UIJRT » United International Journal for Research & Technology

Analysis of Community Satisfaction on Service Quality During the Covid 19 Pandemic at the Puskesmas Bintaro Village

Total Views / Downloads: 149 

Cite ➜

Simangunsong, R.E. and Rahayu, S., 2021. Analysis of Community Satisfaction on Service Quality During the Covid 19 Pandemic at the Puskesmas Bintaro Village. United International Journal for Research & Technology (UIJRT), 2(8), pp.57-63.

Abstract

SKM (Community Satisfaction Survey) conducted at the Puskesmas Bintaro Village, Pesanggrahan District is useful for measuring the level of satisfaction and service improvement. Puskesmas as a public service agency, it is necessary to develop IKM (Community Satisfaction Index) as a benchmark for public service performance. During the Covid-19 pandemic, the implementation of SKM was still carried out and did not become an obstacle. The research, which was conducted at Puskesmas Bintaro Village, was a descriptive research, quantitative method with measurements using a Likert scale. The sampling technique used was simple random sampling and a sample of 100 respondents was obtained. The questionnaire used is a community satisfaction index questionnaire according to the Regulation of the Minister for Empowerment of State Apparatus and Bureaucratic Reform Number 14 of 2017. In this study, the majority of respondents were women as many as 61%, high school education graduates as much as 58%, age 15-49 years as many as 70%. Overall, of the nine service elements, the IKM value is 93,018. This shows that the IKM at the Puskesmas Bintaro Village in 2020 is categorized as Service Quality A. The service element that is not good is the result of service time, implementing competence, facilities and infrastructure, handling complaints and suggestions, implementing behavior, service requirements, system mechanisms and procedures. The results of this study can be used as a driving force for each health center to improve the quality of its services.

Keywords: Community Satisfaction Survey, IKM, Community Health Center, Public Service, Covid 19 Pandemic.

References

  1. Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi No 14 Tahun 2017.
  2. Undang Undang No. 25 Tahun 2009 tentang Pelayanan Publik
  3. Sinambela, dkk dalam M.dkk. (2018). Administrasi Publik Untuk Pelayanan Publik. Bandung: Alfabeta
  4. Peraturan Menteri Kesehatan Republik Indonesia Nomor 75 Tahun 2014 Tentang Pusat Kesehatan Masyarakat
  5. World Health Orgnization. Archived: WHO Timeline – COVID-19 [available at: https://www.who.int/news/item/27-04-2020-who-timeline—covid-19]
  6. Laporan Hasil Survei Kepuasan Masyarakat Puskesmas Kelurahan Bintaro Tahun 2020
  7. Sujarweni, V.W.2020.Metodologi Penelitian Lengkap, Praktis, dan Mudah Dipahami.Yogyakarta: Pustakabarupress
  8. Bayram, C., Pollack, A.J., Britt, H., Charles, J. Why woman see their GP more than men. University of Sydney.2016
  9. Quyen, B.T.T., Ha, N.T., Minh, H.V. Outpatient satisfaction with primary health care services in Vietnam: Multilevel analysis results from The Vietnam Health Facilities Assessment.2015
  10. Rumengan, D.S.S., Umboh, J.M.L., &Kandau, G.D. Faktor-Faktor yang berhubungan dengan Pemanfaatan Pelayanan Kesehatan Pada Peserta BPJS di Puskesmas Paniki Bawah Kecamatan Pamanget Kota Manado.2015
  11. WHO: Mempertahankan Layanan Kesehatan Esensial: Panduan Operasional Untuk Konteks COVID-19 [available at: https://www.who.int/docs/default-source/searo/indonesia/covid19/maintaining-essential-health-services—ind.pdf?sfvrsn=d8bbc480_2]
  12. Alayyannur, Putri Ayuni. The Urgency of Calculating the Community Satisfaction Index on the Utilization of Community Health Centre.2019
  13. Kotler, Philip and Keller, K. L, 2016.Marketing Management,15th Edition, Pearson Education, Inc.

For Conference & Paper Publication​

UIJRT Publication - International Journal