ANALISIS KEPUASAN PENGGUNA TERHADAP KUALITAS LAYANAN DAN BANGUNAN PUSKESMAS DI YOGYAKARTA

Wulansari, Puput (2013) ANALISIS KEPUASAN PENGGUNA TERHADAP KUALITAS LAYANAN DAN BANGUNAN PUSKESMAS DI YOGYAKARTA. S2 thesis, UAJY.

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Abstract

Analysis of User Satisfaction on the Quality of Service and Building Health Center in Yogyakarta, Puput Wulansari, NPM 115 101 739, in 2013, Expertise Construction Management, Master of Civil Engineering, Graduate School, University of Atma Jaya Yogyakarta. Development vision health clinic held from the Strategic Plan (Strategic Plan) 2009-2013 DIY Health Department should be in tune with the people's demand for quality health services is increasing and urgent. In 2014, the Department of Health target all health centers in the city of Yogyakarta achieve the ISO 9001 standard : 2008. Standards that must be met to obtain ISO clinic regarding medical care is one indicator of success is client satisfaction.In accordance with the Health Act No. 36 of 2009 emphasized the importance of quality health care services that health centers are required to provide excellent service, a service that provides customer satisfaction, both in terms of services and clinic buildings. So that the vision and targets of Yogyakarta city Health Department can be reached. To the authors conducted an analysis of user satisfaction on service quality and building health centers in Yogyakarta, so that can know the level of satisfaction of health center users, both patients, staff and physicians. The research was conducted through a questionnaire distributed to 10 centers from 18 health centers in Yogyakarta, with details of the seven health centers and three health centers outpatient hospitalization. The number of questionnaires returned 460 copies, with details of outpatients at least 15 samples, 30 samples of hospitalized patients. Officer and physician in accordance with the amount present in the clinic. Some questionnaires are not returned, but the target is to be achieved sufficient to be ignored. Data processing is done to get a percentage, the average (mean) values and standard deviations. The analysis used is the analysis of the average ranking value and Spearmen correlation analysis. Based on the analysis it can be concluded that the level of satisfaction among patients, staff and physicians were equally satisfied with the service and building health centers that exist today. Spearmen correlation analysis results showed no difference in the level of service satisfaction and building of the patients, staff and physicians.

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