Fitri Ramdhani, Nabila (2024) EVALUASI TINGKAT KEPUASAN DAN STRATEGI PERBAIKAN TERHADAP KUALITAS PELAYANAN PASIEN DENGAN METODE FUZZY – IMPORTANCE PERFORMANCE ANALYSIS, CUSTOMER SATISFACTION INDEX, DAN 5W+1H (Studi Kasus: Puskesmas Kramatwatu). S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
The importance of public services to society requires an institution to strive for continuous improvement in service quality. As Indonesian citizens, everyone is entitled to public services, whether in the fields of education, justice, security services, traffic, economy, maritime navigation, or health. The health aspect plays a crucial role in efforts to enhance the quality of human resources in Indonesia. According to the decision of the Minister of Health of the Republic of Indonesia Number 43 of 2019, it is explained that Community Health Centers (Puskesmas) are primary healthcare facilities that conduct community health efforts and individual health efforts, prioritizing promotive and preventive efforts in their respective areas. The Kramatwatu Community Health Center is a health institution under the policy of the Kramatwatu Subdistrict Health Office, Serang, Banten. Based on interviews conducted in 2022 with patients at the Kramatwatu Community Health Center, their complaints include the friendliness of medical staff, waiting time for services, waiting time for the pharmacy, and difficulty in obtaining referral letters. Additionally, long queues are observed in the outpatient department. The data used in this study is from the year 2022. This research employs the Fuzzy-Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), and 5W+1H methods. The focus of this study is to identify elements that need improvement by examining index scores using the Fuzzy-IPA and CSI methods. Subsequently, recommendations for improvement are provided using the 5W+1H method.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Pusat Kesehatan Masyarakat (Puskesmas) Kramatwatu merupakan lembaga kesehatan yang berada di bawah kebijakan Dinas Kesehatan Kecamatan Kramatwatu, Serang, Banten. Puskesmas Kramatwatu sudah melakukan Survey Kepuasan Masyarakat (SKM) yang dilakukan secara rutin tiap tahun melalui Indeks Kepuasan Masyarakat (IKM) yang sesuai dengan Peraturan Menteri Pendayagunaan Aparatur Negara Nomor 14 Tahun 2017, sehingga data yang digunakan dalam penelitian ini yaitu data histori hasil kuesioner IKM tahun 2022 yang sudah ada. Berdasarkan hasil wawancara pada tahun 2022, keluhan yang dialami yaitu mengenai keramahan tenaga medis, lama waktu tunggu pelayanan, lama waktu tunggu bagian farmasi, dan sulitnya dalam meminta surat rujukan. Selain itu, banyak terlihat antrean pasien pada bagian rawat jalan. Sehingga metode yang digunakan pada penelitian ini yaitu Fuzzy - Importance Performance Analysis (IPA), Customer Satisfaction Index (CSI), dan 5W+1H. Hasil penelitian menggunakan metode Fuzzy-IPA diperoleh nilai gap terbesar adalah unsur kesopanan dan keramahan petugas (X7) sebesar -0,835 dengan skor indeks kepuasan Customer Satisfaction Index (CSI) sebesar 74,114%. Setelah itu didapatkan hasil metode Importance Performance Analysis (IPA) diperoleh pada kuadran I unsur X7 (kesopanan dan keramahan petugas) dan Unsur X3 (kecepatan pelayanan). Sehingga rekomendasi perbaikan yang dilakukan yaitu pada unsur X7 (kesopanan dan keramahan petugas) dan X3 (kecepatan pelayanan) dengan menggunakan metode 5W+1H. | |||||||||
| Subjects: | T Technology > T Technology (General) T Technology > TA Engineering (General). Civil engineering (General) |
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| Divisions: | 03-Fakultas Teknik 03-Fakultas Teknik > 26201-Jurusan Teknik Industri |
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| Depositing User: | Mrs Nabila Fitri Ramdhani | |||||||||
| Date Deposited: | 08 Mar 2024 13:04 | |||||||||
| Last Modified: | 08 Mar 2024 13:04 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/34180 |
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