PERBANDINGAN KEPUASAN MAHASISWA TERHADAP KINERJA PEGAWAI SEBELUM DAN SESUDAH PENETAPAN BADAN LAYANAN UMUM (BLU) DI POLTEKKES KEMENKES BENGKULU

BETTY ANDIYARTI, dr. Lutfan Lazuardi, M.Kes, PhD.; Dr. dr. Dwi Handono Sulistyo, M.Kes

2015 | Tesis | S2 Ilmu Kesehatan Masyarakat

Latar Belakang : Sistem Kinerja Berbasis Badan Layanan Umum (BLU) menuntut Institusi Pendidikan yaitu untuk memberikan pelayanan kepada masyarakat sebagai penyedia barang atau jasa tanpa mencari keuntungan dan dalam pelaksanaannya didasarkan pada prinsip efisiensi dan produktifitas. Kinerja Badan Layanan Umum sudah mengacu pada pelayanan sektor publik yang menerapkan prinsip (1) kesederhanaan, (2) kejelasan, (3) kepastian waktu, (4) akurasi, (5) keamanan, (6) tanggung jawab, (7) kelengkapan sarana dan prasarana, (8) kemudahan akses, (9) kenyamanan, (10) kedisiplinan, kesopanan, dan keramahan. Dalam Institusi pendidikan, kinerja pelayanan dibidang akademik, laboratorium dan proses belajar mengajar harus bisa memberikan pelayanan yang optimal kepada mahasiswa sebagai pengguna jasa layanan, dalam penelitian ini kinerja pegawai tersebut akan dibahas berdasarkan 6 (enam) kriteria Indikator Kinerja Pegawai yaitu dari segi kualitas, kuantitas, ketepatan waktu, efektifitas, kemandirian, dan komitmen kerja. Tujuan Penelitian : Untuk melihat kinerja pegawai bagian administrasi akademik, pengelola laboratorium dan kinerja dosen pada proses pembelajaran dalam memberikan pelayanannya kepada mahasiswa sebagai pengguna jasa layanan di institusi pendidikan. Metode Penelitian : Penelitian ini menggunakan jenis pendekatan kualitatif. Dalam penelitian ini akan memberikan informasi mengenai dua situasi yang berbeda yaitu pengalaman masa lampau dan pengalaman pada saat ini, sehingga dapat diketahui kepuasan mahasiswa terhadap kinerja pegawai sebelum dan sesudah penetapan Badan Layanan Umum (BLU) di Poltekkes Kemenkes Bengkulu. Hasil : Sebelum penetapan BLU kinerja pegawai dalam memberikan pelayanan belum optimal, petugas belum memberikan infomasi yang akurat kepada mahasiswa, belum bekerja sesuai dengan waktu pelayanan yang diberikan, namun setelah penetapan BLU kinerja pegawai dalam memberikan pelayanan kepada mahasiswa semakin meningkat dan pegawai sudah menjalankan tugas sesuai dengan tupoksi masing-masing. Kesimpulan : Penetapan Badan Layanan Umum (BLU) dapat meningkatkan kinerja pegawai dalam hal pelayanan sehingga dapat memberikan kepuasan kepada mahasiswa sebagai pengguna jasa layanan di Institusi Pendidikan

Background: The performance-based system of Public Enterprise (BLU) demanding educational institutions is to provide service to the community as a provider of goods or services without seeking profits and in its implementation is based on the principle of efficiency and productivity. The performance of a public Enterprise already refers to the service of the public sector who apply principles (1) simplicity, (2) clarity, (3) certainty of timing, (4) accuracy, (5) security, (6) responsibilities, (7) the completeness of facilities and infrastructure, (8) ease of access, (9) comfortability, (10) discipline, courtesy, and hospitality. In educational institutions, academic performance in the field, laboratory and process of teaching and learning should be able to provide optimal service to students as users of services, in this study, the employee's performance will be discussed on the basis of 6 (six) criteria of employees performance indicators in terms of quality, quantity, timeliness, effectiveness, independence, commitment and work. The purpose of the research: to see the performance of the employees of the Administration section of the Lab Manager, academic and lecturer at performance learning process in providing services to students as users of services in educational institutions. Research Method : This research uses qualitative type of approach. In this research will provide information about two different situations, namely the experience of the past and experience at this time, so it can be known to the satisfaction of the students against the performance of the employee before and after implementation of Public Enterprise (BLU). Results : Prior to the determine of the employee's performance in BLU provides services not yet optimal, officers have not provided accurate information to students, not working in accordance with the given service time, however after the determine of the employee's performance in BLU provides services to students and employees are already increasing duties in accordance with the auth respectively. Conclusion : The implementation of public Enterprise (BLU) can improve the performance of employees in terms of service so that it can give satisfaction to the students as a user of services in educational institutions.

Kata Kunci : Public Service, Performance, Satisfaction