STUDI INDEKS KEPUASAN PASIEN TERHADAP PELAYANAN PENDAFTARAN DI KLINIK DOKTER KELUARGA KORPAGAMA YOGYAKARTA

• Main Authors: , YANUAR KARUNIA DEWI, , dr. Wahyudi Istiono, M. Kes
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2014
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/130282/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=70699
• Institution: Universitas Gadjah Mada

Background: One of the efforts to increase the quality of public service that is stated in UU RI No. 25 year 2000 about National Development Programs is needed to be evaluated to know the degree of patients� satisfaction as the measuring apparatus of public service. The family�s doctor clinic Yogyakarta, KORPAGAMA, hasn�t done any survey about patient�s satisfaction. Started from 1stApril 2014 Korpagama has transformed into Pratama Clinic, so there should be an evaluation of public service quality by surveying patients� satisfaction to improve and increase its public service quality. For public sevice institution, there has already been a guidance to do survey of patients� satisfaction that is stated in Kepmenpan No: KEP/25/M.PAN/2/2004 about General Guidance of Arranging Public Satisfaction Index for Service Unit of Government Institution. Objective: To know the patients� satisfaction index based on 14 basic elements of satisfaction measurement index in Korpagama Yogyakarta. Methods: The type of research used in this study is descriptive study with a qualitative approach, and study design is cross sectional. Results: The 14 basic elements of patients� satisfaction measurement are over all in good category. Score for each elements: Service Procedure is in good category (3,13), Service requirement is in good category (3,05), Clarity of service employee is in good category (3,05), Diligence of service employee is in good category (3,02), Responsibility of service employee is in good category (3,09), Skills of service employee is in good category (3,09), Speed of service is in good category (2,81), Justice to get service is in good category (3,03), Employees� politeness and amiability is in good category (3,09), cost service normality is in good category (3,11), cost service certainty is in very good category (3,29), environment comfort is in good category (2,97), Security service is in good category (3,10). The highest score is in the cost service certainty element and the lowest score is in the speed service element.