Paper Title :Performance Analysis of Health Services in Local Health Centers of Tasikmalaya Based on Customer Perspective
Author :Mohamad Bayu Herdiawan Hidayat, Mm, Jafar Sembiring M.Ed.M.
Article Citation :Mohamad Bayu Herdiawan Hidayat ,Mm ,Jafar Sembiring M.Ed.M. ,
(2017 ) " Performance Analysis of Health Services in Local Health Centers of Tasikmalaya Based on Customer Perspective " ,
International Journal of Management and Applied Science (IJMAS) ,
pp. 63-69,
Volume-3,Issue-6
Abstract : The City of Tasikmalaya projecting one of the local health centers in the district Purbaratu to be a Public Service
Agency (PSA). Before changing the status into PSA, it takes a step to accelerate the performance evaluation of improving the
status of local health center in the city of Tasikmalaya into PSA. The latest government regulations for assessing the
performance of public services have been set forth by the Decree of the Minister of Administrative Reform No.
25/KEP/M.PAN/2/2004 dated February 24, 2004. This decree contains guidelines for the community satisfaction index for
government service agencies. By using these guidelines, a collecting data method conducted through questionnaires. The
results is obtained 130 valid questionnaires. From the data processing expectations variables obtained an average score of 3.22
expectations and the average score of 2.57 reality. The average score of this fact illustrates the performance of services "Good"
because the score is above 2.51 and below 3.25. The results are then processed according to the methods
Importance-Performance Analysis. Through a gap analysis, obtained an average score of 0.64 total gap. There are some
elements which are then entered into quadrant top priority to overhaul. Some of these elements include the responsibility of
service personnel, environmental comfort, and the reasonableness of the service charge. Recommendations that can be done
such as providing employee training, complementary service facilities, and cooperate with third parties to secure funding.
Keywords- City of Tasikmalaya, Health, Importance- Performance Analysis, Performance Evaluation.
Type : Research paper
Published : Volume-3,Issue-6
DOIONLINE NO - IJMAS-IRAJ-DOIONLINE-8412
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Published on 2017-08-29 |
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