Kualitas Pelayanan Kesehatan Puskesmas di Kecamatan Sukatani Kabupaten Bekasi : Studi pada UPTD Puskesmas Sukatani Kabupaten Bekasi

Fatoni, Ahmad (2018) Kualitas Pelayanan Kesehatan Puskesmas di Kecamatan Sukatani Kabupaten Bekasi : Studi pada UPTD Puskesmas Sukatani Kabupaten Bekasi. Diploma thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

Fenomena yang terjadi pada penelitian awal adalah terdapat hambatan yang dialami oleh Pusat Kesehatan Masyarakat Sukatani Kecamatan Sukatani Kabupaten Bekasi dalam memberikan pelayanan sehingga mengakibatkan pelayanan kurang berkualitas, misalnya ketidak pastian pelayanan dalam hal transparansi pelayanan, minimnya kualitas dan kuantitas Sumber Daya Manusia yang memberikan Pelayanan, lamban, kurang ramahnya pegawai dalam melayani pasien dan rendahnya profesionalisme di tunjukan dari kurang tanggapnya pegawai Pusat Kesehatan Masyaarakat. Penelitian ini bertujuan untuk mengetahui bagaimana Kualitas Pelayanan Pusat Kesehatan Masyarakat yang diberikan kepada pasien oleh Pusat Kesehatan Masyarakat Sukatani Kecamatan Sukatani Kabupaten Bekasi. Teori yang digunakan adalah teori Kualitas Pelayanan dari Zeithamel, Parasuraman dan Barry 5 dimensi Reability, Responsiveness, Assurance, Emphaty dan Tangibles. Metode yang digunakan penulis dalam melakukan penelitian ini menggunakan metode penelitian kualitatif dalam pendekatan deskriptif. Hasil penelitian dan pembahasan bahwa kualitas pelayanan yang di lakukan oleh Pusat Kesehatan Masyarakat Sukatani Kecamatan Sukatani Kabupaten Bekasi dilihat dari kualitas pelayanan Pusat Kesehatan Masyarakat Sukatani masih ada yang kurang dalam pelayanan hal tersebut disebabkan oleh masih kurang disiplinnya pegawai Pusat Kesehatan Masyarakat, dan adanya sikap membeda-bedakan terhadap pasien. Kesimpulan dari penelitian ini bahwa kualitas pelayanan yang diberikan oleh Pusat Kesehatan Masyarakat Sukatani dilihat dari Kualitas Pelayanan Pusat Kesehatan Masyarakat Sukatani masih dibilang cukup baik hanya saja ada sedikit aspek-aspek yang masih harus diperbaiki sebagaimana prinsip pelayanan publik dalam keputusan Mentri Pendayagunaan Aparatur Negra Nomor 63 Tahun 2003 disebutkan bahwa penyelenggaraan pelayanan harus memenuhi beberapa prinsip antaralain, kesederhanaan, kejelasan, kepastian waktu, akurasi produk, kelengkapan, kelengkapan saran dan prasarana, keamanan, tangung jawab, kemudahan akses, kedisiplinan, kenyamanan. ABSTRAC Ahmad Fatoni, 1148010017, Service Quality of Community Health Centers at Sukatani Community Health Center, Sukatani District, Bekasi Regency. The phenomenon that occurs in the initial research is that there are obstacles experienced by the Sukatani Community Health Center, Sukatani District, Bekasi Regency, in providing services resulting in less quality services, such as uncertainty in service in terms of service transparency, lack of quality and quantity of Human Resources that provide services , slow, lack of friendliness of employees in serving patients and low professionalism is shown by the lack of responsiveness of community health center employees. This study aims to find out how the quality of public health center services provided to patients by the Sukatani Community Health Center, Sukatani District, Bekasi Regency. The theory used is the theory of Service Quality from Zeithamel, Parasuraman and Barry 5 dimensions of Reability, Responsiveness, Assurance, and Tangibles. The method used by the author in conducting this research uses qualitative research methods in a descriptive approach. The results of the study and the discussion that the quality of service performed by the Sukatani Community Health Center in Sukatani District, Bekasi Regency was seen from the quality of the Sukatani Community Health Center services, there was still a lack of service. Differentiate between patients. The conclusion of this study that the quality of services provided by the Sukatani Public Health Center is seen from the Quality of Service of the Sukatani Public Health Center, which is still fairly good, but there are few aspects that still need to be improved as the principle of public service in the decision of the Ministry of Administrative Reform Number 63 Year 2003 stated that service delivery must fulfill several principles, among others, simplicity, clarity, certainty of time, product accuracy, completeness, completeness of advice and infrastructure, security, responsibility, ease of access, discipline, comfort.

Item Type: Thesis (Diploma)
Uncontrolled Keywords: Kualitas; Pelayanan; Pusat Kesehatan Masyarakat
Subjects: Administration of The Physical Plant
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User: Ahmad Fatoni Ahmad Fatoni
Date Deposited: 23 Oct 2018 07:13
Last Modified: 23 Oct 2018 07:13
URI: https://digilib.uinsgd.ac.id/id/eprint/16016

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