Kualitas Pelayanan Publik di Puskesmas Peneleh Kota Surabaya

Authors

  • Devy Septiani Sunardi

DOI:

https://doi.org/10.30996/jpap.v3i2.1263

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.

 

Keywords: public service, community satisfaction, and puskesmas

Downloads

Download data is not yet available.

References

Adewumi, A.A., V.F. Olaleye and E.A. Adesulu. 2005. Egg and sperm quality of the African catfish, Clarias gariepinus (Burchell) broodstock fed differently heated soybean-based diets. Research J. of Agric and Biol Sci 1(1): 17-22.

Aizen, J., Kasuto, H., Golan, M., Zakay, H. and Berta Levavi-Sivan. 2007. Tilapia follicle-stimulating hormone (FSH): Immunochemistry, stimulation by the gonadotropin-releasing hormone, and effect of biologically active recombinant FSH on steroid secretion. Biol of Reprod.76, 692–700.DOI 10.1095/ biol Reprod. 106.055822.

Hariani, D. and P.S.W. Kusuma. 2009. Biostimuli reproduksi ikan lele Dumbo (Clarias gariepinus) betina dengan penembakan laserpunktur. Jurnal Berkala Penelitian Hayati. PBI Cabang Jawa Timur. Edisi Khusus. 01 Desember 2009, 3D:79-83.

Hariani, D dan P.S.W Kusuma, dan M.S. Widodo, 2010. Pemberdayaan kelompok pembenih lele untuk peningkatan produksi benih menggunakan laserpunktur sebagai upaya peningkatan pendapatan di desa Krecek, Kecamatan Pare, Kabupaten Kediri. Jurnal Aksi. Vol.12.No. 2. Hal 80-88.

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.

Downloads

Published

2017-10-13

How to Cite

Sunardi, D. S. (2017). Kualitas Pelayanan Publik di Puskesmas Peneleh Kota Surabaya. JPAP: Jurnal Penelitian Administrasi Publik, 3(2). https://doi.org/10.30996/jpap.v3i2.1263

Issue

Vol. 3 No. 2 (2017)

Section

Articles

License

Authors whose manuscript is published will approve the following provisions:

  1. The right to publication of all journal material published on the JPAP website is held by the editorial board with the author's knowledge (moral rights remain the property of the author).

  2. 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.

  3. 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.