Analisis Kualitas Pelayanan Puskesmas Muara Pinang Terhadap Kepuasan Pengunjung Menggunakan Metode IPA dan CSI

Abstract

ABSTRAK

Tenaga kesehatan memiliki peran krusial dalam meningkatkan kualitas pelayanan kesehatan maksimal kepada masyarakat, di mana Puskesmas Muara Pinang sebagai UPTD Dinas Kesehatan bertanggung jawab atas pelayanan kesehatan dasar yang komprehensif di wilayahnya; penelitian ini bertujuan menganalisis tingkat kualitas pelayanan dan fasilitas yang perlu dipertahankan, ditingkatkan, serta mengidentifikasi penyebab masalah menggunakan metode Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA), dan diagram fishbone. Penelitian dilakukan dengan pendekatan kuantitatif pada pengunjung Puskesmas Muara Pinang, menghasilkan nilai CSI sebesar 80,45% (kategori puas) karena dapat dikatakan bahwa tingkat kepuasan pelanggan disana secara umum berada pada kategori puas. namun IPA 86,65% (belum puas)yang berarti pelayanan yang di berikan Puskesmas Kecamatan Muara pinang belum memuaskan karena nilai tersebut berada di bawah 100% (Apabila Tki < 100%, berarti pelayanan belum memuaskan),dan dengan diagram Kartesius mengidentifikasi empat atribut prioritas perbaikan yaitu fasilitas ruang perobatan dan pelayanan umum (dimensi tangibles), kenyamanan antri obat (dimensi assurance), serta respon petugas obat (dimensi empathy), yang disebabkan oleh faktor manusia, metode, material, mesin, lingkungan, dan pengukuran berdasarkan fishbone. Kesimpulan utama menekankan perlunya perbaikan prioritas tersebut guna meningkatkan kepuasan pengunjung secara keseluruhan.

Kata Kunci: customer satisfaction index, fishbone, importance performance analysis.

ABSTRACT

Analysis of Muara Pinang Community Health Center Service Quality Regarding Visitor (Patient) Satisfaction Using IPA and CSI Methods. Healthcare workers play a crucial role in delivering optimal healthcare services to the community; the Muara Pinang Community Health Center (Puskesmas), as a technical implementation unit of the Health Office, is responsible for providing comprehensive primary healthcare in its area. This study aims to analyze service quality and facility standards—identifying aspects to maintain or improve—and to pinpoint the root causes of issues using the Customer Satisfaction Index (CSI), Importance-Performance Analysis (IPA), and fishbone diagrams. A quantitative approach involving visitors to the Muara Pinang Puskesmas yielded a CSI score of 80.45% (categorized as "satisfied"), indicating a generally satisfactory level of customer satisfaction. However, the IPA score was 86.65% (categorized as "not yet satisfied"), signifying that the services provided were not fully satisfactory as the score fell below the 100% threshold. A Cartesian diagram identified four priority areas for improvement: treatment room and general service facilities (tangibles dimension), comfort during the medication queue (assurance dimension), and the responsiveness of pharmacy staff (empathy dimension); fishbone analysis attributed these issues to factors involving people, methods, materials, machines, the environment, and measurement. The study concludes by emphasizing the need to address these priority areas to enhance overall visitor satisfaction

Keyword: customer satisfaction index, fishbone, importance performance analysis.