Kualitas Pelayanan Rawat Jalan Puskesmas Tanjung Palas Berdasarkan Metode Importance Performance Analysis

Muazansyah, Imam; Sudirman, Irsyad

doi:10.26740/jpsi.v3n2.p75-83

Cited by 3 publications

(3 citation statements)

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“…Peraturan Menteri Kesehatan Nomor 43 Tahun 2019 Pasal 7 menyatakan bahwa puskesmas berwenang dalam pelaksanaan pencatatan, pelaporan, serta evaluasi terhadap mutu dan akses atas pelayanan kesehatan. Berdasarkan penelitian Muazansyah (2019), Puskesmas masih belum mampu memberikan kepuasan pasien dalam upaya pemberian layanan kesehatan. Sebagai ujung tombak layanan kesehatan, maka Puskesmas perlu memperhatikan aspek-aspek yang berkaitan dengan kualitas pelayanannya (Wati, 2014).…”

Section: Pendahuluanunclassified

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Ningrum,

Oktariyanda

2023

Publika

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Pelayanan publik menjadi hal penting bagi pemerintah dalam rangka memenuhi kebutuhan dan kesejahteraan masyarakat. Kesejahteraan dapat dicapai melalui layanan kesehatan yang bermutu. Pemerintah menjamin kesehatan masyarakat melalui pembentukan Badan Penyelenggara Jaminan Sosial Kesehatan dengan program Jaminan Kesehatan Nasional. Selama ini dalam pelaksanaannya masih banyak ditemukan permasalahan pelayanan pasien BPJS yaitu antrian pelayanan, lamanya pengambilan tindakan kepada pasien, dan lamanya waktu tunggu pelayanan. Oleh karena itu diperlukan penelitian lebih dalam mengenai kualitas pelayanan yang diterima khususnya bagi pasien BPJS Kesehatan. Dengan adanya penelitian ini dapat mendeskripsikan kualitas pelayanan publik pasien BPJS Kesehatan di Puskesmas Kepadangan. Jenis penelitian ini adalah deskriptif dengan pendekatan kualitatif. Fokus dalam penelitian ini adalah kualitas pelayanan pasien BPJS yang terlaksana di Puskesmas Kepadangan Kabupaten Sidoarjo. Dalam melakukan analisis, peneliti menggunakan teori Ida Hadiyati dkk (2017) tentang kualitas pelayanan berdasarkan harapan pasien JKN yang terdiri atas 11 aspek. Hasil dari penelitian ini menunjukkan bahwa kualitas pelayanan pasien BPJS Kesehatan di Puskesmas Kepadangan cukup baik dan memuaskan. Aspek yang menunjang kualitas pelayanan adalah pelayanan medik, keamanan, akses, transparansi informasi, kesetaraan, iuran biaya, serta kualitas antar bagian. Sedangkan aspek yang masih perlu ditingkatkan adalah aspek sarana prasarana yakni kebutuhan ruangan, aspek karyawan yakni penambahan petugas di bagian rekam medis, aspek pelayanan administrasi yakni kejelasan waktu tunggu layanan, serta aspek kepercayaan yakni kenyamanan pasien atas kepastian waktu pelayanan. Saran yang bisa peneliti berikan kepada Puskesmas Kepadangan adalah menambah ruangan, menambah jumlah karyawan serta menepati standar waktu pelayanan dan menyampaikannya kepada pasien agar tidak mengganggu kenyamanan pasien. Public services are important for government to get welfare of the community.Welfare can be achieved through quality health services. Government guarantees public health through the establishment of BPJS Health with National Health Insurance program. But in its implementation, there are many problems with BPJS patient services such as service queues, length of time to take action patients, and length of time waiting for services. Therefore, deeper research is needed regarding the service quality especially for BPJS Health patients. With this research, it can describe sevice quality for BPJS patients at Kepadangan Public Health Center. This research is descriptive with qualitative approach. Focus in this study is quality of BPJS patient at Kepadangan Public Health Center, Sidoarjo District. Researchers analyze used theory of Ida Hadiyati et al (2017) regarding service quality based on JKN patients expectations which consists of 11 aspects. The results of this study indicate that quality service for BPJS Health patients at the Kepadangan Public Health Center is quite good and satisfactory. Aspects that support service quality are medical services, security, access, information disclosure, balance, costs, and quality between departments. While the aspects that still need to be improved are infrastructure aspect especially adding rooms, employee aspect especially addition of officers in medical records, administrative service aspect especially clarity of service waiting times, and trust aspect especially patient comfort with certainty of service time. Suggestions that can give to Kepadangan Public Health Center are adding rooms, adding employees, adhering service time standards and conveying time to patients.

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Section: Pendahuluanunclassified

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Ningrum,

Oktariyanda

2023

Publika

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“…"Hal tersebut juga berlaku dalam pelayanan jasa lainnya. Pelayanan dapat diterima jika melebihi harapan masyarakat, maka diapresiasikan sebagai kualitas pelayanan ideal (Muazansyah & Sudirman, 2019 1) Sepeda motor senilai Rp 20.000,-2) Mobil penumpang dan barang berat < 3.500 kg senilai Rp 40.000,-3) Mobil barang dan bus > 3.500 kg senilai Rp 60.000,-Kemudian proses penarikan retribusi Parkir Berlanggan dilakukan dengan menambah jumlah pembayaran pajak dan tarif stiker yang telah ditentukan. Pada hasil pemungutan retribusi pelayanan Parkir Berlangganan ini akan dialokasikan dengan 3 cara, yaitu kerjasama bagi hasil dengan pertama sebesar 82% untuk Pemerintahan Daerah dari realisasi penerimaan, kedua sebesar 13% untuk Pemerintahan Provinsi dari realisasi penerimaan, dan ketiga sebesar 5% untuk Kepolisian Resort Tuban dari realisasi penerimaan.…”

Section: Hasil Dan Pembahasanunclassified

Kualitas Pelayanan Parkir Berlangganan Untuk Meningkatkan Pendapatan Retribusi Parkir Di Dinas Perhubungan Kabupaten Tuban

Vipriyanti¹,

Meirinawati²

2021

Publika

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Pelayanan publik merupakan pelayanan dasar dalam penyelenggaraan pemerintah yang berorientasi kepada masyarakat. Untuk melaksanakan hal tersebut, Dinas Perhubungan membenahi dirinya supaya target-target yang ditetapkan dapat tepenuhi, salah satunya diterapkan Parkir Berlangganan pada pertengahan tahun 2017 yaitu bulan september. Parkir Berlangganan ini bertujuan untuk meningkatkan Pendapatan Asli Daerah (PAD) dari sektor retribusi parkir sekaligus memberikan kenyamanan pelayanan dalam penggunaan parkir. Namun hingga saat ini masih terdapat beberapa permasalahan pelayanan di lapangan, seperti juru parkir liar, menurunnya kapasitas jalan, protes pemilik bangunan atau usaha sekitar jalan, menyebabkan kemacetan yang signifikan dan masyarakat masih memberikan uang parkir pada juru pakir dinas. Penelitian ini bertujuan mendiskripsikan kualitas pelayanan parkir berlangganan di Dinas Perhubungan Kabupaten Tuban. Jenis penelitian menggunakan deskriptif dengan pendekatan kualitatif. Fokus dalam penelitian ini menggunakan teori dimensi kualitas pelayanan menurut Zeithaml, Berry dan Parasuraman (dalam Nurdin, 2019) yang meliputi: 1) Tangibles (Bukti Langsung); 2) Reliability (Keandalan); 3) Responsiveness (Daya Tanggap); 4) Assurance (Jaminan); dan 5) Emphaty (Empati). Hasil penelitian yang diperoleh menunjukkan bahwa pada fokus pertama tangibles terbukti adanya penampilan petugas berseragam lengkap dan fasilitas penunjang layanan yang lengkap, kedua reliability menunjukkan adanya petugas memperhatikan kerahaman serta diterapkannya JUKIR SITOHA, ketiga responsiveness terbukti dengan profesionalisme kerja yang dilakukan petugas, keempat assurance menunjukkan bahwa pengguna parkir memiliki hak sesuai Perbup 38 Tahun 2017 pasal 16, dan kelima emphaty dibuktikan dengan adanya kepedulian petugas dan tidak ada tindakan diskriminatif pelayanan kepada pengguna parkir. Akan tetapi, pada pelaksanaannya masih terdapat beberapa kendala sehingga Dinas Perhubungan selalu berusaha membenahi pelaksanakan pelayanan Parkir Berlangganan. Kata Kunci: Kualitas Pelayanan, Retribusi, Parkir Berlangganan Public services are essential services in community-oriented government administration. To do this, the Department of Transportation is fixing itself so that the targets set can be met, one of which is the subscription parking in mid-2017, that is in September. Subscription Parking aims to increase local revenue (PAD) from the parking fee sector while providing service convenience in using the parking. However, there are still several service problems in the field, such as illegal parking attendants, decreased road capacity, protests from building owners or businesses around the road, causing significant congestion, and people still giving parking fees to official parking attendants. This study aims to describe the quality of subscription parking services at the Tuban Regency Transportation Service. This type of research uses a descriptive qualitative approach. The focus in this study uses the theory of service quality dimensions according to Zeithaml, Berry and Parasuraman (in Nurdin, 2019) which includes: 1) Tangibles; 2) Reliability); 3) Responsiveness; 4) Assurance; and 5) Empathy. The results of the research obtained indicate that the first focus of tangibles is evident in the appearance of officers in full uniform and complete service support facilities, second, reliability shows that officers pay attention to understanding and the application of JUKIR SITOHA, the third responsiveness is proven by the professionalism of the work performed by the officers, the fourth assurance shows that users parking has rights according to Perbup 38 of 2017 article 16, and the five empathy is proven by the care of officers and there is no discriminatory service to parking users. However, in its implementation there are still several obstacles so that the Transportation Agency is always trying to fix the implementation of Subscription Parking services. Keyword: Service Quality, Retribution, Parking Subscription

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“…A decrease in the number of community visits to public health centers can be caused by community dissatisfaction with public health center services. This dissatisfaction indicates that the services provided by the health center have yet to meet community expectations (Muazansyah & Sudirman, 2019).…”

Section: Introductionmentioning

confidence: 99%

Application of Importance Performance Analysis Method in Measuring the Level of Community Satisfaction with the Quality of Service of the Minasa Upa Public Health Center

Muchlis

Saleh

Hafid

2022

jsiems

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Purpose: The purpose of this study was to measure the level of patient satisfaction with service quality at the Minasa Upa Health Center. Design/methodology/approach: This study uses the Importance Performance Analysis (IPA) method to measure community satisfaction with service quality. Data was obtained by distributing questionnaires. Five dimensions are measured: tangible variables, reliability, responsiveness, assurance, and empathy. Findings: The results of this study indicate that the quality of service at the Minasa Upa Public Health Center in terms of five dimensions results in a perception value below the expected value. These results suggest that patient satisfaction with services at the Minasa Upa Health Center in Makassar city still needs to be fulfilled. Research limitations/implications: This research was fieldwork at the Minasa Upa Public Health Center. The respondents in this study were people who had visited or received treatment at the Minasa Upa Public Health Center, as many as 100. Originality/value: Public Health Center describes a public service engaged in health services that has an essential role in the National Health System. Public Health Center is a health service provider organization that exists in all regions. The quality of service at the Minasa Upa Public Health Center is still not good, as evidenced by the perceived value, which is still below the expected value and has led to decreased public confidence in seeking treatment at the health center. So, this can affect the decline in health levels in the community. In addition to this, facilities and infrastructure factors still do not satisfy service users.

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Kualitas Pelayanan Rawat Jalan Puskesmas Tanjung Palas Berdasarkan Metode Importance Performance Analysis

Cited by 3 publications

References 0 publications

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Kualitas Pelayanan Publik Pasien Badan Penyelenggara Jaminan Sosial Kesehatan Di Puskesmas Kepadangan Kabupaten Sidoarjo

Kualitas Pelayanan Parkir Berlangganan Untuk Meningkatkan Pendapatan Retribusi Parkir Di Dinas Perhubungan Kabupaten Tuban

Application of Importance Performance Analysis Method in Measuring the Level of Community Satisfaction with the Quality of Service of the Minasa Upa Public Health Center

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