Sugiarto, Bagus (2024) Analisis Pengaruh Mutu Layanan Kesehatan Terhadap Pencapaian Indeks Kepuasan Masyarakat di Puskesmas X. Tugas Akhir (S1) - thesis, Universitas Bakrie.
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Abstract
In the service sector, quality has been identified as a variable with an important role, as well as in the context of health services, customer perception of service quality is also believed to be a success factor for health organizations. According to research conducted by Tri Rakhmawati et al. in 2013, it shows that the model for measuring the quality of healthcare services in Indonesia consists of 24 indicators divided into four dimensions, while as regulated in Permenpan number 14 of 2017, the measurement of public service quality is carried out using 9 indicators, which produce the Community Satisfaction Index. After data was collected through questionnaires given to 53 respondents who used the services of Puskesmas X with diverse characteristics such as gender, age, and income, it was found that there were only 5 indicators of the Health Personnel Quality dimension and 1 indicator of the Quality of Administrative Processes from Health Service Quality that were valid, so that the influence and significance could be evaluated on Perceived Satisfaction and Community Satisfaction Index, using SEM PLS. Furthermore, the results of hypothesis testing with a significance level of 5% show that only the indicator of the Health Personnel Quality dimension of Health Service Quality has a significant influence on Perceived Satisfaction, as well as the Community Satisfaction Index.
| Item Type: | Thesis (Tugas Akhir (S1) - ) |
|---|---|
| Uncontrolled Keywords: | Healthcare service quality, community satisfaction index, SEM-PLS |
| Subjects: | Customer Satisfaction Service Quality Thesis > Thesis (S1) |
| Divisions: | Fakultas Teknik dan Ilmu Komputer > Program Studi Teknik Industri |
| Depositing User: | Bagus Sugiarto |
| Date Deposited: | 10 Sep 2024 07:19 |
| Last Modified: | 10 Sep 2024 07:19 |
| URI: | https://repository.bakrie.ac.id/id/eprint/10519 |
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