ANALISIS INDEKS KEPUASAN MASYARAKAT TERHADAP PELAYANAN KESEHATAN DI PUSKESMAS KOTA MADIUN
ANALYSIS OF THE COMMUNITY SATISFACTION INDEX FOR HEALTH SERVICES AT THE MADIUN CITY HEALTH CENTER
DOI:
https://doi.org/10.52236/ih.v12i1.510Keywords:
Community Satisfaction Index, Health Center, QuantitativeAbstract
Background. Public satisfaction with public services plays an important role in the stability of a country's health services. Measurement of the Public Satisfaction Index is a reference in evaluating the quality of service between patient expectations and health service performance.Purpose. This study aims to analyze the Community Satisfaction Index for Health services at the Madiun City Health Center.Methods. This study used a crosectional design with quantitative methods, conducted in October 2023 at the Madiun City Health Center with a sample of 64 research subjects using a simple random sampling technique. The research variables were 9 elements of the Community Satisfaction Index, namely the elements of requirements, procedures, time, rates, service products, competence, behavior, handling complaints, and facilities and infrastructure.Result. The results showed that the Community Satisfaction Index was 81.99, with details of the Community Satisfaction Index being good, namely in the elements of requirements (81.3%), procedures (71.9%), time (84.4%), service products (87.5%), competence (81.3%), behavior (71.9%), handling complaints (70.3%), with a very good Community Satisfaction Index in the elements of tariffs (62.5%) and facilities and infrastructure (79.7%).Conclusion. The Public Satisfaction Index is 81.99, with a very good Public Satisfaction Index on the elements of tariffs and facilities and infrastructure.References
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Alfiyani, L., Rahardjo, S. S., & Murti, B. (2017). Biopsychosocial Determinants of Multi Drug Resistant Tuberculosis in Surakarta. Journal of Epidemiology and Public Health, 02(03), 255–266. https://doi.org/10.26911/jepublichealth.2017.02.03.07
Alfiyani, L., Rahardjo, S. S., & Murti, B. (2018). A Path Analysis on the Biopsychosocial Determinants of Multi Drug Resistant Tuberculosis in Surakarta. Revitalizing Family Planning Program and Women’s Empowerment for the Improvement of Population Well-Being and Economic Development, 66. https://doi.org/10.26911/mid.icph.2018.01.03
Alfiyani, L., Setiyadi, N. A., Yakob, A., & Mulyono, D. (2023). Analysis of Community Satisfaction Index on Health Service Quality : CFA and Gap Analysis. 16(2), 193–202.
Alfiyani, L., Yakob, A., Setiyadi, N. A., Mulyono, D., Utomo, S., & Sari, W. F. (2023). INDEKS KEPUASAN MASYARAKAT Fakultas Ilmu Kesehatan Universitas Muhammadiyah Madiun Fakultas Ilmu Kesehatan Universitas Muhammadiyah Surakarta Rumah Sakit Paru Manguharjo Provinsi Jawa Timur PENDAHULUAN Kualitas pelayanan yang menunjukkan bahwa kualitas pe. 14(7), 77–81.
Anderson, P. M., Krallman, R., Montgomery, D., Kline-Rogers, E., & Bumpus, S. M. (2020). The Relationship Between Patient Satisfaction With Hospitalization and Outcomes Up to 6 Months Post-Discharge in Cardiac Patients. Journal of Patient Experience, 7(6), 1685–1692. https://doi.org/10.1177/2374373520948389
de Abreu, M. H. N. G., Cruz, A. J. S., Borgesâ€oliveira, A. C., Martins, R. de C., & Mattos, F. de F. (2021). Perspectives on social and environmental determinants of oral health. In International Journal of Environmental Research and Public Health (Vol. 18, Issue 24). MDPI. https://doi.org/10.3390/ijerph182413429
de Bruijn, E. J., & Antonides, G. (2022). Poverty and economic decision making: a review of scarcity theory. Theory and Decision, 92(1), 5–37. https://doi.org/10.1007/s11238-021-09802-7
Endeshaw, B. (2021). Healthcare service quality-measurement models: a review. In Journal of Health Research (Vol. 35, Issue 2, pp. 106–117). Emerald Group Holdings Ltd. https://doi.org/10.1108/JHR-07-2019-0152
Fatima, I., Humayun, A., Iqbal, U., & Shafiq, M. (2019). Dimensions of service quality in healthcare: A systematic review of literature. In International Journal for Quality in Health Care (Vol. 31, Issue 1, pp. 11–29). Oxford University Press. https://doi.org/10.1093/intqhc/mzy125
Febriansyah, M. R., Unde, A. A., & Arianto, A. (2021). The analysis of Organizational Communication Climate at the One Door Integrated Service and Investment Department (DPM-PTSP) City of Makassar. Journal Research of Social, Science, Economics, and Management, 1(7), 818–830. https://doi.org/10.36418/jrssem.v1i7.108
KhanMohammadi, E., Talaie, H. R., & Azizi, M. (2023). A healthcare service quality assessment model using a fuzzy best–worst method with application to hospitals with in-patient services. Healthcare Analytics, 4. https://doi.org/10.1016/j.health.2023.100241
Marzo, R., Bhattacharya, S., Ujang, N., Naing, T., Huong Fei, A., Chun, C., Xue Ting, C., P Rajah, P., & P Shanmuganathan, K. (2021). The impact of service quality provided by health-care centers and physicians on patient satisfaction. Journal of Education and Health Promotion, 10(1). https://doi.org/10.4103/jehp.jehp_979_20
Nguyen, N. X., Tran, K., & Nguyen, T. A. (2021). Impact of service quality on in-patients’ satisfaction, perceived value, and customer loyalty: A mixed-methods study from a developing country. Patient Preference and Adherence, 15, 2523–2538. https://doi.org/10.2147/PPA.S333586
Pérez-Stable, E. J., & El-Toukhy, S. (2018). Communicating with diverse patients: How patient and clinician factors affect disparities. Patient Education and Counseling, 101(12), 2186–2194. https://doi.org/10.1016/j.pec.2018.08.021
Permenpan RB RI. (2017). PERMENPAN NOMOR 14 TAHUN 2017 (1).
Prakoeswa, C. R. S., Hidayah, N., Dewi, A., Mutiani, F., & Masturina, M. (2023). Analysis of Patients Satisfaction Index: A Study from One of the Main Referral Hospitals in Indonesia. Universal Journal of Public Health, 11(5), 527–537. https://doi.org/10.13189/ujph.2023.110501
Satpathy, S., Wundaville, L. T., Satapathy, S., Malik, A., Singh, S., Singh, A. R., Chadda, R., Barre, V. P., & Tiwari, S. K. (2022). A Systematic Review of Patient Satisfaction Scales and Their Applicability to Covid-19 Hospitalized Patients: Gaps and Emerging Needs. Journal of Patient Experience, 9. https://doi.org/10.1177/23743735221079132
Setyawan, F. E. B., Supriyanto, S., Ernawaty, E., & Lestari, R. (2020). Understanding patient satisfaction and loyalty in public and private primary health care. Journal of Public Health Research, 9(2), 140–143. https://doi.org/10.4081/jphr.2020.1823
Singaraj, M. A. A., Phil, M., Awasthi, D. K., India, U. P., Bhoi, T., Ramya, M. N., & Dharanipriya, K. (2019). SERVICE QUALITY AND ITS DIMENSIONS Chief Editor Editor EDITORIAL ADVISORS SERVICE QUALITY AND ITS DIMENSIONS A Kowsalya 2. https://www.researchgate.net/publication/333058377
Tay Guan Meng, A., & Md Sidin, S. (2021). The Effect of Expectations and Service Quality on Customer Experience in the Marketing 3.0 Paradigm. https://www.researchgate.net/publication/348648238
Upadhyai, R., Jain, A. K., Roy, H., & Pant, V. (2019). A Review of Healthcare Service Quality Dimensions and their Measurement. Journal of Health Management, 21(1), 102–127. https://doi.org/10.1177/0972063418822583
Utami, B., Hidayat, M. S., & Setyariningsih, E. (2023). The Relationship between Customer Satisfaction and Loyalty: A Systematic Literature Review. International Journal of Social Service and Research, 3(1), 54–62. https://doi.org/10.46799/ijssr.v3i1.222
UUD. (1945). UNDANG-UNDANG DASAR NEGARA REPUBLIK INDONESIA TAHUN 1945 DALAM SATU NASKAH.
WHO. (2021). Reducing poverty and inequality in rural areas: key to inclusive development. http://iresearch.worldbank.org/PovcalNet/home.aspx
WHO. (2022). Health system performance assessment A framework for policy analysis.
Xie, Q., Xie, X., & Guo, S. (2022). The Factors Influencing Public Satisfaction with Community Services for COVID-19: Evidence from a Highly Educated Community in Beijing. International Journal of Environmental Research and Public Health, 19(18). https://doi.org/10.3390/ijerph191811363
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Published
2024-01-25
How to Cite
Alfiyani, L., Karlinda, Nikmah Ayu Ramadhani Amir, Eny Pemilu Kusparlina, Nurul Fatimah, Widya Kaharani Putri, … Suharyo. (2024). ANALISIS INDEKS KEPUASAN MASYARAKAT TERHADAP PELAYANAN KESEHATAN DI PUSKESMAS KOTA MADIUN : ANALYSIS OF THE COMMUNITY SATISFACTION INDEX FOR HEALTH SERVICES AT THE MADIUN CITY HEALTH CENTER. Intan Husada : Jurnal Ilmiah Keperawatan, 12(01), 93–103. https://doi.org/10.52236/ih.v12i1.510
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