Analisis pengaruh pengendalian hasil pengujian Balai Pemeriksaan Obat dan Makanan Semarang terhadap kepuasan pengguna jasa

ARYANTI, Drs. Wakhid Slamet Ciptono, MBA.,MPM

2001 | Tesis | S2 Farmasi

Penelitian ini bertujuan untuk mengetahui pengaruh pengendalian hasil pengujian Balai POM Semarang terhadap kepuasan pengguna jasa. Hasil pengujian merupakan bentuk keluaran berupa jasa, yang terdiri atas variabel kualitas hasil uji, waktu pengujian, dan mutu pelayanan, sedangkan pengguna jasa adalah pihak luar yang pernah memeriksakan sampel dengan biaya tertentu. Dalam pemberian jasa pelayanan terlibat suatu sistem Total Quality Service yang merupakan suatu manajemen strategik dan integratif untuk memperbaiki proses-proses organisasi secara berkesinambungan agar dapat memenuhi dan melebihi kebutuhan, keinginan, dan harapan pelanggan. Informasi diperoleh dari data primer dan sekunder. Data primer berasal dari kuesioner terhadap 35 pengguna jasa. Data sekunder diambil dari laporan tahunan kegiatan Balai POM Semarang Jawa Tengah dan wawancara kepada sekelompok personil Balai POM. Data-data kemudian diolah dan direkapitulasi. Masing-masing keluaran dicari pengaruhnya terhadap kepuasan pengguna jasa menggunakan product moment correlation, serta multiple regression untuk mencari pengaruh ketiga keluaran secara bersama-sama terhadap kepuasan pengguna jasa. Dari hasil penelitian, mutu pelayanan berpengaruh sangat kuat dengan kepuasan pengguna jasa (r = 0,845), kualitas hasil uji berpengaruh kuat dengan kepuasan pengguna jasa (r = 0,612), dan waktu pengujian berpengaruh sedang terhadap kepuasan pengguna jasa (r = 0,576). Secara bersama-sama mutu pelayanan, kualitas hasil uji, dan waktu pengujian berpengaruh kuat sekali terhadap kepuasan pengguna jasa (r = 0,896). Dengan nilai koefisien determinasi (R²) sebesar 0,802, dan koefisien determinasi yang disesuaikan (adjusted R²) sebesar 0,783, hal ini berarti 78,3 % variabel kepuasan bisa dijelaskan oleh variabel kualitas hasil uji, waktu pengujian, dan mutu pelayanan.

The objective of this study was to know influence of controlling the analysis result from Balai Pemeriksaan Obat dan Makanan Semarang or BPOM Semarang (Food and Drug Control Agency) with customer satisfaction. The analysis result was output which shaped service. There were analysis result quality, time analyzed, and quality of service. And the customer was external customer who gave their sample to be tested with paid. In this service involve a system which called Total Quality Service, was a management strategic and integrative system to repair organization process continuity to fulfil and exceed nedeed, wanted, and expectanly customer. Information were collected from primary and secondary data. Primary data were taken from 35 respondencee by survey using structured questionnaire. Secondary data were taken from the report of annual activities of BPOM Semarang and interview with staff BPOM Semarang. Data were arranged and recapitulated. Each of outputs were be found their influence with customer satisfaction with product moment correlation and multiple regression analyzed be used to be found influence of the third outputs with customer satisfaction. The result of this study was that correlation quality of service had a more strength correlation with customer satisfaction (r = 0.845), analysis result quality had a strength correlation with customer satisfaction (r = 0.612), and time analyzed had a proper strength correlation with customer satisfaction (r = 0.576). Analysis result quality, time analyzed, and quality of service as together had a more strength correlation with customer satisfaction (R=0.896). The value of coeficient determination (R²) was 0.802, and adjusted R square was 0.783. It means that 78.3 % satisfaction's variable can be explained with analysis result quality, time analyzed, and quality of service.

Kata Kunci : Manajemen Obat,Kepuasan Pelanggan, customer satisfaction, output, Total Quality Service