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Journal : Jurnal Manajemen Publik dan Kebijakan Publik (JMPKP)

EFEKTIVITAS PELAYANAN KELUHAN PELANGGAN PADA BLUD RSUD dr. R. GOETENG TAROENADIBRATA PURBALINGGA Suwanto, Suwanto; Rosyadi, Slamet; Kurniasi, Denok
Jurnal Manajemen Publik dan Kebijakan Publik (JMPKP) Vol. 2 No. 2 (2020): Jurnal Manajemen Publik dan Kebijakan Publik (JMPKP)
Publisher : Program Studi Administrasi Publik Universitas Muhamamdiyah Bengkulu

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Abstract

Demands for health service providers in facing the free market era, including the improvement of hospital health services towards world-class hospital services. The problem of the effectiveness of customer complaints services can be seen from the number of people who use the media that has been provided to convey criticism and complaints about the services provided by hospital management. The importance of research aims to determine and analyze the achievement of the implementation of customer complaint handling services. This study uses qualitative research methods with a descriptive approach. The study was conducted at Hospital of dr. R. Goeteng Taroenadibrata Purbalingga. The informants consisted of management elements and customer determined using a purposive sampling technique. The focus of the study in this research includes the achievement of customer complaint services which include the achievement of objectives, integration of complaint handling and the adaptation of the complaint service unit to complaints submitted. Data analysis was performed using the descriptive interactive model analysis method. The results showed that the achievement of customer complaint services at the Hospital of dr. R. Goeteng Taroenadibrata Purbalingga has not been effective. Empirically the function and role of the complaint service that is the main task has been carried out, but has not been fully implemented effectively. Follow-up on complaints submitted by the community has not completely met the expectations of the community, especially concerning the timeliness and accuracy of the actions taken to resolve the problem, as well as completeness
Co-Authors -, Normawati A. Ufie, Josep Abdurohman , Dede Aidillah, Muhammad Rafli Aidilllah, Muhammad Rafli Aini, Putri Nur Amanda, Putri Nur Andik Supriyatno Annisa Fitri, Annisa Arif Arif Asiza, Nur ASRORI, M ACHMAD Astri, Aas Azmi, Nadya Basri, Ahmad Hasan Bastian, Muchamad Rizki Bustam Layn, Safrudin Dani, Rahma Darmadi Darmadi Dasim, Dasim Dedi Gunawan Dewi Zulfiatu Rohmah, Dewi Zulfiatu Rohma Dhanayati, Riana Dianah, Imamah Nur Dirdjo, Maridi Marsan Endah Sulistyaningrum Enok Sureskiarti Ernawati Ernawati Euis Widanengsih, Euis Fajar Agustini Faria, Niswatun Fatimah, Gheriyah Rohimah Nur Fitri, Ulia Fitriani Fitriani Gandung, Muhammad Ginting, Edo Markus Putra Harhar Gukguk, Raudhatul Jannah R. Hadriana, Syalaisha Dwi Hanum, Azizah Harahap, Almaida Hulwa, Hulwa Ifalahma, Darah Ilham , Nurul Ilham, Nurul Indriyani, Siti Istiroha, Istiroha Kadarusman Kori Pasola, Sarnica Kurniasi, Denok Kurniawan, Prasetyo Leini Saragih, Srimis Liss Dyah Dewi Arini Lubis, Anisah Sari M. Nasor, M. Makhrus Makhrus Maula, Nur Izatul Mochammad Imron Awalludin Mono Pratiko Gustomi Muhamad Hafizh Dzakwan Nugraha, Hermawan Septa Millenia Nurkhairi, Mochamad Farhan NURUL HIDAYAH Octavian, Mochammad Reno Purbasari, Setiya Puspitasari, Dwi Ida R. Syahab, Subhan Rifa’I , Ahmad Rusdi Rusdi Rustanto Rahardi Sabarata, Sabarata Sasongko, Hardian Adi Sembiring, May Yani Br Siahaan, Anggrek Adewina Siddik, Muhammad Sinaga, Sumiati Siti Nur Qomariah Slamet Rosyadi Suarni Suarni Sujoko Waluyo Sumarni Sumarni Sunarsi, Denok Susanto, Noto SYAIFUL BAHRI Syamsuri Tarigan, Susantri Thoyyib Shofi, Ahmad UMALEKHOA, MUSTAMIN Wardani, Desi Ayu Wiwik Lestari Wulandari, Rizki Yeni Yani, Fela Putri Yusa, Ali Zahroh, Roihatul Zega, Nurhamidah