KUALITAS PELAYANAN PUSKESMAS MEMPENGARUHI KEPUASAN MASYARAKAT DI PUSKESMAS KALIRUNGKUT KOTA SURABAYA
Abstract
Quality of Puskesmas Service Influence the Community Satisfaction in Puskesmas Kalirungkut Kota Surabaya. Public service as a form of good service both in the public goods, public service and even administrative service that in principle as responsibility and performed by government institution in order to meeting the basic needs of public at large. The government had tried to fulfilled the society needs on health service by established hospitals and Public Health Centres (PUSKESMAS) in whole of Indonesia region. In this case of Puskesmas Kalirungkut Surabaya city conducted various efforts to improve its service quality. This research has purposes to examines the service quality of Puskesmas influencing people satisfaction in Puskesmas Kalirungkut of Surabaya. Focus of the study grounded on five dimension of service quality (SERVQUAL) subject to Parasuraman that are Tangible, Reliability, Responsiveness, Assurance, Empathy. The research method that used  is qualitative descriptive. The result of the research showed that are 1) service quality in Puskesmas Kalirungkut of Surabaya seen from dimensions of Tangible, Reliability, Responsiveness, Assurance, Empathy are good. 2) Service conditions in Puskesmas Kalirungkut of Surabaya conducted to the public based on Tangible, Reliability, Responsiveness, Assurance, Empathy get rating of fairy good. 3) People satisfaction on service in Puskesmas Kalirungkut of Surabaya about the people wants on puskesmas services included Tangible, Reliability, Responsiveness, Assurance, Empathy are fairly good in the service managing process then people is satisfied enough. However the people satisfaction does not maximally improved enough due to still found lack in time punctuality and fastness then is necessary to be increased.
Â
 Keywords: Service quality, Public service, People Satisfaction
Downloads
References
Administrasi Kesehatan. Jakarta:Administrasi. Cetakan Ke-20.Akademi Manajemen Azwar, A. (1996). Menuju Mutu
Azwar, A. (1996). Pengantar Bandung: Alfabeta. Bumi Aksara. Citrab Malang.
Dr. Kridawati Sadhana, M. (2010).Etika Birokrasi Dalam Golden Terayon Press. Jakarta: Salemba Empat.
Lupiyoadi, R. (2001). Manajemen
Mahmudi. (2005). Manajemen Kinerja
Moenir. (1998). Manajemen Pelayanan
Mote, F. (2008). Analisis Indeks Kepuasan Masyarakat Terhadap Pelayanan Publik di
Puskesmas Ngesrep Semarang. Jurnal Magister Ilmu Administrasi Universitas Diponegoro Semarang, Pelayanan Kesehatan. Jakarta: Pelayanan Publik Malang: CV.Pemasaran Jasa Edisi Pertama. Perusahaan YKPN. PT. Bina Rupa Aksara. Pustaka Sinar Harapan. Sektor Publik. Yogyakarta:
Sugiyono. (2012). Metode Penelitian
Tjiptono, F. (1996). Manajemen Jasa .
Tjiptono, F. (2004). Prinsip - prinsip Total Quality Service (TQS) Ed. Ke- Empat.
Yogyakarta: Andi Ofset.
Triguno. (1997). Budaya Kerja. Jakarta:Umum di Indonesia. Jakarta: Yogyakarta: Andi Ofset.
Authors whose manuscript is published will approve the following provisions:
The right to publication of all journal material published on the JPAPÂ website is held by the editorial board with the author's knowledge (moral rights remain the property of the author).
The formal legal provisions for access to digital articles of this electronic journal are subject to the terms of the Creative Commons Attribution-ShareAlike (CC BY-SA) license, which means Jurnal Persona reserves the right to store, modify the format, administer in database, maintain and publish articles without requesting permission from the Author as long as it keeps the Author's name as the owner of Copyright.
Printed and electronic published manuscripts are open access for educational, research and library purposes. In addition to these objectives, the editorial board shall not be liable for violations of copyright law.