ABSTRAK
Hasil Survei Indeks Kepuasan Masyarakat (IKM) terhadap mutu pelayanan SuratKeterangan Impor (SKI) yang berhubungan dengan kinerja petugas pelayananmasih rendah, sedangkan Badan POM dituntut untuk selalu melakukan upayauntuk peningkatan pelayanan publik. Penelitian ini bertujuan untuk mengetahuigambaran kinerja pelayanan dan hubungan antara kinerja pelayanandengankepuasan pelanggan di Direktorat Inspeksi dan Sertifikasi Obat Tradisional,Kosmetik dan Produk Komplemen Badan POM. Penelitian dilakukan dengan studipotong lintang (cross sectional) menggunakan metoda survei dengan jumlahresponden sebanyak 122 orang. Hasil penelitian menunjukkan kinerja pelayananmasih kurang baik dengan nilai rata-rata 70,0 (skala 100). Sebesar 54,9 %responden menilai kepuasan pelanggan dengan persepsi kurang puas. Analisismultivariat terhadap 5 dimensi kinerja pelayanan yaitu tangible, reliability,responsiveness, assurance,dan empathy menunjukkan terdapat 3 (tiga) dimensipelayanan yang mempengaruhi kepuasan pelanggan, yaitu dimensi reliability,assurance,danemphaty.Hasil analisis menunjukkan bahwa dimensi kinerjapelayanan yang paling dominan mempengaruhi kepuasan pelanggan adalahdimensi empathy. Pernyataan “petugas membantu dengan sungguh-sungguh untukmemberikan informasi yang dibutuhkan pelanggan” mendapatkan skor terendah.Perlu dilakukan pelatihan “Communication skills” kepada petugas untukmeningkatkan pemahaman dan pengetahuan petugas dalam berkomunikasi denganpelanggan. Supervisi yang ketat dari atasan juga perlu ditingkatkan.
ABSTRACT
Community Satisfaction Index (CSI) survey results on the quality of servicesrelated to the performance of SKI care workers remains low while the BadanPOMrequired to always make an effort to improve public services. This study aims todescribe the performance of service personnel and the relationship between serviceperformance and customer satisfaction in Directorate of Inspection andSertification of Tradisional Medicines, Cosmetics and Complimentary Products,BadanPOM. The study was conducted using a questionnaire with a number of 122respondents . The results show the performance of the service is still need to beimproved with an average value of 70,0 (scale of 100). Amounted to 54,9 % 0frespondents assess customer satisfaction with perceptions of less satisfied.Multivariate analysis of 5-dimensional databases must address satisfying servicethat is tangible, reliability, responsiveness, assurance, and empathy shows there are3 (three) dimensions that affect customer satisfaction services, ie the dimensionsreliability, assurance, and empathy. The analysis showed that the dimensions ofservice performance of the most dominant influence customer satisfaction is thedimension empathy. The statement “officer assist in earnest to provide informationneeded by the customer” to get the lowest score in assessment. Training need to beconducted to the officer is communication skills training to increase awareness andknowledge of officers in communicating with customer. Strict supervision of thesupervisor also need to be improved. |
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