ANALISIS KEPUASAN BERDASARKAN PERSEPSI DAN HARAPAN PASIEN DI PUSKESMAS MEDOKAN AYU SURABAYA
ABSTRACT: Medokan Ayu
Community Health Center
had a mission
to achieve 100%
patients satisfaction. Unfortunately 13.38%
of patients dissatisfied.
This study analyzed
gap between patients
perception and expectations. The
satisfaction level was
calculated by using
CSIndex. This was
a descriptive study
with cross sectional approach.
The research sample
was 150 peoples
lived around Medokan
Ayu. The Community Satisfaction Index
was based on
KEP/25/M.Pan/2/2004.The gap between
patients perception and
expectation showed patient satisfaction. Majority of patients perception
were good. The speed of service was the only aspecr which still fairly good.
All patients had high expectations in service element. Overall, patient was satisfied towards the service
element, but there were still some elements in fairly satisfied. These elements
were service personnel clarity, official responsibility, service personnel
ability, speed of service, courtesy and hospitality services, and the certainty of
service cost. This
study concluded that
patients perception in
service element was
filled their expectations.
Meanwhile Medokan Ayu Community Health Center stil need to improve their speed
in served the patient.
Penulis: Eka Fitri Timika
Yunevy, Setya Haksama
Kode Jurnal: jpkedokterandd130158
