Analisis kepuasan pelanggan internal dan eksternal sebagai dasar pengembangan mutu pelayanan puskesmas di Kabupaten Seruyan
ISMIRANTO, dr. Tjahjono Kuntjoro, MPH., DrPH
2009 | Tesis | S2 Ilmu Kesehatan MasyarakatLatar Belakang: Pada tahun 2007 Pemerintah Daerah Kabupaten Seruyan mengeluarkan kebijakan pelayanan kesehatan gratis di Puskesmas. Berdasarkan pengamatan di beberapa puskesmas jumlah kunjungan pasien akan meningkat sehingga beban kerja petugas bertambah, pada sisi lain tidak ada penambahan insentif, kinerja petugas turun sehingga mutu pelayanan kesehatan akan rendah. Rendahnya mutu pelayanan disebabkan adanya kesenjangan antara persepsi dan harapan pelanggan, oleh karena itu Dinas Kesehatan Kabupaten Seruyan perlu melakukan analisis kepuasan pelanggan eksternal dan internal. Tujuan: Untuk mengetahui harapan dan persepsi pelanggan eksternal dan internal terhadap mutu pelayanan di puskesmas, mengetahui kesenjangan antara harapan dan persepsi pelanggan sebagai bahan dalam mengembangkan strategi pengembangan mutu pelayanan di puskesmas. Metode Penelitian: Penelitian studi kasus deskriptif. Lokasi penelitian di Puskesmas Pembuang Hulu, Puskesmas Rantau Pulut I dan Puskesmas Kuala Pembuang I Kabupaten Seruyan. Sampel penelitian ini adalah 75 orang pasien dan 18 orang petugas kesehatan. Cara pengambilan sampel secara purposive sampling dengan kriteria inklusi. Hasil : Skor gap tertinggi untuk pelanggan eksternal untuk : (a) Puskesmas Kuala pembuang I yaitu responsivenees, assurance, emphaty, tangible, (b) Puskesmas Pembuang Hulu yaitu reliability, responsivenees, assurance, emphaty, tangible, (c) Puskesmas Rantau Pulut I yaitu reliability, responsivenees, assurance, emphaty, tangible. Sedangkan skor gap tertinggi untuk pelanggan internal untuk : (a) Puskesmas Kuala pembuang I yaitu reliability, assurance, tangible, (b) Puskesmas Pembuang Hulu yaitu responsivenees, assurance, emphaty, tangible, (c) Puskesmas Rantau Pulut I yaitu reliability, responsivenees, assurance, emphaty. Kesimpulan : Pelanggan eksternal dan pelanggan internal belum puas terhadap mutu pelayanan yang ada. Strategi pengembangan mutu pelayanan berdasarkan kepuasan pelanggan eksternal dan internal diantaranya perbaikan sarana informasi, pelatihan petugas, pengembangan sistem komputerisasi, memberikan jasa medis secara adil dan melakukan survei kepuasan pelanggan.
Background: In 2007 the district government of Seruyan issued a policy of free health service at health centers. Based on the preliminary observation at some health centers, the number of patients visiting health centers is increasing so that there is an increase of workload of staff; on the other hand there is no extra incentive, so that the performance of staff is declining leading to low quality of health service. Low quality of service may be indicated by the existence of gaps between perception and expectation of customers, therefore Seruyan District Health Office needs to analyze external and internal customer satisfaction. Objective: To identify the expectation and perception of external and internal customers about quality of service at health centers; to identify gaps between expectation and perception of customers as an input to develop a service quality development strategy at the health center. Method: This was a descriptive case study. The location of the study were Pembuang Hulu, Rantau Pulut I, and Kuala Pembuang I Health Center, District of Seruyan. Samples consisted of 75 patients and 18 health staff selected with purposive sampling technique and inclusion criteria. Result: The highest score of gap of quality dimension for external customers at (a) Kuala Pembuang I Health Center were responsiveness, assurance, empathy, tangibles; (b) Pembuang Hulu Health Center were reliability, responsiveness, assurance, empathy, tangibles; c) Rantau Pulut I Health Center were reliability, responsiveness, assurance, empathy, tangibles. Meanwhile, the highest score of gap of quality dimension for internal customers at: (a) Kuala Pembuang I Health Center were reliability, assurance, tangibles; (b) Pembuang Hulu Health Center were responsiveness, assurance, empathy, tangibles; (c) Rantau Pulut I Health Center were reliability, responsiveness, assurance, empathy. Conclusion: Both external and internal customers were dissatisfied with the quality of service. Strategies for service quality development based on satisfaction of external and internal customers included improvement of facilities for information, staff training, computerized system development, the provision of fair medical fee, and conducting a survey on customer satisfaction.
Kata Kunci : Kepuasan pelanggan,Strategi pengembangan,Mutu pelayanan,Pusat kesehatan masyarakat, customer satisfaction, development strategy, quality of service, health centers
