Hubungan kepuasan pelanggan dengan minat memanfaatkan kembali Unit Palaksana Teknis Dinas Balai Pengembangan Ketrampilan Khusus Tenaga Kesehatan (UPTDK-BPKKTK) Dinas Kesehatan Provinsi Bali

ADI, Dwinta Pratiwi, dr. Kristiani, SU

2006 | Tesis | S2 Ilmu Kesehatan Masyarakat (Kebij. dan Manaj. Pe

Latar belakang : UPTD-BPKKTK Dinas Kesehatan Provinsi Bali sebagai lembaga penyelenggara pelatihan yang memberikan jasa pelayanan harus berfokus pada kepuasan pelanggan. Kepuasan pelanggan diperlukan agar pelanggan berminat memanfaatkan. Informasi kepuasan pelanggan dapat menjadi bahan pengambilan keputusan untuk perbaikan pelayanan kepada pelanggan di masa depan. Tujuan penelitian : secara umum adalah untuk mengetahui hubungan kepuasan pelanggan dengan minat memanfaatkan UPTD-BPKKTK Dinas Kesehatan Provinsi Bali. Metode penelitian : Penelitian ini menggunakan rancangan cross sectional dengan metode kuantitatif dan kualitatif. Subjek penelitian adalah pelanggan yang memanfaatkan pelayanan di UPTD-BPKKTK pada bulan Agustus-Oktober 2006. Instrumen penelitian berupa kuesioner dan panduan wawancara mendalam. Analisis data kuantitatif dengan analisis univariat, analisis bivariat korelasi product moment untuk mengetahui hubungan antara kepuasan pelanggan dengan minat memanfaatkan. Data kualitatif disajikan dalam bentuk naratif. Hasil penelitian : Pelanggan cukup puas dengan pelayanan pendidikan dan pelatihan, pelayanan fasilitas belajar, pelayanan penginapan dan pelayanan konsumsi. Rata-rata skor kepuasan linatih terhadap pelayanan konsumsi yang paling tinggi 3,81 sedangkan kepuasan pelayanan penginapan paling rendah 3,47. Kepuasan terhadap pelayanan keseluruhan 3,63 katagori antara cukup puas. Dilihat dari dimensi mutu pelayanan fasilitas belajar harus dibena hi sisi tangibles, peningkatan pelayanan penginapan dari dimensi reliabelity, responsivenees, dan dimensi assurance. Pelayanan pendidikan dan pelatihan harus ditingkatkan dari dimensi empathy. Hasil uji korelasi product moment menunjukkan hubungan positif antara kepuasan pelanggan dengan minat memanfaatkan kembali. Pelanggan penyandang dana/pengelola program cukup puas terhadap pelayanan konsumsi dan kurang puas terhadap pelayanan penginapan. Alasan-alasan pelanggan linatih berminat untuk memanfaatkan UPTD-BPKKTK adalah tempat yang nyaman dan dekat pantai serta kepuasan selama mengikuti pelatihan. Minat penyandang dana/pengelola program karena kepuasan linatih selama mengikuti pelatihan dan tarif yang sesuai dengan dana yang dimiliki. Kesimpulan : Kepuasan pelanggan berhubungan dengan minat memanfaatkan UPTD-BPKKTK. Alasan yang mempengaruhi minat pelanggan memanfaatkan UPTD-BPKKTK adalah tempat yang nyaman, dekat pantai serta kepuasan linatih dan tarif sesuai dengan dana yang ada.

Background. UPTD-BPKKTK (The Technical Operation Unit of the Office of Special Skill Development for Health Officers) of Bali Provincial Health Office as an institution which holds trainings and gives services, is demanded to focus on customer satisfaction in order to gain interest of its customers to reuse its facilities and services. In addition, the information on customer satisfaction is a very good material for decision making in relation to the service improvements in the future. Objective. Basically, the objective of the research was to figure out the relation between customer service and interest to reuse UPTD-BPKKTK of Bali Provincial Health Office. Research Methods. This research was conducted by using cross-sectional design with quantitative and qualitative methods. The subjects of the research were customers who took benefits from the service of UPTD-BPKKTK from August to October 2006. The instruments of this research were questionnaires and in-depth interview guide. Quantitative data were analyzed statistically by using product moment correlation test. This analysis was done to know the relation between customer satisfaction and interest to use. Meanwhile, qualitative data were presented in narration format. Result. The customers were quite satisfied with the services of education and trainings, studying facilities, accommodation, and consumption. The mean score of trainee satisfaction towards consumption service was the highest score of all categories, which was 3.81, on the opposite the score of accommodation service was the lowest, which was 3.47. The score of service satisfaction in whole was 3.63, which was included in the category of quite satisfied. From the perspective of service quality, there were several dimensions necessary to notice: tangibles, reliability, responsiveness, assurance, and empathy. From the tangibles dimension, improvements are needed in the area of studying facilities. From the dimension of reliability, responsiveness, and assurance, improvements are needed for accommodation service. And from the dimension of empathy, improvements have to be made for education and training services. Meanwhile, the result of product moment correlation test showed there was positive correlation between customer satisfaction and his/her interest to use facilities and services of UPTD-BPKKTK again. The clients who were program managers (the finance holders) were quite satisfied with the consumption service and less satisfied with accommodation service. The interest of trainee clients in using the facilities and services of UPTD-BPKKTK were more triggered by the cozy location, which was very close to the beach, and the satisfaction during their training sessions, while the interest of program managers (the finance holders) were more based on the satisfaction of their trainees during the training sessions and the suitable tariff that matched their finance condition. Conclusion. There was correlation between customer satisfaction and their interest to use facilities and services of UPTD-BPKKTK again. The reasons that influenced their interest were cozy location, trainee satisfaction, and suitable tariff.

Kata Kunci : Layanan Kesehatan,Kepuasan Pelanggan,UPTDK,BPKKTK, Customer Satisfaction, Interest to Reuse