Analisis Mutu Pelayanan Institusi Penerima Wajib Lapor bagi Pecandu dan Korban Penyalahgunaan Napza(Studi pada Rumah Sakit Jiwa Grhasia Daerah Istimewa Yogyakart)

Lulus Rubiono Affandi , Ambar Widaningrum

2016 | Tesis | S2 Magister Administrasi Publik

ABSTRACT Name : Lulus Rubiono Affandi Programs of Study : Master of Public Administration Title : Analysis of Quality of Services Of The Recipient Institution Of Drug Addict and Drug Abuse Victims (Case Of Grhasia Mental Health Hospital of Yogyakarta Special Region) This research aims to observe quality of service one of The Report Obligatory Recipient Institution for drug addict and drug abuse victim in Special Region of Yogyakarta that is drug rehabilitation service of Grhasia Mental Hospital. It carried out by quantitative method to determine the quality of service based on the customer’s perspective and qualitative method to determine the quality of service based on the provider’s perspective. The approach used in the quantitative method is survey’s approach of the customer satisfaction using servqual model. Data collection techniques used questionnaires with 52 samples. The approach used in qualitative method is formative evaluation approach. Data collection techniques used in formative evaluation approaches are interviews and secondary data study. Based on the research with quantitative methods concluded that the quality of drug rehabilitation service of Grhasia Mental Hospital give satisfaction yet to the patients because of there are gaps between patients’s perception and expectation of all the service dimensions. The biggest gap is responsiveness dimension and the next sequences are assurance, tangible, reliability, and empathy. Then, based on the research results with qualitative methods concluded that drug rehabilitation service of Grhasia Mental Hospital is not good enough. According to the interviews result, this is because of the method used in drug rehabilitation service of Grhasia Mental Hospital not fully in accordance with service standards. Therefore it is necessary efforts to improve the quality of drug rehabilitation service of Grhasia Mental Hospital of all of the service dimensions and adjustment methods are executed in accordance with the service standard so that the service can provide customer satisfaction and in accordance with existing service standards. Keywords : quality of drug rehabilitation service, Grhasia Mental Hospital, Servqual.

Kata Kunci : Rehabilitasi; Narkotika