PENGUKURAN KINERJA PELAYANAN PUBLIK PADA PUSAT KESEHATAN MASYARAKAT SIDOSERMO SURABAYA

Abstract

Puskesmas as the public service institutions are required to have good performance. The public demand for
qualified public services performance, because the public has the rights to get the best medical services from the
government. The public desire to reform / to regulate the services of public health clinic as a result of the
convoluted services.This research is aimed to find out the level of public service performance of Puskesmas
Sidosermo Surabaya. The target population is all people who have ever used the medical services at Puskesmas
Sidosermo Surabaya and 100 people have been selected as samples. The data is the primary data (has been
obtained by issing questionnaires). Meanwhile, the analysis technique has been done by using Cartesian
diagram. The results of the calculation show that in A quadrant (top priority) is occupied by 3 (three) attributes,
in B quadrant (keep the achievement) is occupied by 7 (seven) attributes, in C quadrant (low priority) is
occupied by 3 (three) attributes and on the D quadrant (excessive priority) is occupied by 4 (four) attributes.
These results indicate that the medical services performance which have been provided by Puskesmas Sidosermo
Surabaya has satisfied the people who have ever used the services considering the total numbers of B and D
quadrants are bigger than the total numbers of A and C quadrants.
Keywords: performance of public services, community satisfaction, puskesmas