Analisis Pelayanan Perizinan Untuk Meningkatkan Mutu Pelayanan Terhadap Tingkat Kepuasan Pengguna Layanan Di Dinas Kesehatan Kabupaten Klaten

Abstract

The writing of this research project is to assess the level of satisfaction of Licensing service users at the Klaten District Health Office. The crucial thing is that raising the quality of public service cannot be done more effectively because doing so would increase inward investment. Public Service is a strategy that is used to address the needs of the general public, the general public, and the supreme law of the land. Mixed Methodology, an analytical approach that combines quantitative and qualitative record examination, is the methodology used in this research work. The study indicators outlined in the Community Satisfaction Survey Guidelines for the implementation of public services were used by researchers in the analysis conducted a result of the Klaten Health Office. According to the questionnaire, 100 users of the licensing service from the Klaten District Health Office experienced IKM scores of approximately 90% that were converted into service quality ratings of "very good" or "A," based on the questionnaire's results and respondents' responses. This result represents an improvement of about 40% from the previous year. Then, the subject uses a Cartesian analysis diagram or an Importance Performance Analysis to illustrate the relationship between the service level agreement and the contract. They found that quadrant A elements which are the Top Priorities to optimize include service procedures and service time, and quadrant A elements which are elements that must be maintained, include service requirements, costs/tariffs, product specifications, executor competency, implementer behavior, service announcements, complaints handling suggestions, and service input. In relation to the research findings that have been carried out, the researcher offers suggestions for improving the service process in terms of service procedures and time so that service process reform at the Klaten District Health Office receives special attention.