayanan publik yang sangat baik akan mempengaruhi indeks kepuasan masyarakat yang sangat memuaskan. Selian itu pada diagram kartesius juga diketuhui faktor yang perlu ditingkatkan dan dipertahankan kinerja pelayanan publik. Kata kunci : kinerja, pelayanan publik, indeks kepuasan masyarakat.Summary : Law Number 25 of 2009 concerning public services, all public service providers are required to develop service standards. Based on applicable government regulations, service standards become a benchmark used as a guide for service providers and a reference for assessing service quality. The purpose of this study is to improve the performance of public service quality and community satisfaction index at the Population and Civil Registry Office of Kudus Regency. The scope of public services and community satisfaction includes 1) Requirements, 2) Systems, mechanisms and procedures, 3) Service time, 4) Costs / Tariffs, 5) Product type specifications, 6) Implementing Competencies, 7) Implementing Behavior, 8) Handling Complaints, Suggestions and Feedback, 9) Facilities and Market. The results of the nine scopes of research to measure the performance of public service quality and public satisfaction with public services at the Population and Civil Registry Office of Kudus Regency obtained a community satisfaction index of 3.36 and the value of public service performance of 83.88 with the title of Service Quality A (Very Good / Very satisfy). With a very good quality public service will affect the community satisfaction index which is very satisfying. In addition, the Cartesian diagram also addresses factors that need to be improved and maintained the performance of public services.Keywords : performance, public services, community satisfaction index.

scholarly journals Analisis Pelayanan Obat-Obatan Dalam Kepuasan Konsumen Pada Apotek Syalom Amurang

2019 ◽  
Vol 8 (2) ◽  
pp. 67
Author(s):  
Irene Sinta Silalahi ◽  
Johny R. E. Tampi ◽  
Aneke Y. Punuindoong
Keyword(s):  
Service Quality ◽  
Product Quality ◽  
Public Service ◽  
Consumer Satisfaction ◽  
Quality Service ◽  
Community Satisfaction ◽  
Service Unit ◽  
City Community ◽  
Service Standards

This study aims to determine customer satisfaction with drug services at the Syalom Amurang Pharmacy. The focus of the research is, product quality, service quality, Emotional, Cost, and Price. The theory used in this study is the theory of Consumer Satisfaction by Lupyoadi. In this study using qualitative methods, data collection techniques are carried out through observation, interviews and documentation. The informants in this study were the Amurang City Community who had bought medicine at the Syalom Pharmacy. Location research at Syalom Amurang Pharmacy, with the basis used in law No. 25 of 2009 concerning the standard of public service, the standard of service that has been determined by the service unit, working to serve every citizen and resident to fulfill their rights is not the need for basic needs within the framework of service. Pharmacy units the importance of the service of medicines in community satisfaction can be measured by a predetermined standard, namely, service satisfaction for the services of the Syalom Pharmacy in Amurang in terms of service requirements, product quality, price, service quality, emotional, cost. From the 5 service standards there are results that state that they are not satisfied with the quality of service, product quality emotionally satisfied to eat a short service time, customer fees or rates according to and satisfied with service, price and cost, product quality, Syalom pharmacy Amurang field observation.

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2019 ◽  
Vol 3 (02) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

scholarly journals ANALYSIS OF PUBLIC SATISFACTION IN DPMPTSP NAKER OF PANGKALPINANG CITY

2018 ◽  
Vol 3 (2) ◽  
pp. 46
Author(s):  
Devi Valeriani ◽  
Dian Prihardini Wibawa ◽  
Aning Kesuma Putri ◽  
Nanang Wahyudin
Keyword(s):  
Public Service ◽  
Public Services ◽  
Service Providers ◽  
Satisfaction Survey ◽  
Community Satisfaction ◽  
Cooperation Agreement ◽  
The Public ◽  
Service Unit ◽  
Satisfaction Index

<p><em>The quality of public service performance has a broad impact in various parts live, especially to achieve public welfare. Therefore the efforts to improve public services must be conducted continuously by  Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja (DPMPTSP NAKER) of Pangkalpinang. The Efforts to improve the quality of services must be conducted jointly, integrated, programmed, directed, and consistent by paying attention to the needs and expectations of the public, so that the services provided to the community can be given appropriately, quickly, cheaply, openly, simply and easily implemented. The purpose of the Community Satisfaction Index Survey preparation is to find out the performance of DinasPenanaman  Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang which will be used as a basis for making and establishing policies in order to improve the quality of public services.</em></p><p><em>The Survey of Community Satisfaction Index (IKM) is made refers to the provisions of  Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia Number 14 Year2017 concerning Guidelines for Preparing the Community Satisfaction Survey of Public Service  Providers Units of at least 9 SKM Elements. The respondents of the survey were the people who were applying for licensing at DPMPTSP NAKER of Pangkalpinang amounted to 224 people. The Community Satisfaction Index Survey is collaborating with University of Bangka Belitung through the Institute for Research and Community Service (LPPM), which is formulated through a cooperation agreement with the service provider of Dinas Penanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang.</em></p><p><em>Based on the results of the IKM survey with 9 elements, obtained the value of the service element which has the lowest value is the element of Requirement (U1) with a value of 3.193 and the element that has the highest value is the Cost / Tariff (U4) of 3.767. The community satisfaction survey in the DinasPenanaman Modal Pelayanan Terpadu Satu Pintu dan Tenaga Kerja of Pangkalpinang with a weighted NRR of 3.374 was converted into the public satisfaction index at a service unit of 84.36, which was categorized into B or good.</em><em></em></p><p><strong><em>Keywords:</em></strong><em> </em><em>Community Satisfaction Index</em><em>, </em><em>Public Satisfaction, Public Service</em><em></em></p>

scholarly journals PERSEPSI DOKTER UMUM DI FASILITAS KESEHATAN TINGKAT PERTAMA KLINIK KIMIA FARMA 125 DENPASAR TENTANG SISTEM KAPITASI BERBASIS PEMENUHAN KOMITMEN PELAYANAN DI ERA JAMINAN KESEHATAN NASIONAL

2019 ◽  
Vol 6 (1) ◽  
pp. 18
Author(s):  
Coratry Shovariah Premilga ◽  
Rina Listyowati ◽  
Putu Ayu Indrayathi
Keyword(s):  
Data Collection ◽  
Health Services ◽  
Service Quality ◽  
General Practitioners ◽  
Capitation Payment ◽  
Collection Method ◽  
Interview Method ◽  
Depth Interview ◽  
Improve Service Quality ◽  
Service Standards

ABSTRAK Sistem kapitasi berbasis pemenuhan komitmen pelayanan yang diatur dalam peraturan BPJS Kesehatan No 2 tahun 2015 mulai diberlakukan per 1 Januari 2017. Adanya perubahan pola pembayaran kapitasi tentunya akan mendapatkan berbagai macam persepsi dokter umum sebagai PPK di FKTP Klinik Kimia Farma 125 Denpasar. Persepsi ini penting untuk diketahui karena akan mempengaruhi perilaku yang akan diberikan oleh dokter umum terhadap pasien JKN. Penelitian ini bertujuan untuk mengetahui efektivitas penyelenggaraan dari sistem kapitasi JKN berbasis pemenuhan komitmen pelayanan.  Desain penelitian ini adalah deskriptif kualitatif, dipilih delapan orang dokter umum di Klinik Kimia Farma 125 Denpasar yang ditentukan sesuai kriteria sebagai informan. Penelitian dilakukan pada bulan Mei hingga Juli 2017 bertempat di Klinik Kimia Farma 125 Denpasar. Metode pengambilan data menggunakan metode wawancara mendalam (indepth interview) yang dilakukan selama 20 hingga 40 menit. Hasil penelitian persepsi dokter umum terhadap sistem kapitasi berbasis pemenuhan komitmen pelayanan dimana sebagian besar dokter umum setuju besaran tarif kapitasi yang diberikan oleh BPJS Kesehatan cukup untuk melaksanakan pelayanan kesehatan, sistem kapitasi dirasa dapat meningkatkan kesejahteraan dokter. Standar pelayanan yang diberikan pada era JKN mengikuti standar yang telah diatur oleh BPJS Kesehatan. Dalam pelaksanaannya upaya komitmen pelayanan dilakukan dengan cara menambahkan poli untuk mengurangi waktu antrian. Indikator komitmen pelayanan yang diatur dapat menjadi motivasi untuk meningkatkan mutu pelayanan. Untuk memaksimalkan pemberlakuan sistem kapitasi berbasis pemenuhan komitmen pelayanan, diperlukan upaya tambahan dalam bentuk program promotif dan preventif. BPJS Kesehatan untuk mengelola layanan dan komunikasi dengan dokter diperlukan sosialisasi yang maksimal terhadap program promotif dan preventif untuk meningkatkan kunjungan sehat. Keywords: Persepsi, Kapitasi, Pemenuhan Komitmen Pelayanan ABSTRACT The capitation system based on fulfilling the service commitments regulated in BPJS Kesehatan No 2 tahun 2015 began to take effect as of January 1, 2017. The change in capitation payment patterns will certainly get a variety of perceptions of general practitioners as PPK at FKTP Kimia Farma 125 Denpasar Clinic. This perception is important to know because it will affect the behavior that will be given by general practitioners towards JKN patients. This study aims to determine the effectiveness of the implementation of the JKN capitation system based on fulfilling service commitments. The design of this study was descriptive qualitative, selected eight general practitioners at the Kimia Farma 125 Denpasar Clinic which were determined according to the criteria as informants. The study was conducted in May to July 2017 at the Kimia Farma 125 Clinic in Denpasar. The data collection method uses the in-depth interview method (indepth interview) which is conducted for 20 to 40 minutes. The results of research on the perception of general practitioners of the capitation system based on the fulfillment of service commitments where most general practitioners agree that the amount of the capitation tariff provided by BPJS Health is sufficient to carry out health services, the capitation system is considered to be able to improve the welfare of doctors. Service standards provided in the JKN era followed the standards set by the Health BPJS. In the implementation of the service commitment efforts carried out by adding poly to reduce queuing time. Indicators of service commitment that are set can be a motivation to improve service quality. To maximize the implementation of a capitation system based on fulfilling service commitments, additional efforts are needed in the form of promotive and preventive programs. BPJS Health to manage services and communication with doctors requires maximum socialization of promotive and preventive programs to increase healthy visits. Keywords: Perception, Capitation, Fulfillment of Service Commitments  

Towards a Customer-Centric Framework for Evaluation of E-Health Service Quality

2018 ◽  
pp. 199-218
Author(s):  
Michael Mutingi
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Healthcare Service ◽  
Quality Evaluation ◽  
Service Providers ◽  
Customer Experience ◽  
Evaluation Framework ◽  
Service Quality Evaluation ◽  
Health Service Quality

As the awareness of the importance of healthcare service quality and pressures from stakeholders continue to grow, healthcare service providers have no option except to develop appropriate service quality evaluation procedures. Patient satisfaction is imperative, and has become a critical issue especially in e-health services. Although healthcare service providers have become aware of the need for improving customer experience through provision of customer-centric services, virtually none of the existing e-health quality evaluation frameworks are grounded on customer-centric metrics. In this chapter, a critical analysis of existing evaluation initiatives is presented from the context of e-health services. Critical areas of e-health service are investigated to determine quality dimensions that influence customer experience. From this analysis, a customer-centric evaluation framework is proposed, comprising four e-health service quality scales. The framework provides a platform for continuous improvement in e-health service.

Predictors of users’ preferences for online health services

2020 ◽  
Vol 37 (2) ◽  
pp. 215-225
Author(s):  
Shahidul Islam ◽  
Md Rakibul Hoque ◽  
Md Abdullah Al Jamil
Keyword(s):  
Health Service ◽  
Health Services ◽  
Service Quality ◽  
Rational Choice Theory ◽  
Service Providers ◽  
Well Being ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Health Service Quality

Purpose The purpose of this study is to explain predictors that discriminate users’ preferences for online health services, focusing on a downtown area in a developing country. Design/methodology/approach Drawing on rational choice theory (RCT), the authors test a model that links the frequency of online health service usage to access-activators and access-inhibitors. Multivariate analysis of variance (MANOVA) and the discriminant analysis model were used to analyze data from a sample of 215 internet users. Findings Results confirm the significance of responsiveness, user’s attitude, accessibility and perceived ease of use, indicating their discriminating role in the usage of online health services. Research limitations/implications The study demonstrates the relevance of RCT in measuring perceived online health service quality in an emerging context. Future research should consider the influence of electronic health (eHealth) literacy, norms and trustworthiness to increase the generalizability of the findings. Practical implications The findings of this study can help enhance the eHealth service quality by encouraging service providers to improve the interactivity and ease of use of their platforms, thus delivering value to both consumers and firms and improving the well-being of the society at large. Originality/value Few existing studies draw attention to access-activators and access-inhibitors to predict users’ preferences for online health services. This study shows the applicability of RCT in preparing the instrumental dimensions of online health service quality.

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 UPAYA PEMBERIAN PELAYANAN PUBLIK DI UPT PUSKESMAS BALAI MAKAM KABUPATEN BENGKALIS

Jurnal Niara ◽  
2019 ◽  
Vol 12 (1) ◽  
pp. 69-78
Author(s):  
Dedy Afrizal ◽  
Nahar Effendi ◽  
Pertiwi Handayani
Keyword(s):  
Health Service ◽  
Health Services ◽  
Public Services ◽  
Service Providers ◽  
Payment System ◽  
District Health ◽  
Administrative Services ◽  
Inhibiting Factors ◽  
Technical Services

            Public services provided by service providers must be synchronized with act no.25 of 2009 on public services in which there are stipulation of services, goods services, and administrative services for the society. The technical services unit (upt) of the puskesmas balai makam subdistrict of bathin solapan, bengkalis regency is a type of non-inpatient puskesmas under the supervision of the bengkalis district health service that provides services to the society, especially health services, however the facilities and infrastructure are not well implemented, payment system is not in accordance with the standard, and the problem of lack of availability of medicines for people who need health services. This study will elaborate the conduct of the services at how the implementation of services, supporting factors and inhibiting factors of health services. The result of the study will refer to the implementation of 5 indicators such as tangibles, reliability, responsiveness, assurance, emphaty are obtained a total score of 3,974 (88.31%) for the good category

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