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PENGUKURAN KINERJA BERDASARKAN INDEKS KEPUASAN MASYARAKAT PADA PUSKESMAS KALIRUNGKUT SURABAYA

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This research is meant to find out the service performance quality of the Puskesmas Kalirungkut Surabaya which is evaluated based on the General Guidelines of Arranging the Community Satisfaction Index of Government Agencies Service Unit according to KEP/25/M.PAN/2/2004 which is evaluated each service element, such as service procedures, service requirements, service officers’ clarity, service officers’ disciplinary, services officers’ responsibility, service officers’ ability, service duration, service equality, officers’ politeness and hospitality, reasonable service cost, service cost certainty, service schedules certainty, comfort environment and service security, and to find out the expectation of society as the customers toward the Puskesmas Kalirungkut service as well as the suitability level to the standard operational procedure (SOP) which have been made.
Keywords: Performance Assessment, Community Satisfaction Index, Public Expectation, Cartesian Diagram, Standard Operational Procedure.

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Judul Seri

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No. Panggil

AMA-132086

Penerbit

: ., 2013

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Bahasa

Indonesia

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AMA-132086

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