ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PUSKESMAS BESUKI SITUBONDO

AFRIYANTO, RIZKI (2008) ANALISIS KEPUASAN PELANGGAN TERHADAP KUALITAS PELAYANAN PUSKESMAS BESUKI SITUBONDO. Other thesis, University of Muhammadiyah Malang.

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Abstract

This research was a survey method to ‘Puskesmas Besuki Situbondo’, titled “Analysis of Consumer Satisfaction to the Service Quality at Puskesmas Besuki Situbondo’. This research aimed to find out the consumer satisfaction to the quality of ‘Puskesmas Besuki Situbondo’ service. Analytical tool used in this research was Consumer Satisfaction Index (IKP – Indeks Kepuasan Konsumen) to find out the consumer satisfaction and also to show the indicator rank of service quality and rank of service quality variable according to the consumer’s wish, importance and company’s performance using cartesius diagram analysis. Index determination was 0,66 or IKP < 1, which mean that the consumer didn’t satisfy about the service given by ‘Puskesmas Besuki Situbondo’. The result from analysis tool cartesius diagram, there found that reliability variable by importance rate for 4,11 and performance rate average 2,98 ; receiving variable with importance level 4,05 and performance rate for 4,05 and performance average 3,11 ; located in B quadrant, which meant, three of the variable was considered as important variable by the consumer and the service should be maintained. Empathy variable with importance rate for 3,86 and performance rate 2,47 located in C quadrant, which meant the variable was considered as un-important and did averagely by ‘Puskesmas Besuki Situbondo’ ; physical evidence variable with importance rate 3,75 and performance rate 2,88 located in D quadrant, which meant the variable considered as un-important and it was done well by ‘Puskesmas Besuki Situbondo’. The writer suggest that for reliable variable, respond and guaranty, management need to increase their ability, skill, and efficiency of their employee to help the consumer, especially the division who gave direct health service by following scheduled course and continued education, whether formal or informal. For empathy variable, to increase their ability, to create loyal consumer and person to person advertising. In physical evidence, management need to check all facilities used by consumer, so that could be proved that the facility was safe to be used.

Item Type: Thesis (Other)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Economic > Department of Management
Depositing User: Anggit Aldila
Date Deposited: 24 Apr 2012 08:29
Last Modified: 24 Apr 2012 08:29
URI: http://eprints.umm.ac.id/id/eprint/2890

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