Skripsi

ANALISIS TINGKAT KEPUASAN MASYARAKAT TERHADAP PELAYANAN KESEHATAN DI PUSKESMAS SEI SELINCAH KOTA PALEMBANG

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Community satisfaction is an assessment of service performance by the community to public service officials. The more satisfied the community is, the better the resulting performance, in other words, the quality of the services provided. This study aims to determine the level of community satisfaction with health services organized by the Sei Selincah Health Center, Palembang City. The method used in this research is quantitative with techniques using Importance Performance Analysis (IPA), Cartesian Diagrams with the help of SPSS software, and SERVQUAL Analysis. The data used is primary data obtained from distributing questionnaires with a Likert scale directly at the research locus with a sample of 100 respondents. With measurements using 5 dimensions, namely 1) tangible; 2) reliability; 3) responsiveness; 4) assurance; and 5) empathy, the results showed that the community was very satisfied with health services with a performance score obtained of 429 with an average of 4.29. However, there are several indicators in quadrant I of the Cartesian diagram that are the top priority for improvement because they do not meet the wishes of the community, namely clear service standards, the ability of health workers and employees to use tools in the service process, the expertise of health workers and employees in using tools in the service process, health workers and employees perform services carefully, all complaints are responded to by health workers and employees, health workers and employees provide timely guarantees in services, and health workers and employees serve with politeness and courtesy.

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Availability

Detail Information

Series Title

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Call Number

T1590612024

Publisher

Indralaya : Jurusan Ilmu Administrasi Publik, Fakultas Ilmu Sosial dan Politik Universitas Sriwijaya., 2024

Collation

xviii, 151 hlm.; ilus.; 29 cm

Language

Indonesia

ISBN/ISSN

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Classification

362.106 807

Content Type

Text

Media Type

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Carrier Type

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Edition

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Subject(s)

Jurusan Ilmu Administrasi Publik
Pelayanan kesehatan — Evaluasi

Specific Detail Info

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Statement of Responsibility

TUTI

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