Jurnal Kesehatan Masyarakat dan Lingkungan Hidup
Vol 1 No 1 (2016): Jurnal Kesehatan Masyarakat dan Lingkungan Hidup

FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN KEPUASAN PELAYANAN PASIEN POLI GIGI DI PUSKESMAS BANDA SAKTI KECAMATAN BANDA SAKTI KOTA LHOKSEUMAWE

Bahri, Khairul (Unknown)



Article Info

Publish Date
18 Oct 2017

Abstract

BPFK Medan serves testing, calibration and radiation protection of medical devices as a duty in securing health facilities. The working area of ​​BPFK Medan consists of all health services located in Aceh, North Sumatera, Riau, West Sumatra, Riau Islands, Jambi and Bengkulu. A vast working area brings a lot of customer service demand. As calibration service provider for medical devices, BPFK Medan needs to satisfy customer satisfaction by providing quality services. Therefore, research is done to improve service quality by using DMAIC Six Sigma method. Results given, globally, the average BPFK Medan service quality is at 2.22 of sigma level and gap analysis results negative values. Priority for service improvements is focused on complying promised time and prioritized dimension of reliability. The action plan for BPFK Medan is suggested to improve services by evaluating and improving Standard Operating Procedures (SOP), conducting evaluation of calibration working method, providing managerial training for offices and upgrading the capability of calibration officers. Keywords: Customer Satisfaction, Service Quality, Gap Analysis, DMAIC, Six Sigma

Copyrights © 2016






Journal Info

Abbrev

Kesehatan_Masyarakat

Publisher

Subject

Health Professions Public Health

Description

Jurnal Kesehatan dan Lingkungan Hidup dikelola oleh Direktorat Pascasarjana Program Magister Ilmu Kesehatan Masyarakat Universitas Sari Mutiara Indonesia, merupakan salah satu wadah bagi para dosen dan mahasiswa baik dilingkungan kampus maupun di luar kampus untuk mengisi tulisan ataupun artikel ...