Community Satisfaction Index (CSI) Regarding Outpatient Services at UPTD Puskesmas Batumandi Subdistrict, Balangan District

Norhidayah; Nasripani; Anna  Maryati

doi:10.17605/cajssh.v5i8.1266

Authors

Norhidayah Public Administration Study Program, Amuntai College of Administrative Sciences, Indonesia
Nasripani Public Administration Study Program, Amuntai College of Administrative Sciences, Indonesia
Anna Maryati Public Administration Study Program, Amuntai College of Administrative Sciences, Indonesia

DOI:

https://doi.org/10.17605/cajssh.v5i8.1266

Keywords:

Community Satisfaction Index (IKM), Outpatient Services, Service Quality, Public Health Center (Puskesmas), Patient Satisfaction

Abstract

This research is motivated by service problems in the unclear way of online registration due to lack of information or the information provided should reach the community quickly and accurately, waiting rooms for people who are outside the room so they complain about the heat, parking lots that are still makeshift, and officers who are still lacking in discipline for providing prompt and good service to patients. Based on the above, this study aims to determine the Community Satisfaction Index (IKM) for Outpatient Services at the UPTD Puskesmas Batumandi Sub District, Balangan District. The method used in this research is descriptive quantitative, with a sample of 98 respondents. Collecting data in this study by means of observation, questionnaires, and documentation. The sampling technique used is incidental sampling. In analyzing the data using general guidelines for compiling the Community Satisfaction Index. The results showed that the Community Satisfaction Index (IKM) for Outpatient Services at the UPTD Puskesmas Batumandi Sub District, Balangan District obtained an index value of 3.25 and the community satisfaction index value after being converted was 81.1 so that the service quality was "B" Based on the results of research conducted , the Community Satisfaction Index (IKM) value for Outpatient Services at the UPTD Puskesmas Batumandi Sub District, Balangan District has reached a "good" value. By knowing the quality values at the Batumandi Health Center, overall good results were obtained, although in some elements there were still some that did not meet the values for each element that had been listed in Permenpan No.16 of 2014, so the researchers provided advice to the Head of UPTD Batumandi Health Center to improve facilities and infrastructure, for example by improving and clarifying better service flow so that new patients can easily understand it and adding or repairing parking lots. to employees to be more disciplined in providing services, and to provide services in accordance with what has been promised to the community.

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