Kualitas Pelayanan Publik Terhadap Indeks Kepuasan Masyarakat Di Puskesmas Rappang

Main Article Content

ika fitria
Muhammad Arisal Asad
Lukman Lukman

Abstract

Determine the quality of public services at the Rappang Puskesmas, to determine the community satisfaction index at the Rappang Puskesmas, and to determine the effect of the quality of public services on the community satisfaction index at the Rappang Puskesmas. The method used in this research is quantitative descriptive approach. The population in this study was 4983 people who have been counted as patients registered at the health center since 2019-2020. The sampling technique used was Random Sampling using the Slovin formula so that a sample of 98 people was obtained. Data collection techniques are carried out using questionnaires, observation and literature study. The collected data is then processed using a quantitative descriptive analysis technique with the help of SPSS 21.0 with a measurement scale using a Likert Scale. The results showed that the quality of service at the Rappang Puskesmas was in the poor category with an average percentage of 56.8%, the community satisfaction index at the Puskesmas Rappang was in the poor category with an average percentage of 60%, and the effect of the quality of service on community satisfaction index with a percentage of 55.7% influential.

Article Details

How to Cite
fitria, ika, Asad, M. A., & Lukman, L. (2020). Kualitas Pelayanan Publik Terhadap Indeks Kepuasan Masyarakat Di Puskesmas Rappang. PRAJA: Jurnal Ilmiah Pemerintahan, 8(3), 190-197. https://doi.org/10.51817/prj.v8i3.296
Section
Articles

References

Ahmad, J. (2015). Metode Penelitian Administrasi Publik Teori dan Aplikasi. Penerbit Gava Media: Yogyakarta. Yogyakarta: 2015.

Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.

Kamaruddin Sellang, M. D. (2016). Administrasi dan Pelayanan Publik Antara Teori dan Aplikasi. Yogyakarta: Penerbit Ombak.

Marlindawaty. (2014). Analisis Kualitas Pelayanan Kesehatan Publik Di Rumah Sakit Khusus Bersalin (Rskb) Sayang Ibu Balikpapan, 15(1), 147–177.

Pasolong, H. (2016). Teori Administrasi Publik. Bandung: Penerbit Alfabeta.

Sahya Anggara. (2012). Ilmu Administrasi Negara (Kajian Konsep, Teori, dan Fakta dalam Upaya Menciptakan Good Governance). Bandung: CV PUSTAKA SETIA. Retrieved from http://digilib.uinsgd.ac.id/

Samad, Z. (2016). Birokrasi dalam Pelayanan Publik. Yogyakarta: Penerbit Ombak.

Sedarmayanti. (2013). Reformasi Administrasi Publik , Reformasi Birokrasi, dan Kepemimpinan Masa Depan. (S. A. Mifka, Ed.). Bandung: PT Refika Aditama.

Sinambela, L. P., Rochadi, S., Ghazali, R., Muksin, A., Setiabudi, D., Bima, D., & Syaifudin. (2014). Reformasi Pelayanan Publik Teori, Kebijakan, dan Implementasi. Jakarta: PT Bumi Aksara.

Sudana, R. (2016). Kualitas Pelayanan Dalam Meningkatkan Kepuasan Pengunjung Di Upt Perpustakaan Universitas Riau. Journal of Chemical Information and Modeling, 53(9), 1689–1699.

Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: Alfabeta

Taufiqurokhman, Satispi, & Evi. (2018). Perkembangan Manajemen Pelayanan Publik Teori Dan Perkembangan Manajemen Pelayanan Publik. Tangerang Selatan: UMJ PRESS.

Zainuddin. (2017). Teori-Teori Mutakhir Dalam Perfektif Ilmu Administrasi Publik.pdf. Makassar: Phinatama Media.

Dokumen :

Undang-Undang Republik Indonesia Nomor 25 Tahun 2009 Tentang Pelayanan Publik.

Keputusan Menteri Pendayagunaan Aparatur Negara Nomor : KEP/25/M.PAN/2/2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah.

Most read articles by the same author(s)

Obs.: This plugin requires at least one statistics/report plugin to be enabled. If your statistics plugins provide more than one metric then please also select a main metric on the admin's site settings page and/or on the journal manager's settings pages.