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)

• Main Authors: , Pria Fivra, , Drs. A. Budi Purnomo, M.A.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2012
• Subjects: ETD
• 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
• Institution: Universitas Gadjah Mada

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.