TA DIGITAL
Analisis indeks kepuasan konsumen terhadap pelayanan puskesmas padangsari
The purposes of this study was to identify the consumer profile of Padangsari Health Center, the response of consumers for services provided at Padangsari Health Center, the consumers expectations of quality of service provided Padangsari health center, and to find out how large the Indeks Kepuasan Pelanggan (Customer Satisfaction Index) for services provided Padangsari health center. In collecting the data interview, quesionnaire, and literature review were used. The population in this study were all health center patients at Padangsari during January-March 2012. The sampling technique used was purposive sampling. The number of samples in this study were 100 respondents. The analytical method used was a test of validity, reliability and customer satisfaction index.
The results of this study shows that to measure the customer satisfaction of the services provided was by comparing Padangsari health center performance levels with the level of expectation. Having found how much customer satisfaction index then it was plotted on cartesius diagram. This diagram was used to determine the indicators included in the main priority, sustaiality, low priority or redundancy. The results of this study indicates the number of customer satisfaction index of the Reliability was 80.67%, the Tangible was 92.93%, the Responsiviness was 80.21%, the Assurance was 80.78%, and then the Empathy was 75.7%.
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