Analisis Pelayanan Publik di Puskesmas Kecamatan Kramat Jati Kota Jakarta Timur
Keywords:
William N. Dunn, Service Quality, Health CenterAbstract
Kramat Jati Health Center is a first-level health facility located in the working area of DKI Jakarta Province in the Eastern part, which puts forward the vision of a healthy Kramat Jati plenary. However, problems that are often highlighted by the public in the scope of public service quality, conclude that there are still shortcomings and irregularities that will have an impact on public satisfaction. This study aims to analyze the quality of public services organized by the Kramat Jati Health Center as a public organization in the field of public health. This research uses qualitative method techniques with the William N. Dunn 5-dimensional theory approach, namely Tangible, Reliability, Assurance, Responsiveness, Emphaty. The source of information for this research was obtained from direct observation and interviews with several patients and visitors at the Puskesmas. The results of this study are for the 4 dimensions (Tangible, Reliability, Responsiveness and Emphaty) classified in the “very good” category, but 1 dimension (Assurance) is in the “not good” category, where this assurance service is still not maximized and satisfies the community. The conclusion of this study is that the services provided by the health center are quite good, it is only necessary to re-evaluate the Assurance dimension to make it better and well realized.
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