Kepuasan pemohon perijinan sarana pelayanan kesehatan dasar dan spesialistik di wilayah kerja Suku Dinas Pelayanan Kesehatan Kodya Jakarta Barat pada Tahun 2005 = Client’s satisfaction on proposing license for primary and speoalist health service facility at the working area of sub authority Health Service Office Of Kodyajakarta Barat, 2005
| Format: | Masters Bachelors |
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| Terbitan: |
Fakultas Kesehatan Masyarakat Universitas Indonesia
, 2006
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| Subjects: | |
| Online Access: |
http://lib.ui.ac.id/file?file=digital/20341172-T32505-Ucup supriatna.pdf |
Daftar Isi:
- Kepuasan pelanggan telah menjadi bagian integral dalam misi dan tujuan sebagian besar organisasi. Meningkatnya intensitas kompetensi global dan domestik, berubabnya preferensi dan perilaku pelanggan, serta revolusi teknologi intbrmasi nlerupakan sebagian di antara sekian banyak faktor yang mendorong organisasi bisnis dan non bisnis untuk mengalihkan fokusnya ke arah customeroriented, Untuk melakukan penelitian tentang kepuasan pemohon perijinan m1. Suku Dinas Pelayanan Kesehatan Kodya Jakarta Barat belum memiliki instrumen yang valid dan reliabel oleh karena itu juga diperlukan elaborasi konsep kepuasan mengenai harapan dan persepsi baik dari kepustakaan maupun dari pemohon perijinan. Sehingga akhimya direncanakan suatu penelitian dengan dua tahapan yaitu tahap pengembangan kuesioner dengan pendekatan kualitataif dan tahap pengukuran kepuasan dengan pendekatan kuantitatif. Tahap pengembangan kuesioner dimulai dengan elaborasi konsep kepuasan baik dari kepustakaan maupun berdasarkan hasil penggalian baik dari pemohon perijian maupun dari pihak penyelenggarn yang pada akhirnya ljin dapatkanya instrumen berupa kuesioner akhir yang siap diujicobakan. Sedangkan tahap kepuasan dimulai dengan pengujia11 validitas dan reliabilitas., sehingga dengan analisis validitas dan reliabilitas dapat dikemhui pernyataan yang valid dan reliabet Hasil dad penelitian ini yang berupa hasil-hasil wawancara rnendalam, pengukutan validitas dan retlabilitas, anlists diagram pareto. analisis univariat, bivariat dan multivariat dengan regresi logistik. Hasil penelitian didapatkan suatu instrumen berupa kuesioner yang rnencakup lima dlmensi mutu layanan yaitu tangible, reliabllity, responsiveness, assurance dan empathy. lnstrumen yang dibuat memuat 24 pernyataan yang kesemuanya dinyatakan valid dan reliabel dengan menggunakan metode alpha cronbach dengan nilai r hitung lebih besar dari r tabel pada a =0,05. Tingkat kepuasan responden berdasarkan basil penelitian tahap kedna (pengukuran kepuasan) di Sudin Dinkes Kodya Jakarta Barat menunjukan nilai yang tinggi dibandingkan dengan yang tidak puas, basil ini sejalan dengan basil pene1itian kualitatif dengan wawancara mendaiam yang memperlihatka.n. adanya tingkat kepuasan yang tinggi dari infonnan yang penulis ambil. Akan tetapi II ,5% yang tidak puas barus dicari akar masalah ketidak puasannya dengan melakukan penelitian lebih lanjut Distribusi tingkat kepuasan berdasarkan umur dan tingkat pendidikan responden menunjukan hubungan yang bennakna secara statistik, sedangkan untuk dimensi mutu layanan yang paling dominan adalah tangible, responsif dan empathy dengan dirnensi langibie yang paiing dominan. <hr> <b>Abstract</b><br> Client's satisfaction is has been an integral part in the mission and objectives on mostly organization bodies, The increasing of the intensity on competency both globally and regionally, the change on preferences and client's behavior. as wen as the revolution on the information technology, are some of factors that driving most of business and non-business organization to move forward their focus on customer-oriented. Regards to the study on client's satisfaction on proposing license, the Sub authority Health Service Office of Kodya Jakarta Barat is has not yet have the va:Hd and reliable instruments for doing so. Therefore, a concept has to be elaborate which is satisfaction on the expectation and perception from both literature references and from the client There are two stages needed to do the study which are developing questionnaires with a qualitative approach and measuring the Clients satisfaction with a quantitative approach. To develop questionnaires, it is begin 'With elaboration of the concept of satisfaction. The concept is go into detail from literature review, based on the interview on clients, and also from the officer at the Sub-authority Health Service Office, until a set of instruments, the questionnaires, is finalized and ready to be tryout Next stage of measuring client's satisfaction is begin with the validity and reliability tested on the questionnaires, and ftom the analysis lt can be known the valid and reliable statements that consists on the set of instruments. The outcomes of the study are the in-depth interviews findings measurements on validity and reusability, pareto diagram analysis, univariate analysis, bivariate analysis, and multivariate analysis with logistic regression. The study results on the creation of a set of questionnaires that consist of five dimensions of quality services, i.e. tangible, reliability, response:, asslli1Ulce, and empathy, The instruments that consists of 24 statements which are all have achieved their valiblity reliability, using method of cronbach alpha which the value of is higher than r-table at a o.-,; 0.05. Level of respondent's satisfaction, as a result of second stage of satisfaction measurement. found that the number of satisfying respondents is more than those who are not satisfy. The result is in accordance with the qualitative research results, as the in-depth interviews found that there is a high satisfaction stated by most of informants. However there are 11.5% of non satisfY respondents that should have had more advance research in order to identify the · rqt of the unsatisfying problem. The distribution of the level of satisfaction that based on respondent's age and level of education has shown a statistically significant correlation, and of those dimensions of quality services. the dominants aspects are: tangible, responsiveness, and empathy with the most dominant aspect is tangible.