Deskriptif Persepsi Kualitas Pelayanan dan Kepuasan Pelanggan dalam Layanan Ibu dan Anak di Pelayanan Obstetri Neonatal Emergensi Dasar (Poned) Puskesmas Ciawi Kabupaten Bogor : Pendekatan Evaluasi dari Sudut Pandang Pengguna

Intan Widayati, Tedjo Putranto

Abstract


Penelitian ini bertujuan untuk mengevaluasi persepsi kualitas pelayanan dan kepuasan pelanggan dalam layanan ibu dan anak di PONED Puskesmas Ciawi, Kabupaten Bogor, untuk mengatasi fluktuasi kematian ibu yang meningkat pada 2023. Pendekatan deskriptif dengan menggunakan metode survei cross-sectional yang melibatkan sampel sebanyak 105 responden yang dipilih secara Convenience Sampling selama April-Mei 2024. Data dikumpulkan melalui kuesioner yang mengukur lima dimensi kualitas pelayanan (keandalan, daya tanggap, jaminan, empati, dan bukti fisik) serta kepuasan pelanggan, dan dianalisis menggunakan SPSS 27. Hasil studi menunjukkan persepsi positif mayoritas responden terhadap kualitas layanan dengan korelasi signifikan terhadap kepuasan, terutama pada dimensi daya tanggap dan empati. Rekomendasi penelitian mencakup peningkatan pelatihan keterampilan komunikasi dan emosional bagi petugas kesehatan, penguatan keandalan dan jaminan layanan, perbaikan fasilitas fisik, serta penambahan tenaga kesehatan sesuai rekomendasi WHO. Pemantauan dan evaluasi berkala melalui survei kepuasan pasien diperlukan untuk mengidentifikasi area perbaikan dan menyusun strategi peningkatan layanan yang tepat, guna meningkatkan mutu layanan PONED dan memenuhi harapan pasien, khususnya ibu dan anak.
Kata kunci: Evaluasi, Persepsi Kualitas, Kepuasaan, PONED

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DOI: https://doi.org/10.62389/bina.v3i1.74


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