PERSEPSI MASYARAKAT TENTANG KUALITAS PELAYANAN KESEHATAN DI PUSKESMAS DISTRIK BINTUNI KABUPATEN TELUK BINTUNI PROPINSI PAPUA BARAT
| Main Authors: | , Michael Yawan, SKM, , Dr. Ambar Widaningrum, MA. |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2012
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/97519/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=53884 |
Daftar Isi:
- In the autonomy and decentralization, there is an increasing demand of people for better service. Government as the party responsible for the service is always exposed to constant demand for better service and it is expected to improve people life quality, but the expectation of the people is often not fulfilled. The phenomenon is also found in the local governments, including Teluk Bintuni district as one of the newly established district. The expectation of the people is always not fulfilled because of the minimum infrastructure, human resources, science and technology, social and culture, social and politic, social and culture, communication, geography, etc. In the context of improving the public service it is not easy task and hence it is necessary to make the effort to improve the life quality of the people such as the improvement of human resources, the improvement of infrastructure, transportation, communication, people involvement and so on. Service quality represents the service delivered by the public service provider that fulfils the expectation of the people and gives them satisfaction as the users of the service. The study of the Community Perceived about of Health Service Quality in the Local Government Klinic of Teluk Bintuni District of West Papua Province aims at investigating, analyzing the extent to which the impact of the local cultural knowledge, the job motivation and the ability of the officers on the health service quality. The study is an exploration study with descriptive type and uses qualitative approach. The data is collected using survey technique, observation, in-depth interview, documentation and active participation in the activity of the study. There are two analysis units to collect the data: government (service provider) and citizens (service users). The results of the study and the discussion it is concluded that the service quality delivered by the local government clinic of Teluk Bintuni district is still low. Based on the identification and exploration results it is found that the influencing factors of the Community Perceived about the health service quality in the local government clinic of Teluk Bintuni district are the knowledge of local culture, the ability and the motivation of the officers delivering the health service. Based on the description it is concluded that the facility and the infrastructure are less sufficient, the service is slow and not timely and the information is not reliable, the competence of the health officers is less sufficient, less friendly and not well-mannered and do not use certain greetings to the health service users, the access to the information and the communication is not sufficient, the sense of security and less comfort, less access to the service and the information and less communication. The recommendations are: the improvement of the facilities and infrastructures, the improvement of the competence, increasing the motivation, the improvement of the cultural knowledge, the change in the arrangement and the management of the local government clinic.