Analisis dan Perbaikan Kualitas Pelayanan Poli Umum dengan Metode Servqual dan Importance Performance Analysis (Studi Kasus: Puskesmas Karangketug Pasuruan)

Rachman, Muhammad Ilham (2024) Analisis dan Perbaikan Kualitas Pelayanan Poli Umum dengan Metode Servqual dan Importance Performance Analysis (Studi Kasus: Puskesmas Karangketug Pasuruan). Other thesis, Institut Teknologi Sepuluh Nopember.

Text 02411940000090-Undergraduate_Thesis.pdf - Accepted Version Restricted to Repository staff only until 1 October 2026. Download (2MB) | Request a copy

Abstract

Puskesmas sebagai fasilitas kesehatan wajib memberi pelayanan yang bermutu dan memberi kepuasan bagi masyarakat. Namun, beberapa aspek layanan di puskesmas Karangketug masih belum memenuhi kepuasan dari pengunjung. Tujuan penelitian ini adalah untuk menganalisa aspek layanan bermasalah pada puskesmas Karangketug dan membangun alternatif solusi untuk memperbaiki kualitas layanannya. Metode Servqual dan Importance Performance Analysis digunakan untuk menganalisa aspek layanan bermasalah, lalu diperoleh alternatif solusi dari 5 Why’s Analysis. Berdasarkan hasil uji-t, dimensi tangibility, sustainability, dan accessibility berpengaruh secara signifikan terhadap kepuasan pengunjung. Dimensi accessibility memiliki nilai Servqual negatif paling tinggi. Pada penelitian ini diperoleh 12 atribut kritis IPA, lalu diambil 6 atribut kritis saja karena berpengaruh signifikan pada hasil uji-t. Atribut kritis adalah aspek layanan bermasalah yang menjadi prioritas, yaitu T18 (Peralatan medis tidak lengkap), T20 (Lingkungan kurang bersih), T21 (Jumlah dokter tidak mencukupi), T22 (Peralatan medis tidak diperbarui), Sus25 (Sistem rujukan belum baik), dan As30 (Informasi program kesehatan sulit diperoleh). Alternatif solusi yang diberikan adalah mengusulkan anggaran pengadaan dan kalibrasi peralatan medis, mengusulkan dokter tambahan kepada Badan Kepegawaian Daerah, mengadakan refreshment training bagi petugas kebersihan dan memperbaiki SOP kebersihan, mengadakan sosialisasi terkait rujukan melalui media sosial dan secara langsung, dan mengembangkan sistem penyebaran informasi berbasis SMS Gateway. Alternatif solusi yang mungkin untuk diterapkan dan telah divalidasi puskesmas Karangketug adalah mengadakan refreshment training bagi petugas kebersihan dan mengadakan sosialisasi melalui media sosial dan secara langsung.
=====================================================================================================================================
Puskesmas as health facilities are required to provide quality services and satisfaction to the community. However, several aspects of services at the puskesmas Karangketug still do not meet visitor satisfaction. The purpose of this study is to analyze problematic service aspects at the puskesmas Karangketug and to develop alternative solutions to improve the quality of its services. The Servqual and Importance Performance Analysis methods were used to analyze problematic service aspects, then alternative solutions were obtained from the 5 Why's Analysis. Based on the results of the t-test, the dimensions of tangibility, sustainability, and accessibility significantly influenced visitor satisfaction. The accessibility dimension had the highest negative Servqual value. In this study, 12 critical IPA attributes were obtained, then only 6 critical attributes were taken because they had a significant effect on the results of the t-test. Critical attributes are problematic service aspects that are a priority, namely T18 (Incomplete medical equipment), T20 (Unclean environment), T21 (Insufficient number of doctors), T22 (Medical equipment is not updated), Sus25 (Referral system is not good), and As30 (Health program information is difficult to obtain). Alternative solutions provided are proposing a budget for the procurement and calibration of medical equipment, proposing additional doctors to the Regional Personnel Agency, holding refreshment training for cleaning staff and improving the cleaning SOP, holding socialization related to referrals through social media and directly, and developing an information dissemination system based on SMS Gateway. Alternative solutions that are possible to be implemented and have been validated by puskesmas Karangketug are holding refreshment training for cleaning staff and holding socialization through social media and directly.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Quality of Service, Servqual, Importance Performance Analysis, 5 Why’s Analysis, Puskesmas, Kualitas Pelayanan; Servqual, Importance Performance Analysis, 5 Why’s Analysis, Puskesmas.
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control. H Social Sciences > HF Commerce > HF5415.335 Consumer satisfaction
Divisions:	Faculty of Industrial Technology and Systems Engineering (INDSYS) > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Muhammad Ilham Rachman
Date Deposited:	26 Jul 2024 02:09
Last Modified:	26 Jul 2024 02:09
URI:	http://repository.its.ac.id/id/eprint/109009

Actions (login required)

View Item