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Kinerja Puskesmas Menurut Pandangan Konsumen

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Performance of the Public Health Centre (PHC) is still an issue that their services was not satisfying their consumers. This study analyzed the PHC’s performance based on the consumer’s view. This study was done in 8 PHC, 4 in East Java Province,2 in West Java Province and the East Nusa Tenggara Province which was chosen through purposit samling. Study population were patients which come at the Health Centre and analysis unit is the PHC. Variable in this study are the climension of the PHC’s performance which include the services,Provider attitudes and the PHC’s condition. Data was collected using questionnaires and secondary data. Data Analysis was done using the quadrant of consumer’s importance and expectation on the performance dimensions which are average value of Y dan X. The result showed that based on consumer’s view, the PHC performance that was not as they expected were services in ticket counter and policlinic, the provider’s view, the PHC performance that was not as they expected were services in ticket counter and policlinic, the provider’s attitude which serve at the ticket counter and the nurse at the policlinik, also the condition of the waiting room. This dimension of performance need to be strenghthened because they are service quality factors and could be the mix marketing factors of the PHC. Thereforthe study recommended that the mindset pf PHC’s personnels be directed to be an entrepreneur to serve in quality as expected by consumers.

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Surabaya : Puslitbang Sistem dan Kebijakan Kesehatan., 2008

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5P.

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1410-2935

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