TINGKAT KEPUASAN PENGUNJUNG PUSKESMAS DI KOTA YOGYAKARTA

Abstract

Low public service has become a strategic policy issue because it shows organizational performance which is marked by a lot of dissatisfaction with public services. Objective: This study aims to determine how much visitor satisfaction (based on the rating/value) of Puskesmas in Yogyakarta City is and the factors that cause visitors to be satisfied and disappointed. Methods: quantitative descriptive research. The sample is visitors at 18 Puskesmas in Yogyakarta City who gave reviews on Google Maps as many as 1,096 people. Satisfaction is categorized into satisfied and disappointed. Data were analyzed using proportions. The results showed: 29.29% of visitors were disappointed with the services provided by the Puskesmas and 70.71% of visitors were satisfied. Based on the star rating, it is known that 1 star is 15.88%, 2 stars 5.2%, 3 stars 8.21%, 4 stars 20.44%, and 5 stars 50.27%. If you look at the number of stars given, the average value of visitor satisfaction with 18 Puskesmas in Yogyakarta City is 3.87 (out of a maximum value of 5). The satisfaction of Puskesmas visitors is due to the service factor 24.4%, the location 6%, the staff 4.8%, the queue 3.3%, the facilities 2.9% and the children's playground 1.5%. Meanwhile, visitor disappointment was caused by 10.5% service, 5.05% queue and registration, 2.9% staff, 2.3% parking lot, 0.9% waiting room.