TA DIGITAL
Analisis Indeks Kepuasan Konsumen Berdasarkan Pelayanan Pada Puskesmas Juwana
Health is one thing which most needed and wanted by personal, family, and society. Usually, Indonesian people get the health service from Puskesmas or hospital. Puskesmas Juwana is one of health service facility which located in Juwana and fulfill criteria as health service facility. The optimal service is important to give to the consumers, not only for the consumers, but also giving a satisfaction to the consumers above the service.
The purpose of the research on this final project are to identify the quality service and analyze the consumers satisfaction about the service given by Puskesmas Juwana, which consist of service quality dimension such as Reliability, Tangible, Responsiveness, Assurance, and Empathy.
The techniques of collecting data are interviews, questionnaire, and literature review. Total of the questionnaires which are analyze are 99. The result of questionnaire was analyzed by Consumers Satisfaction Index which used to measure the consumers satisfaction by comparing the consumers expectancy with the service. After service quality attributes had been calculated, then, it would be placed on Cartecius Diagram. This diagram could be used to identify service indicators which should be the priority, defended, decreased, or eliminated.
The result of this research showed that the consumers satisfaction index of Reliability is 90,69%, Tangible is 89,9%, Responsiveness is 89,1%, Assurance is 87,04%, Empathy is 87,26% .
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