Harapan pelanggan dan Linatih terhadap pelayanan Balai Pelatihan Kesehatan (BAPELKES) Provinsi Kalimantan Selatan

BASUKI, Slamet Pudji, dr. Tjahjono Kuntjoro, MPH.,DrPH

2008 | Tesis | S2 Ilmu Kesehatan Masyarakat (Kebij. dan Manaj. Pe

Latar Belakang : Balai Pelatihan Kesehatan Provinsi Kalimantan Selatan mempunyai fungsi menyelenggarakan Diklat dibidang kesehatan, memberi pelayanan infomasi, ilmu pengetahuan dan teknologi kesehatan serta pengembangan sumber daya manusia. Kinerja karyawan dan Pelayanan Bapelkes belum memuaskan pelanggan. Bapelkes perlu menggali harapan pelanggan internal dan eksternal dan memenuhi harapannya agar mutu kerja karyawan meningkat dan pelanggan puas. Tujuan penelitian : adalah mengetahui harapan pelanggan dan upaya manajemen meningkatkan mutu pelayanan sehingga dapat ditetapkan strategi peningkatan mutu di Bapelkes. Metode Penelitian : Penelitian kualitatif, subyek penelitian pelanggan internal, pelanggan eksternal dan manajemen Bapelkes. Pengumpulan data dilakukan pada bulan Mei sampai dengan Agustus 2007. Data penelitian diperoleh melalui wawancara mendalam dan Diskusi Kelompok Terarah untuk harapan linatih. Hasil penelitian : Menunjukkan harapan pelanggan internal terhadap pekerjaan, imbalan, kondisi kerja, peralatan kerja dan hubungan interpersonal belum terpenuhi. Karyawan mengharapkan diberdayakan, ditingkatkan kemampuan melalui Diklat dan Pendidikan, ditingkatkan kesejahteraan dengan pemberian insentif secara adil dan transparan, kondisi dan peralatan kerja memadai, hubungan dengan atasan dan sesama karyawan baik. Ketidakpuasan karyawan merupakan salah satu faktor penyebab pelayanan Bapelkes belum memuaskan. Kinerja pelayanan Bapelkes belum sesuai dengan harapan pelanggan eksternal. Hal ini disebabkan Manajemen tidak mengetahui harapan pelanggan, tidak memiliki desain dan standar pelayanan yang tepat dan pelayanan yang diberikan tidak seseuai standar. Pelanggan mengharapkan perbaikan pelayanan diklat, akomodasi dan konsumsi. Upaya manajemen Bapelkes untuk meningkatkan mutu belum beorientasi kepuasan pelanggan. Sistem Imbalan dan promosi belum dikaitkan dengan kepuasan pelanggan, kegiatan mengindentifikasi masalah pelanggan melalui pemantuan keluhan pelanggan, umpan balik dan perbaikan proses dan prosedur untuk meningkatkan mutu pelayanan belum efektif. Kesimpulan : harapan pelanggan internal terhadap pekerjaan, imbalan, kondisi dan faslitas kerja, hubungan interpersonal belum terpenuhi. Kinerja pelayanan Bapelkes belum sesuai harapan pelanggan. Upaya manajemen meningkatkatkan mutu belum berorentasi kepuasan pelanggan.

Background: Bapelkes of South Kalimatan Province has a function to provide an education training on health sector, providing services on information, knowledge and health technology and also development on human resources. Employee’s performance and service of the Bapelkes has not satisfying its customers. Bapelkes needs to dig up their internal and external customer and fulfil their expectations in order to improving their work quality and satisfying their customer. Objective: This research purpose is to learn customer expectation and management effort to improve its service quality to establish a quality improvement strategy at the Bapelkes. This research is a qualitative research, the research subject are internal and external customer and Bapelkes management. Result: Research result indicates that internal customer expectation regarding their work, reward, working condition, working equipment and interpersonal relation have not been fulfiled. Employee expect to be empowered, to enhance their skill through education and training, to improve their welfare by given fairly and transparant incentive, to have proper work condition and equipment, and good relation with their supervisor and fellow employee. Employee dissatisfaction is one of the factor the Bapelkes service’s has not been satisfying yet. Bapelkes service performance has not meet the external customer expectation. It’s because the management doesn’t know their customer expectation, doesn’t have proper design and service standard and the service provided doesn’t meet the standard. Customer expecting an improvement on training service, accomodation and consumption. Bapelkes management efforts to improve quality has not oriented on customer satisfaction base yet. Reward system and promotion have not related on customer satisfaction, the customer problem identification activity through customer complaint monitoring, feed back and process and procedure improvement to enhance service quality have not been effective. Conclusion: Internal customer expectation regarding their work, reward, work condition and facility, and interpersonal relation have not been meet yet. Bapelkes service’s performance has not meet customer expectation. Management effort to enhance quality has not oriented on customer satisfaction yet.

Kata Kunci : Layanan Kesehatan,Institusi Diklat