Khair, Wildan (2014) ANALISIS PENGUKURAN KEPUASAAN PELANGGAN MELALUI METODE IMPORTANCE PERFORMANCE ANALYSIS (IPA) DAN CUSTOMER SATISFACTION INDEX (CSI) (Studi Kasus : Puskesmas Depok II Condong Catur Sleman, Yogyakarta). Other thesis, UPN ''VETERAN'' YOGYAKARTA.
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Abstract
Kualitas pelayanan merupakan indikator kinerja bagi penyelenggara pelayanan
kesehatan seperti puskemas. Puskemas akan dapat tetap bersaing apabila terus
melakukan perbaikan kinerja. Jika kualitas pelayanan tersebut telah tercukupi dan
berhasil diwujudkan, maka konsumen (pasien) diharapkan puas terhadap pelayanan
yang diberikan puskemas. Kepuasan konsumen merupakan suatu hal yang abstrak dan
hasilnya pun bervariasi karena pada dasarnya sangat tergantung kepada mesing-masing
persepsi individu. Oleh karena itu, pelayanan puskemas harus berubah mengarah pada
kekuatan pasar yang tujuan utamanya adalah mempertahankan pasien. Salah satu cara
untuk mempertahankan loyalitas konsumen, pihak puskemas dituntut selalu menjaga
kepercayaan konsumen (pasien) dengan memperhatikan secara cermat kebutuhan yang
diperlukan sebagai upaya memenuhi keinginan dan harapan atas pelayanan yang
diberikan. Aspek-aspek inilah yang nantinya akan digunakan sebagai bahan
perencanaan strategi puskemas. Penelitian ini berjudul “Analisi Pengukuran Kepuasaan
pelanggan Melalui Metode Importance Performance Analysis (IPA), dan Costumer
Satisfaction Index (CSI) (Studi Kasus pada Puskesmas Depok II Condong Catur Sleman,
Yogyakarta)”.
Pengumpulan data penelitian dilakukan dengan cara memberikan kuesioner kepada
responden penelitian yaitu Pasien Puskesmas Depok II Condong Catur Sleman,
Yogyakarta. Dalam penelitian ini disebarkan 100 kuesioner pada 100 responden.
Penelitian dilakukan di Puskesmas Depok II Condong Catur Sleman, Yogyakarta. Alat
analisis yang digunakan adalah Importance and Performance Rating Analysis (IPA) dan
Costumer Satisfaction Index (CSI).
Hasil analisis menunjukkan bahwa responden sudah puas terhadap kualitas
pelayanan Puskesmas Depok II Condong Catur Sleman, Yogyakarta ditinjau dari aspek
tangible Puskesmas Depok II Condong Catur Sleman, Yogyakarta dimana nilai kinerja
lebih besar dari nilai harapan Pasien Puskesmas Depok II Condong Catur Sleman,
Yogyakarta. Responden sudah puas terhadap aspek reliability Puskesmas Depok II
Condong Catur Sleman, Yogyakarta di mana nilai kinerja lebih besar dari nilai harapan
Pasien Puskesmas Depok II Condong Catur Sleman, Yogyakarta. Responden sudah puas
terhadap aspek responsive Puskesmas Depok II Condong Catur Sleman, Yogyakarta
dimana nilai kinerja lebih kecil dari nilai harapan Pasien Puskesmas Depok II Condong
Catur Sleman, Yogyakarta. Responden sudah puas terhadap aspek assurance Puskesmas
Depok II Condong Catur Sleman, Yogyakarta dimana nilai kinerja lebih besar dari nilai
harapan Pasien Puskesmas Depok II Condong Catur Sleman, Yogyakarta dan responden
sudah puas terhadap aspek emphathy Puskesmas Depok II Condong Catur Sleman,
Yogyakarta dimana nilai kinerja lebih besar dari nilai harapan Pasien Puskesmas Depok
II Condong Catur Sleman, Yogyakarta.Hasil Costumer Satisfaction Index (CSI) diketahui
kebanyakan responden (79,63%) puas terhadap Kinerja dan Harapan Pasien Puskesmas
Depok II Condong Catur Sleman, Yogyakarta. Hal ini menunjukkan bahwa responden
puas terhadap aitem tangibles, reliability, responsiveness, assurance, dan empathy.
Kata kunci: Importance Performance Analysis, Costumer Satisfaction Index.
Quality of service is an indicator of performance for healthcare providers such as
clinic. Clinic will be able to remain competitive in a constantly make improvements in
performance. If the quality of service would be sure and successfully realized, then the
consumer (the patient) are expected services provided satisfied against of clinic.
Customer satisfaction is an abstract thing and the results vary because basically depends
greatly upon the individual perception of each mesing. Therefore, the service should
change puskemas leads to market forces whose sole purpose is to maintain the patient.
One way to retain the loyalty of the consumer, the parties always maintain the trust
required puskemas consumers (patients) and pay attention to the required needs carefully
in an effort to meet the wishes and expectations of the services provided. Aspects this is
what will be used as a planning strategy health center fully.Research is called analysis
measurement trought customers by method Importance Performance Analysis ( IPA ),
and Costumer Satisfaction Index ( CSI ) ( case study on Clinic Depok II Condong Catur,
Sleman, Yogyakarta)
Data collection research done by giving questionnaires to respondents research of
Patients Clinic Depok II Condong Catur Sleman, Yogyakarta. In this study of 100
questionnaires distributed at 100 respondents. Research conducted at health centers in
Depok II Condong Catur Sleman, Yogyakarta. Analysis used by method Importance
Performance Analysis (IPA) and Customer Satisfaction Index (CSI).
Results of analysis showed that the respondents were satisfied with the quality of
service of clinics Depok II Condong Catur Sleman Yogyakarta, tangible aspects of health
centers in Depok II Condong Catur Sleman Yogyakarta, where the value is greater than
the value of the performance expectations of the Patients of clinics Depok II Condong
Catur Sleman, Yogyakarta. The respondent had satisfied the reliability aspect of clinics
Depok II Condong Catur Sleman,Yogyakarta, where the value is greater than the value of
the performance expectations of the Patients of clinics Depok II Condong Catur Sleman,
Yogyakarta. The respondents are satisfied with respect to aspects of the responsive health
centers in Depok II Condong Catur Sleman Yogyakarta, where the value is less than the
value of the performance expectations of the Patients of clinics Depok II Condong Catur
Sleman, Yogyakarta. The respondents are satisfied with respect to aspects of assurance
Clinics Depok Sleman Condong Catur II, Yogyakarta where the value is greater than the
value of the performance expectations of the Patients of clinics Depok II Condong Catur
Sleman,Yogyakarta, and respondents were satisfied with respect to aspects of emphathy
Clinics Depok II Condong Catur Sleman,Yogyakarta where the value is greater than the
value of the performance expectations of the Patients of clinics Depok II Condong Catur
Sleman, Yogyakarta. results of the Customer Satisfaction Index (CSI) is known to most
respondents (79,63%) were satisfied with the performance and expectations of Patients of
clinics Depok Sleman Condong Catur II, Yogyakarta. This indicates that respondents are
satisfied against aitem tangibles, reliability, responsiveness, assurance and empathy.
Keywords : Importance Performance Analysis, Costumer Satisfaction Index.
| Item Type: | Thesis (Other) |
|---|---|
| Subjek: | T Technology > TS Manufactures |
| Divisions: | x. Faculty of Engineering, Science and Mathematics > School of Engineering Sciences |
| Depositing User: | Erny Azyanti |
| Date Deposited: | 30 Aug 2016 08:12 |
| Last Modified: | 30 Aug 2016 08:12 |
| URI: | http://eprints.upnyk.ac.id/id/eprint/5888 |
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