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ABSTRAKPelayanan kesehatan yang bermutu saat ini sudah menjadi tuntutan semua
pihak, termasuk masyarakat sebagai pengguna jasa, dengan era globalisasi,
bertambahnya golongan masyarakat yang mampu, berpendidikan, dan menguasai
informasi, masalah mutu pelayanan menjadi tuntutan mutlak. Adapun faktor yang
dominan mempengaruhi mutu pelayanan kesehatan di Puskesmas adalah sumber
daya manusia, baik yang terlibat dalam manajemen maupun pelayanan. Keluhan
(complain) dari pelanggan merupakan indikator dari kurangnya kualitas pelayanan
akibat sistem manajemen yang kurang baik.
Penelitian ini bertujuan untuk mengetahui hubungan antara karakteristik
pelanggan dan upaya manajemen mutu fokus pada pelanggan dengan tingkat
kepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014.
Metode penelitian adalah kuantitatif bersifat analitik deskriptif dengan
desaincross sectional. Dengan populasi adalah seluruh pasien rawat inap dan
unsur manajemen di Puskesmas DTP Kabupaten Bogorpada tahun 2014. Sampel
pada penelitian ini adalah pasien rawat inap sebanyak 181 orang dan 50unsur
manajemen di Puskesmas DTP dari 10 Puskesmas DTP.
Hasil penelitian menunjukan bahwa tidak terdapat hubungan antara
karakteristik pasien dengan tingkat kepuasan pelanggan, ada hubungan yang
bermakna antara upaya manajemen mutu fokus pada pelanggan dengan tingkat
kepuasan pasien rawat inap di Puskesmas DTP Kabupaten Bogor tahun 2014,
terdapat perbedaan yang bermakna terhadap skor rerata kepuasan diantara pasien
di Puskesmas yang menerapkan upaya manajemen mutu fokus pada pelanggan
dan yang tidak menerapkan upaya manajemen mutu fokus pada pelanggan.
Penulis menyarankan agar pihak manajemen Puskesmas meningkatkan
dimensi fokus pada pelanggandan proses terkait pelanggan. Kedua dimensi
tersebutbelum dilaksanakan secara maksimal dalam penerapanupaya manajemen
mutu fokus pada pelanggan. Manajemen Puskesmasuntuk memperhatikan
dimensi tangibledan responsivenesssebagai dimensi mutu pelayanan dengan
tingkat kepuasan terendah.Melaksanakan survey kepuasan pelanggan secara
berkala dengan tools yang sesuai dengan kekhususan Puskesmas agar
mendapatkan gambaran kepuasan pelanggan terkini.
ABSTRACTQuality health services is now becoming the demands of all parties, including the
public as service users, with the era of globalization, increasing social groups
capable, educated, and control of information, quality of service issues become an
absolute requirement The dominant factor affecting the quality of health services
at the health center are human resources, both of which are involved in the
management and care. Complaints (complaints) from customers is an indicator of
the lack of quality of service due to poor management system.
This study aims to determine the relationship between customer characteristics
and quality management efforts focus on providing customers with the level of
patient satisfaction in the Puskesmas DTPin Bogor District 2014. Quantitative
research method is descriptive analytic cross-sectional design. With a population
is the entire patient care and management elements in the Puskesmas DTPin
Bogor District 2014. Samples in this study were inpatients as many as 181 people
and 50 elements in the management of the Puskesmas DTPfrom 10 health centers
With Nursing.
The results showed that there is no relationship between the characteristics of
patients with levels of customer satisfaction, there is a significant association
between quality management efforts focus on providing customers with the level
of patient satisfaction in Bogor Regency DTP health centers in 2014, there is a
significant difference in mean scores between patient satisfaction The Health
Center is implementing a quality management efforts focus on the customer and
are not implementing a quality management efforts focuson the customer and not
implementing quality management efforts focus on the customer.
The author suggested that health centers improve the management dimensions of
customer focus and customer-related processes. Both of these dimensions has not
been fully implemented in the application of quality management efforts focus on
the customer. Management Health Center to pay attention and responsiveness as a
tangible dimension of service quality dimensions with the lowest satisfaction
levels. Carry out customer satisfaction surveys on a regular basis with the
appropriate tools to get an idea of the specificity of the health center in order to
recent customer satisfaction.;Quality health services is now becoming the demands of all parties, including the
public as service users, with the era of globalization, increasing social groups
capable, educated, and control of information, quality of service issues become an
absolute requirement The dominant factor affecting the quality of health services
at the health center are human resources, both of which are involved in the
management and care. Complaints (complaints) from customers is an indicator of
the lack of quality of service due to poor management system.
This study aims to determine the relationship between customer characteristics
and quality management efforts focus on providing customers with the level of
patient satisfaction in the Puskesmas DTPin Bogor District 2014. Quantitative
research method is descriptive analytic cross-sectional design. With a population
is the entire patient care and management elements in the Puskesmas DTPin
Bogor District 2014. Samples in this study were inpatients as many as 181 people
and 50 elements in the management of the Puskesmas DTPfrom 10 health centers
With Nursing.
The results showed that there is no relationship between the characteristics of
patients with levels of customer satisfaction, there is a significant association
between quality management efforts focus on providing customers with the level
of patient satisfaction in Bogor Regency DTP health centers in 2014, there is a
significant difference in mean scores between patient satisfaction The Health
Center is implementing a quality management efforts focus on the customer and
are not implementing a quality management efforts focuson the customer and not
implementing quality management efforts focus on the customer.
The author suggested that health centers improve the management dimensions of
customer focus and customer-related processes. Both of these dimensions has not
been fully implemented in the application of quality management efforts focus on
the customer. Management Health Center to pay attention and responsiveness as a
tangible dimension of service quality dimensions with the lowest satisfaction
levels. Carry out customer satisfaction surveys on a regular basis with the
appropriate tools to get an idea of the specificity of the health center in order to
recent customer satisfaction., Quality health services is now becoming the demands of all parties, including the
public as service users, with the era of globalization, increasing social groups
capable, educated, and control of information, quality of service issues become an
absolute requirement The dominant factor affecting the quality of health services
at the health center are human resources, both of which are involved in the
management and care. Complaints (complaints) from customers is an indicator of
the lack of quality of service due to poor management system.
This study aims to determine the relationship between customer characteristics
and quality management efforts focus on providing customers with the level of
patient satisfaction in the Puskesmas DTPin Bogor District 2014. Quantitative
research method is descriptive analytic cross-sectional design. With a population
is the entire patient care and management elements in the Puskesmas DTPin
Bogor District 2014. Samples in this study were inpatients as many as 181 people
and 50 elements in the management of the Puskesmas DTPfrom 10 health centers
With Nursing.
The results showed that there is no relationship between the characteristics of
patients with levels of customer satisfaction, there is a significant association
between quality management efforts focus on providing customers with the level
of patient satisfaction in Bogor Regency DTP health centers in 2014, there is a
significant difference in mean scores between patient satisfaction The Health
Center is implementing a quality management efforts focus on the customer and
are not implementing a quality management efforts focuson the customer and not
implementing quality management efforts focus on the customer.
The author suggested that health centers improve the management dimensions of
customer focus and customer-related processes. Both of these dimensions has not
been fully implemented in the application of quality management efforts focus on
the customer. Management Health Center to pay attention and responsiveness as a
tangible dimension of service quality dimensions with the lowest satisfaction
levels. Carry out customer satisfaction surveys on a regular basis with the
appropriate tools to get an idea of the specificity of the health center in order to
recent customer satisfaction.]