Eka Yulianti (1), Dwi Astutiek (2)
This study aims to describe community assessment of administrative service performance at Puskesmas Sopaaah, Pademawu District, Pamekasan Regency. This research used a qualitative descriptive approach with data collection techniques through in-depth interviews, observation, and documentation. The informants consisted of service users, administrative staff, and the head of the health center. The results showed that community assessments of administrative services were varied. The community assessed that service speed was still slow, procedures were convoluted, staff attitudes were less responsive, waiting room facilities were inadequate, and information dissemination was still suboptimal. The main obstacles faced were limited staff, manual information systems, and budget constraints. This study recommends increasing staff, service digitization, facility improvement, strengthening socialization, and enhancing staff competency to improve the quality of administrative services at Puskesmas Sopaaah.
AGUSTINA, R., DARTANTO, T., SITOMPUL, R., SUSILORETNI, K. A., ACHADI, E. L., TAHER, A., WIRAWAN, F., SUNGKAR, S., SUDARMONO, P., & SHANKAR, A. H. (2019). UNIVERSAL HEALTH COVERAGE IN INDONESIA: CONCEPT, PROGRESS, AND CHALLENGES. The Lancet, 393(10166), 75–102. https://doi.org/10.1016/S0140-6736(18)31647-7
ANANDA, R., DAMAYANTI, R., & MAHARJA, R. (2023). TINGKAT KEPUASAN MASYARAKAT TERHADAP KINERJA PELAYANAN KESEHATAN. Jurnal Keperawatan Profesional (KEPO), 4(1), 9–17. https://doi.org/10.36590/kepo.v4i1.570
ANDALEEB, S. S. (2001). SERVICE QUALITY PERCEPTIONS AND PATIENT SATISFACTION: A STUDY OF HOSPITALS IN A DEVELOPING COUNTRY. Social Science & Medicine, 52(9), 1359–1370. https://doi.org/10.1016/S0277-9536(00)00235-5
BADAN PUSAT STATISTIK KABUPATEN PAMEKASAN. (2023). KECAMATAN PADEMAWU DALAM ANGKA 2023. Badan Pusat Statistik Kabupaten Pamekasan. https://pamekasankab.bps.go.id
BASU, S., ANDREWS, J., KISHORE, S., PANJABI, R., & STUCKLER, D. (2012). COMPARATIVE PERFORMANCE OF PRIVATE AND PUBLIC HEALTHCARE SYSTEMS IN LOW- AND MIDDLE-INCOME COUNTRIES: A SYSTEMATIC REVIEW. PLoS Medicine, 9(6), e1001244. https://doi.org/10.1371/journal.pmed.1001244
BOSHOFF, C., & GRAY, B. (2004). THE RELATIONSHIPS BETWEEN SERVICE QUALITY, CUSTOMER SATISFACTION AND BUYING INTENTIONS IN THE PRIVATE HOSPITAL INDUSTRY. South African Journal of Business Management, 35(4), 27–38. https://doi.org/10.4102/sajbm.v35i4.666
CHAHAL, H., & KUMARI, N. (2010). DEVELOPMENT OF MULTIDIMENSIONAL SCALE FOR HEALTHCARE SERVICE QUALITY (HCSQ) IN INDIAN CONTEXT. Journal of Indian Business Research, 2(4), 230–255. https://doi.org/10.1108/17554191011084157
FIRMANSYAH, A., JUNAEDI, I. W. R., KISTYANTO, A., & AZZUHRI, M. (2022). THE EFFECT OF PERCEIVED ORGANIZATIONAL SUPPORT ON ORGANIZATIONAL CITIZENSHIP BEHAVIOR AND ORGANIZATIONAL COMMITMENT IN PUBLIC HEALTH CENTER DURING COVID-19 PANDEMIC. Frontiers in Psychology, 13, 938815. https://doi.org/10.3389/fpsyg.2022.938815
GILSON, L., MARCHAL, B., AYEPONG, I., BARASA, E., DOSSOU, J.-P., GEORGE, A., GUINARAN, R., MACEIRA, D., MOLYNEUX, S., & PRASHANTH, N. S. (2020). WHAT ROLE CAN HEALTH POLICY AND SYSTEMS RESEARCH PLAY IN SUPPORTING RESPONSES TO COVID-19 THAT STRENGTHEN SOCIALLY JUST HEALTH SYSTEMS? Health Policy and Planning, 35(9), 1231–1236. https://doi.org/10.1093/heapol/czaa112
KEMENTERIAN KESEHATAN REPUBLIK INDONESIA. (2021). CETAK BIRU STRATEGI TRANSFORMASI DIGITAL KESEHATAN 2024. Kementerian Kesehatan Republik Indonesia.
KEMENKES RI. (2021). PROFIL KESEHATAN INDONESIA TAHUN 2020. Kementerian Kesehatan Republik Indonesia.
KHURSHID, A. (2010). HEALTH CARE MANAGEMENT TRAINING NEEDS IN PAKISTAN. Journal of Health Management, 12(3), 211–229. https://doi.org/10.1177/097206341001200301
KUNTORO, W., & ISTIONO, W. (2017). KEPUASAN PASIEN TERHADAP KUALITAS PELAYANAN DI TEMPAT PENDAFTARAN PASIEN RAWAT JALAN PUSKESMAS KRETEK BANTUL YOGYAKARTA. Jurnal Kesehatan Vokasional, 2(1), 140–147. https://doi.org/10.22146/jkesvo.30327
KUTSIYAH, F., ABDURAHMAN, A., HAKIM, R., & RAHMAN, A. (2022). PERSYARATAN DASAR PEMEKARAN WILAYAH PAMEKASAN DALAM UPAYA MENDUKUNG PEMBENTUKAN PROVINSI MADURA. PRAJA: Jurnal Ilmiah Pemerintahan, 10(3), 158–167. https://doi.org/10.55678/prj.v10i3.729
MAULANI, W. (2020). PENERAPAN ELECTRONIC GOVERNMENT DALAM PENINGKATAN KUALITAS PELAYANAN PUBLIK (STUDI KASUS PROGRAM E-HEALTH DI KOTA SURABAYA). AS-SIYASAH: Jurnal Ilmu Sosial dan Ilmu Politik, 5(2), 44–54. https://doi.org/10.31602/as.v5i2.3248
MILES, M. B., HUBERMAN, A. M., & SALDAÑA, J. (2014). ANALISIS DATA KUALITATIF: BUKU SUMBER TENTANG METODE-METODE BARU. UI Press.
MOSADEGHRAD, A. M. (2014). FACTORS AFFECTING MEDICAL SERVICE QUALITY. Iranian Journal of Public Health, 43(2), 210–220.
MUNIR, M. M., SURYANDARI, P. I., HIDAYAT, A. D., & SIMORANGKIR, A. D. M. B. P. (2025). TRANSFORMASI DIGITAL REKAM MEDIS: ANALISIS IMPLEMENTASI PMK NOMOR 24 TAHUN 2022 DI PUSKESMAS PESANTREN 1 KOTA KEDIRI. Jurnal Rekam Medis dan Informasi Kesehatan, 8(2), 140–146. https://doi.org/10.31983/jrmik.v8i2.12703
NURZAMZAMI, A., & AYUNINGTYAS, D. (2023). ANALISIS KESESUAIAN PERSYARATAN PUSKESMAS KELURAHAN DI PROVINSI DKI JAKARTA DENGAN PERATURAN MENTERI KESEHATAN NOMOR 43 TAHUN 2019 TENTANG PUSKESMAS. Syntax Literate: Jurnal Ilmiah Indonesia, 8(7), 4784–4796. https://doi.org/10.36418/syntax-literate.v8i7.12883
ORGANIZATION, W. H. (2020). QUALITY HEALTH SERVICES: A PLANNING GUIDE.
ORGANIZATION, W. H., & GROUP, W. B. (2018). DELIVERING QUALITY HEALTH SERVICES: A GLOBAL IMPERATIVE. OECD Publishing.
PADMA, P., RAJENDRAN, C., & SAI LOKACHARI, P. (2010). SERVICE QUALITY AND ITS IMPACT ON CUSTOMER SATISFACTION IN INDIAN HOSPITALS: PERSPECTIVES OF PATIENTS AND THEIR ATTENDANTS. Benchmarking: An International Journal, 17(6), 807–841.
PROFILKES KAB PAMEKASAN 2024. (n.d.).
PURBA, F. S., WIJAYA, A. A., PURBA, M. R., SIREGAR, F. A., ANDINA, A., & AGUSTINA, D. (2024). ANALISIS KETERSEDIAAN FASILITAS DAN KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS JOHOR. Jurnal Kolaboratif Sains, 7(7), 2275–2282.
PUTRI, A. Y. E. A. (2020). DESCRIPTION OF THE LEVEL OF PATIENT SATISFACTION WITH OUTPATIENT REGISTRATION COUNTER SERVICES AT PUSKESMAS IN EAST JAVA. Journal of Public Health, 4(1), 43.
SARI, D. K., MANI, S., FADLI, M., IHKSAN, R., MACHRINA, Y., ARRASYID, N. K., SIREGAR, K. B., & SUNARNO, A. (2022). IS IT IMPORTANT TO INCREASE PHYSICAL ACTIVITY AMONG UNIVERSITY STUDENTS DURING THE SECOND-WAVE COVID-19 PANDEMIC IN ASIAN COUNTRIES? A CROSS-SECTIONAL STUDY OF THE KNOWLEDGE, ATTITUDES, AND PRACTICES IN ASIAN COUNTRIES. Journal of Multidisciplinary Healthcare, 1559–1571.
SARI, I. R., & BESRAL, B. (2022). EVALUASI KINERJA DAN UPAYA PENINGKATAN KUALITAS DATA STANDAR PELAYANAN MINIMAL (SPM) BIDANG KESEHATAN. Journals of Ners Community, 13(6), 723–731.
SETYOWATI, M., NINGSIH, N. A., FITRIANI, Y., MASFUFAH, M. P. M. N., FADILLAH, U., RUDATININGTYAS, L. S. S., RANDIKA, R., NOOR, A. Y., RASTITI, I. A. A., & AYU, I. (n.d.). MANAJEMEN PELAYANAN KESEHATAN.
SOFAER, S., & FIRMINGER, K. (2005). PATIENT PERCEPTIONS OF THE QUALITY OF HEALTH SERVICES. Annual Review of Public Health, 26(1), 513–559.
SUGIYONO. (2013). METODE PENELITIAN PENDIDIKAN: PENDEKATAN KUANTITATIF, KUALITATIF, DAN R&D. Alfabeta.
UNITED NATIONS. (2015). TRANSFORMING OUR WORLD: THE 2030 AGENDA FOR SUSTAINABLE DEVELOPMENT. United Nations. https://sdgs.un.org/2030agenda
UNITED NATIONS GENERAL ASSEMBLY. (1948). UNIVERSAL DECLARATION OF HUMAN RIGHTS (RESOLUTION 217 A (III)).