Khaira, Vulka Matswatul and Sumarno, Dwi Agus (2025) PENGARUH KUALITAS WAKTU PENYELESAIAN, PENANGANAN PENGADUAN SARAN DAN MASUKAN TERHADAP KEPUASAN MASYARAKAT DI RUMAH SAKIT UMUM DAERAH KABUPATEN KUBU RAYA PROVINSI KALIMANTAN BARAT. Other thesis, IPDN.
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Abstract
ABSTRACT Problem/Background (GAP): Public services in the health sector play a vital role in improving public welfare. The Kubu Raya District General Hospital (RSUD) is one of the public service institutions that is expected to be able to provide quality services. However, the results of the 2023 Public Satisfaction Index Survey (IKM) show that two aspects of service, namely the time of completion and handling of complaints, suggestions, and input, still receive low ratings from the public. Porpuse: This study aims to analyze the effect of the quality of the time of completion and handling of complaints, suggestions, and input on public satisfaction as users of public services at the Kubu Raya District Hospital. Method: The research approach used is quantitative with a survey method. Data collection was carried out by distributing questionnaires to the public who had used the services of the RSUD, and analyzed using multiple linear regression techniques to determine the relationship between variables. Results: The results of the study indicate that the quality of the time of completion has a significant effect on public satisfaction. Responsive and transparent complaint handling has also been shown to increase user satisfaction. These findings emphasize the importance of a quick response, clear procedures, and community involvement in the service evaluation process. Conclusion: Both factors, namely the time of completion and handling of complaints, suggestions and inputs, contribute significantly to public perception and satisfaction with the services of the Kubu Raya Regional Public Hospital. The main recommendations include increasing the effectiveness of SOPs, improving the quality of human resources, and optimizing the public complaint system as a form of commitment to quality-oriented public services. Keywords: Quality of Public Services, Public Satisfaction, Time of Complaint Resolution, Handling of Complaints, Suggestions and Inputs at Kubu Raya Regional Public Hospital ABSTRAK Permasalahan/Latar Belakang (GAP): Pelayanan publik di sektor kesehatan memegang peranan vital dalam meningkatkan kesejahteraan masyarakat. Rumah Sakit Umum Daerah (RSUD) Kabupaten Kubu Raya merupakan salah satu institusi pelayanan publik yang diharapkan mampu memberikan pelayanan berkualitas. Namun, hasil Survei Indeks Kepuasan Masyarakat (IKM) tahun 2023 menunjukkan bahwa dua aspek pelayanan waktu penyelesaian dan penanganan pengaduan saran dan masukan masih mendapatkan penilaian rendah dari masyarakat. Tujuan: Penelitian ini bertujuan untuk menganalisis pengaruh kualitas waktu penyelesaian dan penanganan pengaduan, saran, dan masukan terhadap kepuasan masyarakat sebagai pengguna layanan publik RSUD Kabupaten Kubu Raya. Metode: Pendekatan penelitian yang digunakan adalah kuantitatif dengan metode survei. Pengumpulan data dilakukan melalui penyebaran kuesioner kepada masyarakat yang pernah menggunakan layanan RSUD, dan dianalisis menggunakan teknik regresi linear berganda untuk mengetahui hubungan antara variabel. Hasil/Temuan: Penelitian menunjukkan bahwa kualitas waktu penyelesaian memiliki pengaruh signifikan terhadap kepuasan masyarakat, terutama dalam aspek kecepatan dan ketepatan pelayanan. Penanganan pengaduan yang responsif dan transparan juga terbukti meningkatkan persepsi positif masyarakat terhadap layanan RSUD Kubu Raya. Kesimpulan: Kualitas waktu penyelesaian dan sistem pengaduan berpengaruh secara signifikan terhadap tingkat kepuasan masyarakat. Disarankan agar RSUD meningkatkan efektivitas SOP, memperkuat SDM, serta mengoptimalkan sistem pengaduan digital untuk membangun layanan publik yang responsif dan partisipatif. Kata kunci: Kualitas Pelayanan Publik, Kepuasan Masyarakat, Waktu Penyelesaian, Penanganan Pengaduan saran dan masukan RSUD Kubu Raya
| Item Type: | Thesis (Other) |
|---|---|
| Subjects: | H Social Sciences > H Social Sciences (General) |
| Divisions: | Campus > IPDN Kampus Jatinangor |
| Depositing User: | Administrasi Pemerintahan Daerah FMP |
| Date Deposited: | 04 Jun 2025 06:37 |
| Last Modified: | 04 Jun 2025 06:37 |
| URI: | http://eprints.ipdn.ac.id/id/eprint/24005 |
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