Service quality analysis on customer satisfaction at Mojolaban Community Health Center

Talita Anora Sulinati

Abstract

Abstrak: Penelitian ini bertujuan untuk mengetahui: (1) menganalisis dimensi yang perlu diperbaiki untuk meningkatkan kepuasan pelanggan berdasarkan IGA, (2) menganalisis Tingkat kepuasan pasien terhadap dimensi kualitas playanan di Puskesmas Mojolaban berdasarkan CSI, (3) menganalisis Upaya Puskesmas Mojolaban dalam meningkatkan kualitas pelayanan untuk mencapai kepuasan pelanggan. Penelitian ini menggunakan pendekatan kuantitatif deskriptif dengan pengumpulan data menggunakan metode survei melalui kuesioner. Teknik pengambilan sampel yang digunakan adalah non probability sampling dengan teknik incidental sampling. Adapun sampel yang digunakan dalam penelitian ini berjumlah 80 responden di Puskesmas Mojolaban. Pengumpulan data dilakukan dengan angket dan wawancara. Teknik analisis data yang digunakan yaitu Improvement Gap Analysis (IGA) dan Customer Satisfaction Index (CSI). Hasil Penelitian ini, melalui metode IGA, terdapat tiga atribut yang perlu diperbaiki oleh Puskesmas Mojolaban yaitu dua atribut Reliability (H1 dan H3) dan satu atribut Tangible (F1). Dengan metode CSI, secara keseluruhan didapatkan hasil kepuasan pasien Puseksmas Mojolaban termasuk dalam kategori “Kurang Puas”. Upaya atau rencana tindak lanjut yang dilakukan Puskesmas Mojolaban adalah melakukan perbaikan pada 3 prioritas perbaikan layanan, yaitu terkait 1) Waktu Pelayanan; 2) Produk Pelayanan; dan 3) Persyaratan Pelayanan.

 

Kata kunci : indeks kepuasan konsumen; improvement gap analysis; kepuasan pelanggan; kualitas pelayanan; puskesmas

 

Abstract: This research aims to determine: (1) analyze the dimensions that need to be improved to increase customer satisfaction based on IGA, (2) analyze the level of patient satisfaction towards the quality of service dimensions at Mojolaban Health Center based on CSI, (3) analyze the efforts of Mojolaban Health Center in improving the quality of services to achieve customer satisfaction. This study uses a quantitative descriptive approach. This research is a quantitative descriptive study with data collection using survey methods through questionnaires. The sampling technique used is non-probability sampling with incidental sampling technique. The sample used in this study consisted of 30 customer respondents at Mojolaban Health Center. Data collection was done by questionnaire and interview. The data analysis technique used is Improvement Gap Analysis (IGA) and Customer Satisfaction Index (CSI). The results of this study, through the IGA method, there are three attributes that need to be improved by the Mojolaban Health Center, namely two Reliability attributes (H1 and H3) and one Tangible attribute (F1). With the CSI method, overall the results of patient satisfaction at the Mojolaban Health Center are included in the "Less Satisfied" category. The improvement or follow-up plans made by the Mojolaban Health Center are to make improvements to 3 service improvement priorities, namely related to 1) Service Time; 2) Service Products; and 3) Service Requirements.

 

Keywords: customer satisfaction index; improvement gap analysis; customer satisfaction; service quality; community health center

Keywords

indeks kepuasan konsumen; improvement gap analysis; kepuasan pelanggan; kualitas pelayanan; puskesmas; customer satisfaction index; improvement gap analysis; customer satisfaction; service quality; community health center

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DOI: https://doi.org/10.20961/jikap.v9i3.100950

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