PENGUKURAN KINERJA KARYAWAN BERDASARKAN LAYANAN KESEHATAN PADA PUSAT KESEHATAN MASYARAKAT MEDOKAN AYU

Abstract

The purpose of the research which has been done on Medokan Ayu Public Health Clinic Surabaya is to find out
how the public assessment to the medical care services which has been performed by the employees of Public
Health Clinic and to find out how the services which have been provided by the employees of Public Health
Clinic to the community who have become the customers of Medokan Ayu Public Health Clinic Surabaya. The
technique has been carried out in analyzing the performance of the employees the Public Health Clinic by using
Community Satisfaction Index (CSI). The result of the survey which has been conducted at Medokan Ayu
Public Health Clinic Surabaya about how the employee performance in providing medical services which has
been conducted to the community each of the survey has indicator, i.e.: (1) service procedures, (2) terms of
service, (3) service personnel clarity, (4) service personnel disciplinary, (5) service personnel responsibility, (6)
service personnel ability, (7) service duration, (8) service equality, (9) service personnel courtesy, (10) service
charge reasonableness, (11) service charge suitability, (12) service precision execution, (13) environmental
comfort, (14) security level are in excellent position with overall average index is 3.27 and it shows the
community satisfaction index after it has been converted is 81.73 which means that overall the services which
have been provided by Medokan Ayu Public Health Clinic Surabaya gain excellent mark.
Keywords: Performance measurement, community satisfaction index, medical services