Penerapan Metode Customer Satisfaction Index (csi) Dan Importance Performance Analysis (ipa) Pada Kualitas Pelayanan Puskesmas Cipayung Kota Depok

Fadhlan Diyan Syakuron, Fajar Sidiq Adi Prabowo, Achmad Manshur Ali Suyanto

Abstract

Customer satisfaction at the Cipayung Health Center in Depok City is said to be unsatisfactory because recently many complaints have been filed through online comments at the Cipayung Health Center regarding the service quality of the Cipayung Health Center. This indicates that there is customer dissatisfaction with the quality of service provided by the Cipayung Health Center in Depok City. This study aims to determine the level of customer satisfaction at Cipayung Health Center Depok City and what attributes need to be maintained, improved and reduced in intensity to increase customer satisfaction at Cipayung Health Center Depok City. Research Methods in this study using quantitative methods of data collection through a questionnaire using a Likert scale. The number of samples taken was 100 respondents who had used the services of the Cipayung Health Center in Depok City. This research uses the service quality dimension with the Customer Satisfaction Index (CSI) data analysis method and the Importance Performance Analysis (IPA) data. The results of the study showed that the overall level of satisfaction of the Cipayung Health Center in Depok City based on the Customer Satisfaction Index (CSI) method was included in the "Satisfied" category. Through the Importance Performance Analysis (IPA) method, there is one item that needs to be improved, twelve items that need to be maintained and four items that need to be reduced in intensity by the management of the Cipayung Health Center, Depok City. Keywords: Service Quality, Customer Satisfaction, Customer Satisfaction Index (CSI), Importance Performance Analysis (IPA) Abstrak Kepuasan pelanggan pada Puskesmas Cipayung Kota Depok dikatakan kurang memuaskan dikarenakan belakangan ini banyak keluhan yang diadukan melalui komentar online pada Puskesmas Cipayung mengenai kualitas layanan Puskesmas Cipayung. Hal ini menandakan adanya ketidak puasan pelanggan pada kualitas kualitas pelayanan yang diberikan oleh Puskesmas Cipayung Kota Depok. Peneilitan ini bertujuan untuk mengetahui tingkat kepuasan pelanggan Puskesmas Cipayung Kota Depok serta atribut – atribut apa saja yang perlu dipertahankan, diperbaiki dan dikurangi intensitasnya untuk meningkatkan kepuasan pelanggan Puskesmas Cipayung Kota Depok. Metode Penelitian pada penelitian ini menggunakan metode kuantitatif dari pengumpulan data melalui kuesioner menggunakan skala likert. Jumlah sampel yang diambil sebanyak 100 responden yang pernah menggunakan layanan Puskesmas Cipayung Kota Depok. Penelitan ini menggunakan dimensi service quality dengan metode analisis data Customer Satisfaction Index (CSI) dan data Importance Performance Analysis (IPA). Hasil pada penelitian menunjukan secara keseluruhan tingkat kepuasan Puskesmas Cipayung Kota Depok berdasarkan metode Customer Satisfaction Index (CSI) termasuk dalam kategori “Puas”. Melalui metode Importance Performance Analysis (IPA) terdapat satu item yang perlu diperbaiki, dua belas item yang perlu dipertahankan dan empat item yang perlu dikurangi intensitasnya oleh pihak manajemen Puskesmas Cipayung Kota Depok. Kata kunci: Kualitas Layanan, Kepuasan Pelanggan, Costumer Satisfaction Index (CSI), Importance Performance Analysis (IPA)

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