Pengukuran Kualitas Pelayanan Publik Berdasarkan Indeks Kepuasan Masyarakat di Puskesmas Tinangkung Utara Kabupaten Banggai Kepulauan

Public Service Quality Measurement Based on Community Satisfaction Index at Tinangkung Utara Health Center

Abstract

Pelayanan publik di puskesmas perlu dievaluasi secara berkala untuk memastikan bahwa pelayanan yang diberikan sesuai dengan kebutuhan dan harapan masyarakat. Penelitian ini bertujuan menganalisis kualitas pelayanan publik di Puskesmas Tinangkung Utara Kabupaten Banggai Kepulauan berdasarkan Indeks Kepuasan Masyarakat (IKM). Penelitian menggunakan pendekatan kuantitatif dengan desain observasional deskriptif. Sebanyak 43 pengguna layanan dipilih dengan teknik accidental sampling. Data dikumpulkan menggunakan kuesioner Survei Kepuasan Masyarakat yang mengacu pada Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Nomor 14 Tahun 2017, yang mencakup sembilan unsur pelayanan. Analisis dilakukan secara deskriptif melalui perhitungan nilai setiap unsur dan nilai IKM keseluruhan pada skala konversi 25–100. Hasil penelitian menunjukkan nilai IKM keseluruhan sebesar 85,16 yang termasuk mutu pelayanan B dengan kinerja unit pelayanan baik. Penanganan pengaduan, saran, dan masukan memperoleh nilai tertinggi sebesar 96,30 dan termasuk kategori sangat baik. Tujuh unsur lainnya berada pada kategori baik, yaitu perilaku pelaksana (88,00), kompetensi pelaksana (87,00), produk spesifikasi jenis pelayanan (86,00), biaya/tarif (85,00), persyaratan (84,00), sistem, mekanisme, dan prosedur (83,00), serta waktu penyelesaian (82,00). Sarana dan prasarana memperoleh nilai terendah sebesar 74,91 dan termasuk kategori kurang baik. Temuan ini menunjukkan bahwa kekuatan pelayanan terutama berada pada respons terhadap pengaduan dan aspek petugas, sedangkan sarana dan prasarana menjadi prioritas utama perbaikan. Puskesmas perlu mempertahankan unsur yang telah berkinerja baik sekaligus melakukan evaluasi kebutuhan fasilitas secara terarah dan memantau IKM secara berkala.

Public services at community health centers require periodic evaluation to ensure that the services delivered meet community needs and expectations. This study aimed to assess public service quality at the Tinangkung Utara Community Health Center, Banggai Kepulauan Regency, using the Community Satisfaction Index (CSI). A quantitative descriptive observational design was used. Forty-three service users were selected through accidental sampling. Data were collected using the Community Satisfaction Survey questionnaire based on Regulation of the Minister of Administrative and Bureaucratic Reform of the Republic of Indonesia No. 14 of 2017, covering nine service elements. Descriptive analysis was performed by calculating the score for each element and the overall CSI on a 25–100 conversion scale. The overall CSI was 85.16, corresponding to service quality grade B and a good service performance category. Complaint, suggestion, and feedback handling had the highest score (96.30) and was categorized as very good. Seven other elements were categorized as good: staff behavior (88.00), staff competence (87.00), service product specifications (86.00), fees/tariffs (85.00), requirements (84.00), systems, mechanisms, and procedures (83.00), and service completion time (82.00). Facilities and infrastructure had the lowest score (74.91) and were categorized as less good. These findings indicate that complaint responsiveness and staff-related elements are key strengths, while facilities and infrastructure should be the primary improvement priority. The health center should maintain high-performing elements, conduct a targeted assessment of facility needs, and monitor the CSI periodically.