PERSEPSI KEPUASAN MASYARAKAT TERHADAP KUALITAS PELAYANAN PUBLIK KESEHATAN IBU DAN ANAK (KIA) DI PUSKESMAS CIPAKU KOTA BOGOR

Abstract

Based on the background and formulation of the problems stated above, the objectives to be achieved in the study are: 1. To find out the condition of the quality of maternal and child health services in the Cipaku Health Center in Bogor City, 2. To find out the level of community satisfaction with the quality of health services mother and child (KIA) in Cipaku Health Center, Bogor City. The results of the study, it is known that the quality of health services in Cipaku has not met the needs and desires of patients. The unmet needs and wants of patients are shown by the results of the analysis that there are several attributes that must be prioritized and maintained. This result is supported by the results of the Importance Performance Analysis (IPA) analysis which is known in the Cartesian diagram in quadrant I whose management priorities are service procedures, clarity of service personnel, officer capabilities, certainty of service schedules, and service security. And in quadrant II that must be maintained and increasingly optimized are service requirements and fairness of service costs. The results of the analysis in quadrant III of the community were satisfied with the services provided by the Cipaku Puskesmas, although the level of importance was still low. It is hoped that an alternative strategy will be developed to increase the dimensions in quadrant III. Based on the results of Weight Mean Score (WMS) analysis, it shows that the condition of service quality at the Cipaku Health Center is good.