Kualitas Pelayanan Publik di Puskesmas Peneleh Kota Surabaya
Abstract
Initial observation showed that the quality of service at Puskesmas Peneleh Surabaya was less than optimal. As a means of public health service providers, puskesmas should practice quality service that is based on ServQual concept. The purpose of this research is to know and describe about the quality of public services in Peneleh Health Center Surabaya and to know and describe the supporting and inhibiting factors in public service at Peneleh Public Health Center Surabaya. Data analysis method used in this research is interactive model from Miles and Huberman. The results showed that the quality of public services in Peneleh Public Health Center is not maximal overall. This is because of the five elements of public service quality in Peneleh Puskesmas, there are two elements that are less than the maximum, namely the element of responsiveness (responsiveness) and empathy (empathy). In addition, the results of the study indicate that the supporting factors of public service at Peneleh Public Health Center of Surabaya consist of: the government fully supports all health facilities in Puskesmas Peneleh so that the development of health can run maximally, there is harmony of relationship between staff Peneleh Puskesmas and patient and number doctors at Puskesmas Peneleh are considered sufficient in the need for services for patients. While the inhibiting factor of public service at Puskesmas Peneleh Kota Surabaya consist of: employees or staff of drug or pharmacy is considered less in terms of quantity, the existence of employees in the pharmacy who are considered less responsive and dexterous in providing drug services to patients and the condition of shortage of drugs in pharmacy section.
Â
Keywords: public service, community satisfaction, and puskesmas
Downloads
References
Accounting The International Institute for Science, Technology and Education (IISTE), Vol 3, No 4.
Benombo, M. K. (2015). Studi tentang Kualitas Pelayanan Puskesmas di Kecamatan Sekolaq Darat Kabupaten Kutai Barat. eJournal Pemerintahan Integratif, 2015, 1 (3):237-251.
Dwidjowijoto, R. N. (2006). Kebijakan Publik Untuk Negara-Negara Berkembang. Jakarta: PT Elex Media Komputindo.
Fadli, Sulaeman, E., & Mimin. (2013). Analisis Kepuasan Pasien rawat Inap Pada RS. Delima Asih Sisma Medika Karawang. Jurnal Manajemen Vol. 10 No. 3 April 2013.
Hamdi, M,. (2014). Kebijakan Publik : Proses, Analisis dan Partisipasi. Bogor: Ghalia Indonesia.
Hidayatullah, R. (2016). Kualitas Pelayanan Kesehatan Bagi Pasien Pengguna Badan Penyelenggaraan Jaminan Sosial (BPJS) di Puskesmas Muara Rapak Kota Balikpapan. eJournal Administrasi Negara, Volume 4, Nomor 4, 2016:5034-5048.
Hu, K. C., & Huang, M. C. 2011. Effects of Service Quality, Innovation and Corporate Image on Customer’s Satisfaction and Loyalty of Air Cargo Terminal. International Journal of Operations Research Vol.8, No. 4, (2011) , 36-47.
Indonesia, W. V. (2013, September 3). Dipetik March 27, 2017, dari http://www.wvindonesia.org /?mod=205&id=2925&WVI_ID=8ba71b0d3ff6785f21f4519145c8ee7f
Karmani, N. (2011). Analisis Pelayanan Publik Terhadap Masyarakat (Kasus Pelayanan Kesehatan di Kabupaten Agam). Jurnal Manajemen dan Kewirausahaan, Volume 2, Nomor 3, September 2011.
Kumayza, T, N. (2013). Analisis Kualitas Pelayanan Pada Kantor Kecamatan Tenggarong Kabupaten Kutai Kartanegara. E-Journal Administrative, Reform, 2013, 1 (2): 614-628.
Mahmudi. (2010). Manajemen Kinerja Sektor Publik. Yogyakarta: UPP STIM YKPN.
Miles, M. B., & Huberman, A. M. (2014). Qualitative Data Analysis, A Methods Sourcebook Edition 3. USA: Sage Publications.
Moleong, L. J. (2011). Metodologi Penelitian Kualitatif edisi revisi. Bandung: PT Remaja Rosda karya Offset.
Nurcholis, H. 2007. Teori dan Praktik Pemerintahan dan Otonomi Daerah Edisi Revisi. Jakarta: Grasindo.
Nurfauzi, M. (2013). Studi tentang Kualitas Pelayanan Kesehatan dalam Memberikan Kepuasan Masyarakat pada Puskesmas Desa Genting Tanah Kecamatan Kembang Janggut Kabupaten Kutai Kartanegara. eJournal Administrasi Negara 2013, 1 (1):268-281.
Pelayanan Publik Terhadap Kepuasan Masyarakat (Studi tentang Pelayanan Perekaman Kartu Tanda Penduduk Elektronik (e-KTP) di Kota Depok). Jurnal Administrasi Publik (JAP), Vol 1, No.5, 981-990.
Piri, H. G. (2013). Kualitas Pelayanan Jasa Pengaruhnya terhadap Loyalitas Pelanggan Pada Steiner Salon Manado. Jurnal EMBA Vol. 1. No. 4 Desember 2013, Hal. 504-512.
Prana, M. M. (2013). Kualitas Pelayanan Kesehatan Penerima Jamkesmas di RSUD Ibnu Sina Gresik. Jurnal Kebijakan dan Manajemen Publik Volume 1 Nomor 1 Januari 2013.
Pratama, Handika Fikri. 2013. Pengaruh Kualitas Pelayanan Petugas Terhadap Kepuasan Pengunjung Di Objek Wisata Sejarah Benteng Marlborough Kota Bengkulu. Jurnal Universitas Riau.
Purcarea, V. L., Gheorghe, I. R., & Petrescu, C. M. (2013). The Assessment of Perceived Service Quality of Public Health Care Services in Romania Using the SERVQUAL Scale. Procedia Economics and Finance 6 (2013) 573 – 585.
Rahman, Arifur, Kalam, Abul, Rahman, Moshiur, dan Abdullah. (2012). The Influence of Service Quality and Price on Customer Satisfaction: An Empirical Study on Restaurant Services in Khulna Division. Research Journal of Finance and
Rezha, F., Rochmah, S., & Siswidiyanto. (2013). Analisis Pengaruh Kualitas
Sangkala. (2012). Dimensi-Dimensi Manajemen Publik. Yogyakarta: Ombak.
Sari, D. P. (2013). Pengaruh Persepsi Kualitas Layanan dan Kepuasan Pelanggan Pada Niat Pembelian Ulang Konsumen. Jurnal Ekonomi dan Bisnis, Vol. 3, No. 1, 1-10.
Semiawan, C. R. (2012). Metode Penelitian Kualitatif Jenis, Karakteristik dan Keunggulannya. Jakarta: Grafindo.
Siddiq, A., Baloch, Q. B., & Takrim, K. (2016). Quality of Healthcare Service in Public And Private Hospitals Of Peshawar, Pakistan: A Comparative Study Using SERVQUAL. City University Research Journal Volume 06 Number 02 July 2016, 242-255.
Siswanto, H., Makmur, M., & Lastiti, N. (2015). Analisis Kualitas Pelayanan Kesehatan dalam Operasionalisasi Program Mobil Sehat (Studi pada Pusat Kesehatan Masyarakat Kedungpring Kabupaten Lamongan). Jurnal Administrasi Publik (JAP), Vol. 3, No. 11, Hal. 1821-1826.
Sugiyono. (2012). Metode Penelitian Kualitatif dan R&D. Bandung: Alfabeta.
Sukmawati, I., & Massie, J. D. (2015). Pengaruh Kualitas Pelayanan Dimediasi Kepuasan Pelanggan dan Kepercayaan Pelanggan Terhadap Loyalitas Pelanggan Pada PT Air Manado. Jurnal EMBA Vol. 3 No. 3 September 2015, 729-742.
Suwardi. (2011). Menuju Kepuasan Pelanggan Melalui Penciptaan Kualitas Pelayanan. Ragam Jurnal Pengembangan Humaniora Vol. 11 No. 1, April 2011.
Thariq, A N. (2013). Kualitas Pelayanan Publik di Dinas Kependudukan dan Catatan Sipil Kabupaten Malinau (Studi Implementasi Pelayanan Administrasi Kependudukan). e-journal Pemerintah Integratif,Vol. 1. No. 3: 331-345.
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.
