ABSTRAK
Latar Belakang. Sebagian besar pasien masih mengeluhkan pelayanan puskesmas yang kurang memuaskan. Kepuasan pasien dapat dinilai berdasarkan lima dimensi kepuasan, yaitu kehandalan (reliability), ketanggapan (responsiveness), jaminan/asuransi (assurance), empati (empathy) dan bukti fisik (tangibles). Metode Penelitian Penelitian dilakukan di Kecamatan Lindu Kabupaten Sigi Sulawesi Tengah pada tanggal tanggal 10 April 2015 hingga tanggal 29 Juni 2015 dengan menggunakan metode observasional deskriptif. Cara pemilihan sampel yang digunakan dalam penelitian ini adalah teknik proportional cluster random sampling dengan jumlah sampel sebanyak 98 responden. Pengumpulan data dilakukan dengan menggunakan kuisioner dan pengolahan data dilakukan dengan komputerisasi (SPSS 21) yang ditampilkan dalan bentuk distribusi persentase. Hasil Penelitian: Hasil penelitian ini menggambarkan rata-rata tingkat kepuasan pasien puskesmas terhadap pelayanan kesehatan di Puskesmas Lindu berada pada tingkatan sangat puas (91,8%). Tingkat kepuasan pasien puskesmas berdasarkan dimensi kehandalan (Reliability) pada kategori sangat puas (96,8%), ketanggapan (Responsivenes) pada kategori sangat puas (91,8%), jaminan (Assurance) pada katagori sangat puas (92,6%), kepedulian (Empaty) pada kategori sangat puas (93,8%) dan berdasarkan dimensi bukti fisik (Tangibles) berada pada kategori sangat puas (93,9%). Kesimpulan: Dari kelima indikator dimensi mutu pelayanan, semuanya memenuhi kriteria sangat memuaskan dan termasuk ke dalam kategori konfirmasi. Dari kelima dimensi tersebut, terlihat bahwa dimensi dengan indeks tertinggi adalah dimensi kehandalan (reability). Hal ini memperlihatkan bahwa pelayanan Puskesmas Lindu Tahun 2015 memiliki mutu pelayanan yang paling maksimal pada indeks tersebut. Meskipun demikian, dapat dikatakan bahwa secara keseluruhan mutu pelayanan yang diberikan oleh Puskesmas Lindu Tahun 2015 telah sesuai dengan yang diharapkan oleh responden terhadap kinerja mutu pelayanan yang diterimanya di Puskesmas Lindu.
Kata kunci : Tingkat kepuasan, puskesmas
ABSTRACT

Background. Most patients still complain of health center services that do not give enough satisfaction. Patient satisfaction can be assessed based on five dimensions of satisfaction, such as : reliability, responsiveness, pension/insurance, empathy and physical evidence (tangibles).
Methods. The study was conducted in the district of Lindu Sigi Regency in Central Sulawesi on April 10th, 2015 until the date of June 29th, 2015 with a descriptive observational study. The selection of the sample used in this study was done by proportional cluster random sampling technique with a sample size was 98 respondents. Datas were collected by using questionnaires and data processing is done by computerization (SPSS 21) which displayed in the form of a percentage distribution.
Results. The results of this study represent average satisfaction level of health center patients to health services at the health center is at the level Lindu which is very satisfied (91.8%). Health center patient satisfaction rate by the dimensions of reliability (Reliability) in the category of very satisfied (96.8%), responsiveness (responsivenes) in the category of very satisfied (91.8%), guarantees (Assurance) in the category of very satisfied (92.6%) , concern (Empaty) in the category of very satisfied (93.8%) and by the dimension of physical evidence (Tangibles) are in the category of very satisfied (93.9%).
Conclusion. From the five dimensions of service quality indicators, they all meet the criteria of very satisfactory and included into the category of confirmation. From those five dimensions, it seems that the highest index with less dimension is the dimension of reliability (reability). This shows that the Health Center Service in Lindu 2015 has a maximum service quality in the index. Nevertheless, it can be said that the overall quality of the services provided by the health center of Lindu by the year of 2015 is appropriate with the expectation of the respondents on the performance quality of service they received at health center Lindu.




Keywords: Level of satisfaction, health center