ABSTRAK

Muhammad Abimanyu Wardhana, 1610411610015, 2021. Kualitas Pelayanan Administrasi di Puskesmas Satui Kecamatan Satui Kabupaten Tanah Bumbu. Dibawah Bimbingan Widyakanti.

Penelitian ini mengangkat judul Kualitas Pelayanan Administrasi Pembuatan Surat Keterangan Sehat di Puskesmas Satui Kecamatan Satui Kabupaten Tanah Bumbu. Penelitian ini bertujuan untuk mengetahui Kualitas Pelayanan Administrasi di Puskesmas Satui Kecamatan Satui Kabupaten Tanah Bumbu serta mengetahui dan menjelaskan faktor penghambat Pelayanan Administrasi di Puskesmas Satui Kecamatan Satui Kecamatan Satui Kabupaten Tanah Bumbu.Ditemukan bahwa di Puskesmas Satui Kecamatan Satui Kabupaten Tanah Bumbu terdapat permasalahan banyaknya keluhan masyarakat terkait dengan pelayanan administrasi terutama pelayanan pembuatan surat keterangan sehat, petetugas sering terlambat datang pada jam kerjanya.

Jenis penelitian yang dilakukan yaitu kualitatif dengan pendekatan tipe deskriptif. Informannya kepala Puskesmas Satui, kepala tata usaha puskesmas Satui, Dokter Puskesmas Satui, Masyarakat pembuat surat keterangan sehat. Teknis pengumpulan data dengan menggunakan teknik wawancara, observasi dan dokumentasi. Analisa data yang dilakukan adalah analisis kualitatif dengan pendekatan secara deskriptif.

Berdasarkan hasil penelitian, maka ditarik kesimpulan bahwa kualitas pelayanan administrasi di Puskesmas Satui Kecamatan Satui Kabupaten Tanah Bumbu sudah cukup baik dalam memberikan pelayanan kepada masyarakat karena dalam memberikan pelayanan Puskesmas Satui sudah menerapkan 10 prinsip pelayanan dalam Keputusan Menteri Pendayagunaan Peraturan Negara dan Reformasi Birokrasi No. 63 Tahun 2003, namun terdapat faktor penghambat dalam memberikan kualitas pelayanan, yaitu belum opimalnya kesadaran petugas dalam menerapkan SOP yang berlaku dan sarana serta prasarana dalam pembuatan surat keterangan sehat yang masih perlu ditingkatkan dalam memberikan pelayanan publik.

Kata Kunci: Pelayanan Administrasi, Kualitas Pelayanan, Pelayanan Publik

ABSTRACT

Muhammad Abimanyu Wardhana, 1610411610015, 2021. Quality of Administrative Services at Puskesmas Satui, Kecamatan Satui, Kabupaten Tanah Bumbu. Under the guidance of Widyakanti.

This study raises the title of Administration Service Quality for Making Health Certificates at the Satui Health Center, Satui District, Tanah Bumbu Regency. This study aims to determine the quality of administrative services at the Satui Health Center, Satui Subdistrict, Tanah Bumbu Regency and to identify and explain the inhibiting factors for Administrative Services at the Satui Health Center, Satui Subdistrict, Satui Subdistrict, Tanah Bumbu Regency. It was found that at the Satui Health Center, Satui District, Tanah Bumbu Regency, there were problems with the number of community complaints related to administrative services, especially services for making health certificates, officers often arrived late during their working hours.

The type of research conducted is qualitative with a descriptive type approach. The informants were the head of the Satui Public Health Center, the administrative head of the Satui Public Health Center, the Satui Health Center doctor, and the community making health certificates. Technical data collection using interview techniques, observation and documentation. The data analysis carried out is a qualitative analysis with a descriptive approach.

Based on the results of the study, it was concluded that the quality of administrative services at the Satui Health Center, Satui District, Tanah Bumbu Regency was quite good in providing services to the community because in providing services the Satui Health Center had implemented 10 service principles in the Decree of the Minister of Empowerment of State Regulations and Bureaucratic Reform No. 63 of 2003, but there are inhibiting factors in providing service quality, namely the lack of awareness of officers in implementing applicable SOP and supporting facilities and infrastructure in making health certificates that still need to be improved in providing public services.

Keywords: Administration Service, Service Quality, Public Service