MENGUKUR KEPUASAN PELAYANAN PUBLIK INSTITUSI PEMERINTAH: STUDI KASUS PADA BUMN PT. JAMSOSTEK (PERSERO)
##plugins.themes.bootstrap3.article.sidebar##
##plugins.themes.bootstrap3.article.main##
Abstract
Improving the service quality is not an easy task, especially if several parties are involved in the service delivery. Health Service Assurance (JPK) Program represents a type of public service on health conducted by PT Jamsostek (Persero). The program engages three parties: PT Jamsostek (Persero) as the host agency, provider as the health service delivering agent, and users as the clients comprising of institutions and their employees. Each party has its own shortcomings. The interaction of the three parties would raise further problematic issues than influence the service quality. This research is conducted to measure customer’s satisfaction toward the health service delivery.
##plugins.themes.bootstrap3.article.details##
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- The journal allow the authors to hold the copyright without restrictions and allow the authors to retain publishing rights without restrictions.
- Authors can enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) before and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
References
Azwar, Azrul. 1996. Menjaga Mutu Pelayanan Kesehatan. Jakarta: Pustaka Sinar Harapan.
Donabedian, A. 1980. Exploration in Quality Assesment and Monitoring Volume I, The
Definition of Quality and Approach to Its Assesment, Health Administration Press,
Michigan
Gerson, R.F. 2001. Mengukur Kepuasan Pelanggan. Jakarta: PPM.
Jacobalis, S. 1989. Menjaga Mutu Pelayanan Rumah Sakit. Jakarta: Citra Windu Satria.
Krowinski and Steibcr. 1996. Measuring and Managing Patient- Satisfaction. USA American
Hospital Associations.
Mc lntyre et. al. 1995. Measuring Customer Satisfaction. Maryland: An Aspen Publication.
Parasuraman, A. et al. 1999. Delivering Quality Service. Balancing Customer Perception and
Expectation. New York: Mac. Milan Publisher..
Schroeder, P. 1994. Improving Quality and Performance. Year Book Inc.
Wijono, D. 2000. Manajemen Mutu Pelayanan Kesehatan. Surabaya: Airlangga University
Press.