Analisis Indeks Kepuasan Masyarakat Terhadap Pelayanan Kesehatan di Puskesmas Ngaglik I Kecamatan Ngaglik Tahun 2011(Implementasi Kepmen PAN No. KEP/25/M.PAN/2/2004)
Improving the public service through the health care is the primary concern of the government. Since the implementation of Kepmen PAN No: KEP/25/M.PAN/2/2004, no studies on public satisfaction index on Puskesmas Ngaglik I have ever been conducted, as well as a decrease in public and Askes patientsâ�...
Saved in:
| Main Authors: | , |
|---|---|
| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2012
|
| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/98528/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55555 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Institution: | Universitas Gadjah Mada |
| Summary: | Improving the public service through the health care is the primary
concern of the government. Since the implementation of Kepmen PAN No:
KEP/25/M.PAN/2/2004, no studies on public satisfaction index on Puskesmas
Ngaglik I have ever been conducted, as well as a decrease in public and Askes
patients� visits in the past three years. The quality of service provided by
Puskesmas Ngaglik I was suspected to be the cause of these occurrences.
This study aims to find discrepancies between the expected and actual
services received by patients. It also examines the achievement of the quality of
public health care delivered by Puskesmas Ngaglik I as required by Kepmen PAN
No: 25/2004. This research is classified as descriptive-qualitative-quantitative
study. The samples were 150 patients who came for treatment. The data examined
were primary and secondary data. The methods used were public satisfaction
index analysis, as well as paired sample t-test statistic analysis.
The results showed that there were discrepancies between the expected
and actual service received by the patients who came to visit Puskesmas Ngaglik
I. The result of paired sample t-test statistic analysis showed statistical
significance of 0.000 (less than 0.05). The significance was also confirmed by the
difference in the mean value between the expected service (4.18) and the actual
one (3.97). The achievement of the quality of public health care delivered by
Puskesmas Ngaglik I as required by Kepmen PAN No: 25/2004 was categorized
as satisfactory with the public satisfaction index value of 79. It was also supported
by the service quality appropriateness based on service quality components, which
consist of five components, i.e.: tangibility, reliability, responsiveness, assurance,
and empathy. All the indicators and sub-indicators are classified as satisfactory. |
|---|