Analysis of Community Satisfaction on Service Quality During the Covid 19 Pandemic at the Puskesmas Bintaro Village
Abstract:
SKM (Community Satisfaction Survey) conducted at the Puskesmas Bintaro Village, Pesanggrahan District is useful for measuring the level of satisfaction and service improvement. Puskesmas as a public service agency, it is necessary to develop IKM (Community Satisfaction Index) as a benchmark for public service performance. During the Covid-19 pandemic, the implementation of SKM was still carried out and did not become an obstacle. The research, which was conducted at Puskesmas Bintaro Village, was a descriptive research, quantitative method with measurements using a Likert scale. The sampling technique used was simple random sampling and a sample of 100 respondents was obtained. The questionnaire used is a community satisfaction index questionnaire according to the Regulation of the Minister for Empowerment of State Apparatus and Bureaucratic Reform Number 14 of 2017. In this study, the majority of respondents were women as many as 61%, high school education graduates as much as 58%, age 15-49 years as many as 70%. Overall, of the nine service elements, the IKM value is 93,018. This shows that the IKM at the Puskesmas Bintaro Village in 2020 is categorized as Service Quality A. The service element that is not good is the result of service time, implementing competence, facilities and infrastructure, handling complaints and suggestions, implementing behavior, service requirements, system mechanisms and procedures. The results of this study can be used as a driving force for each health center to improve the quality of its services.
Author(s):
Ritha Erfina Simangunsong and Sri Rahayu
Pages:
57-63