Kepuasan pelanggan telah menjadi bagian integral dalam misi dan tujuansebagian besar organisasi. Meningkatnya intensitas kompetensi global dandomestik, berubabnya preferensi dan perilaku pelanggan, serta revolusi teknologiintbrmasi nlerupakan sebagian di antara sekian banyak faktor yang mendorongorganisasi bisnis dan non bisnis untuk mengalihkan fokusnya ke arah customeroriented,Untuk melakukan penelitian tentang kepuasan pemohon perijinan m1.Suku Dinas Pelayanan Kesehatan Kodya Jakarta Barat belum memiliki instrumenyang valid dan reliabel oleh karena itu juga diperlukan elaborasi konsep kepuasanmengenai harapan dan persepsi baik dari kepustakaan maupun dari pemohonperijinan. Sehingga akhimya direncanakan suatu penelitian dengan dua tahapanyaitu tahap pengembangan kuesioner dengan pendekatan kualitataif dan tahappengukuran kepuasan dengan pendekatan kuantitatif. Tahap pengembangankuesioner dimulai dengan elaborasi konsep kepuasan baik dari kepustakaanmaupun berdasarkan hasil penggalian baik dari pemohon perijian maupun daripihak penyelenggarn yang pada akhirnya ljin dapatkanya instrumen berupakuesioner akhir yang siap diujicobakan. Sedangkan tahap kepuasandimulai dengan pengujia11 validitas dan reliabilitas., sehingga dengan analisisvaliditas dan reliabilitas dapat dikemhui pernyataan yang valid dan reliabet Hasildad penelitian ini yang berupa hasil-hasil wawancara rnendalam, pengukutanvaliditas dan retlabilitas, anlists diagram pareto. analisis univariat, bivariat danmultivariat dengan regresi logistik.Hasil penelitian didapatkan suatu instrumen berupa kuesioner yangrnencakup lima dlmensi mutu layanan yaitu tangible, reliabllity, responsiveness,assurance dan empathy. lnstrumen yang dibuat memuat 24 pernyataan yangkesemuanya dinyatakan valid dan reliabel dengan menggunakan metode alphacronbach dengan nilai r hitung lebih besar dari r tabel pada a =0,05.Tingkat kepuasan responden berdasarkan basil penelitian tahap kedna(pengukuran kepuasan) di Sudin Dinkes Kodya Jakarta Barat menunjukan nilaiyang tinggi dibandingkan dengan yang tidak puas, basil ini sejalan dengan basilpene1itian kualitatif dengan wawancara mendaiam yang memperlihatka.n. adanyatingkat kepuasan yang tinggi dari infonnan yang penulis ambil. Akan tetapiII ,5% yang tidak puas barus dicari akar masalah ketidak puasannya denganmelakukan penelitian lebih lanjutDistribusi tingkat kepuasan berdasarkan umur dan tingkat pendidikanresponden menunjukan hubungan yang bennakna secara statistik, sedangkanuntuk dimensi mutu layanan yang paling dominan adalah tangible,responsif dan empathy dengan dirnensi langibie yang paiing dominan.
Abstract
Client's satisfaction is has been an integral part in the mission andobjectives on mostly organization bodies, The increasing of the intensity oncompetency both globally and regionally, the change on preferences and client'sbehavior. as wen as the revolution on the information technology, are some offactors that driving most of business and non-business organization to moveforward their focus on customer-oriented.Regards to the study on client's satisfaction on proposing license, the Sub authorityHealth Service Office of Kodya Jakarta Barat is has not yet have theva:Hd and reliable instruments for doing so. Therefore, a concept has to beelaborate which is satisfaction on the expectation and perception from bothliterature references and from the client There are two stages needed to do thestudy which are developing questionnaires with a qualitative approach andmeasuring the Clients satisfaction with a quantitative approach. To developquestionnaires, it is begin 'With elaboration of the concept of satisfaction. Theconcept is go into detail from literature review, based on the interview on clients,and also from the officer at the Sub-authority Health Service Office, until a set ofinstruments, the questionnaires, is finalized and ready to be tryout Next stage ofmeasuring client's satisfaction is begin with the validity and reliability tested onthe questionnaires, and ftom the analysis lt can be known the valid and reliablestatements that consists on the set of instruments. The outcomes of the study arethe in-depth interviews findings measurements on validity and reusability, paretodiagram analysis, univariate analysis, bivariate analysis, and multivariate analysiswith logistic regression.The study results on the creation of a set of questionnaires that consist offive dimensions of quality services, i.e. tangible, reliability, response:,asslli1Ulce, and empathy, The instruments that consists of 24 statements which areall have achieved their valiblity reliability, using method of cronbach alphawhich the value of is higher than r-table at a o.-,; 0.05.Level of respondent's satisfaction, as a result of second stage ofsatisfaction measurement. found that the number of satisfying respondents is morethan those who are not satisfy. The result is in accordance with the qualitativeresearch results, as the in-depth interviews found that there is a high satisfactionstated by most of informants. However there are 11.5% of non satisfYrespondents that should have had more advance research in order to identify the ·rqt of the unsatisfying problem.The distribution of the level of satisfaction that based on respondent's ageand level of education has shown a statistically significant correlation, and ofthose dimensions of quality services. the dominants aspects are: tangible,responsiveness, and empathy with the most dominant aspect is tangible. |
T32505-Ucup supriatna.pdf :: Unduh