Analisis Kualitas Pelayanan Program Jaminan Kesehatan Nasional (JKN) di Kabupaten Jepara (Studi Pada Puskesmas Kalinyamatan dan Puskesmas Mlonggo Kabupaten Jepara)

Abstract

As an inpatient health centers have facilities and medical capabilities the
initial reference point and as an organizer of a national health insurance services
(JKN) or BPJS kesehatandi Jepara district, health centers and clinics Mlonggo
Kalinyamatan required to always improve the quality of service to meet the
expectations and customer satisfaction. Effort - the government's efforts to
improve the quality of health services for the realization of a prosperous society
by organizing a national health insurance to the public in order to get proper
health care for free. However, despite no health insurance often poor and less
able to keep trouble getting the health care they deserve. This makes the need for
evaluation of the quality of services of the National Health Insurance program
(JKN) in health centers and community health centers Kalinyamatan Mlonggo.
This study is a qualitative research. The data source for this study is
secondary data such as data obtained from the results of questionnaires that will
be used as the basis of calculation of Customer Satisfaction Index (CSI). Data
analysis was performed with Importance-Performance Analysis.
Based on respondents' perceptions of service quality indicators of the
health center Kalinyamatan, it appears that the health center patients
Kalinyamatan less satisfied with the quality of service of Puskesmas
Kalinyamatan. Based on respondents' perceptions of service quality indicators of
the health center Mlonggo, it appears that the health center patients Mlonggo
satisfied with the quality of service of Puskesmas Mlonggo.