ANALISIS TINGKAT KEPUASAN PASIEN DI PUSKESMAS BARA PERMAI KOTA PALOPO
Abstract: Satisfaction is one
of the main indicators to monitor the quality of service. Satisfaction arising
under the fulfillment of customer expectations for the service received. This
research aimed to determine the level of satisfaction of patients in Bara
Permai public health center based on expectations and services received related
to ambience factors, system factors, human relation, service time, and
convenience. This research was a descriptive study involving 100 people with
accidental sampling method. The data were analyzed using Customer Satisfaction
Index (CSI) and Importance Performance Analysis (IPA). The CSI result shows
that patients are very satisfied on overall health service received with the
percentage of 83.81%. The IPA result
shows that patients are satisfied on
the patients’ response on the service- time with the level of suitabilty-expectations and
the service received to 79.99%. patients are very satisfied on the patients’
response to the ambience factors, systems factors, human relations, and
convenience with the level of suitability 87.31%, 95.71%, 95.01%, and 88.84%
respectively. Bara Permai public health center is expected to improve the
quality of care related to ambience factors, system factors, human relation,
service time, and convenience and it is also to conduct patient satisfaction
survey regularly and accurately for improving the quality of health care.
Penulis: Lohafri Tanan, Indar,
Darmawansyah
Kode Jurnal: jpkesmasdd130080
