SURVEI INDEKS KEPUASAN KONSUMEN ATAS PELAYANAN RUMAH SAKIT UMUM DAERAH

Agus Tri Basuki

Abstract


Abstract: This research aims to observe servicing government agencies in terms of this service
from Temanggung regency hospital to the patient. Service performance of government
agencies measured using Public Satisfaction Index (IKM), based on the decision of the Minister
of State Apparatus, Number 25/Kep/m. Pan/2/2004, of the General guidelines in the preparation of community satisfaction index of the service unit of government agencies. The
results of this research show that Public Satisfaction Index for the entire public service,
installation emergency, inpatient and outpatient meets the criteria of 62,51 up to 81,25, so we
conclude that public service in the Temanggung regency hospital is already good. Some
improvements to the service needed, is for the convenience of the services of the hospital (the
installation of emergency room, polyclinics, outpatient and inpatient) is the lowest rank, followed by elements of the Justice and Accountability of officer.

 

Abstrak: Penelitian ini bertujuan mengamati pelayanan instansi pemerintah dalam hal ini
pelayanan dari RSUD kabupaten Temanggung kepada pasien. Kinerja pelayanan instansi
pemerintah diukur dengan menggunakan Indeks Kepuasan Masyarakat (IKM) berdasarkan
Keputusan Menteri Pendayagunaan Aparatur Negara Nomor Kep/25/M.Pan/2/ 2004 tentang
Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi
Pemerintah. Hasil penelitian ini menunjukkan bahwa Indeks Kepuasan Masyarakat untuk
seluruh layanan Poliklinik, Instalasi Gawat Darurat, Rawat Inap dan Rawat Jalan memenuhi
kriteria antara 62,51–81,25, sehingga dapat kita simpulkan bahwa pelayanan publik di RSUD
kabupaten Temanggung adalah sudah baik. Beberapa perbaikan pelayanan yang diperlukan,
yaitu: untuk kenyamanan pelayanan produk RSUD (IGD, Rawat Jalan, Poliklinik dan Rawat
Inap) ada di ranking terendah, disusul unsur Keadilan dan Akuntabilitas petugas.


Keywords


public satisfaction index; public services; accountability of officers; service performance

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