Kepuasan Pengguna Layanan Laboratorium Pendidikan Keperawatan

Authors

  • Ni Made Juniari Poltekkes Kemenkes Denpasar
  • Ni Luh Ketut Suardani Poltekkes Kemenkes Denpasar

DOI:

https://doi.org/10.33992/jgk.v16i2.3076

Keywords:

kepuasan, laboratorium, layanan

Abstract

Laboratories are supporting units in higher education institutions. Therefore, it needs to be supported by good laboratory management so that the implementation of activities can run optimally. The educational laboratory at the Denpasar Health Polytechnic Nursing Department serves more than 800 users every year. So it is deemed necessary to assess the satisfaction of users of laboratory services and find out what things are the priorities to be improved, to achieve optimal service. The purpose of this study is to determine the level of satisfaction with the service quality method and analysis of the importance of performance that needs to be improved to achieve a laboratory management system that can provide satisfactory service. This research is quantitative descriptive research. The number of samples in this study was 455 respondents. Data on user satisfaction of laboratory services was collected using a questionnaire. The analysis technique begins with an analysis of the gap between user perceptions and expectations, followed by an analysis with the Importance Performance Analysis (IPA) matrix. The research results show that the gap for all attributes is negative, which means that expectations are higher than perceived perceptions. The tangible dimension produces a gap of -0,55 and a service quality value of 0.89 from the division of perceptions with expectations so that it is lowest ranked  and is the dimension that has the biggest gap among all dimensions. The results of the IPA analysis show that there are still 6 attributes in quadrant I, so it is necessary to make improvements to these six attributes.

References

Dirjen Pendidikan. Rencana Strategis Direktorat Jenderal Pendidikan Vokasi Tahun 2020-2024. Direktorat Jenderal Pendidikan Vokasi. Jakarta: Kementerian Pendidikan dan Kebudayaan. 2020. 141 p.

Menteri Pendayagunaan Aparatur Negara dan Reformasi Birokrasi Republik Indonesia. Permenpan-RB Nomor 7 Tahun 2019 Tentang Jabatan Fungsional Pranata Laboratorium Pendidikan. Jakarta. 2019.

Nuryanti. Penggunaan Media Laboratorium dalam Pembelajaran Sejarah (Studi Kasus Laboratorium Sejarah IKIP Veteran Semarang). Satya Widya. 2016.32(1):19–28.

Permana RT. Analisis Kepuasan Pengguna Laboratorium: Studi Kasus di Laboratorium Jurusan Teknik Industri Universitas Islam Indonesia. Universitas Islam Indonesia. 2020.

Fahruraji, Asmu’i, Akhmad BA, Syafari MR. Kualitas Pelayanan Unit Pelaksana Teknis (UPT) Perpustakaan Universitas Lambung Mangkurat Banjarmasin. PubBis. 2022.6(1):7–18.

Endeshaw B. Healthcare service quality-measurement models: a review. J Heal Res. 2021. 35(2):106–17.

Barusman ARP. The Effect of Security, Service Quality, Operations and Information Management, Reliability &Trustworthiness on E-Loyalty moderated by Customer Satisfaction on the Online Shopping Website. Int J Supply Chain Manag. 2019. 8(6):587–94.

Murray J, Elms J, Curran M. Examining empathy and responsiveness in a high-service context. Int J Retail Distrib Manag. 2019. 47(12):1364–78.

Suhail P, Srinivasulu Y. Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. J Ayurveda Integr Med [Internet]. 2021. 12(1):93–101. Available from: https://doi.org/10.1016/j.jaim.2020.10.011

Downloads

Published

2023-12-14

Issue

Vol. 16 No. 2 (2023): Jurnal Gema Keperawatan

Section

Articles

Citation Check

License

  1. Penulis menyimpan hak cipta dan memberikan jurnal hak penerbitan pertama naskah secara simultan dengan lisensi di bawah Creative Commons Attribution License yang mengizinkan orang lain untuk berbagi pekerjaan dengan sebuah pernyataan kepenulisan pekerjaan dan penerbitan awal di jurnal ini.
  2. Penulis bisa memasukkan ke dalam penyusunan kontraktual tambahan terpisah untuk distribusi non ekslusif versi kaya terbitan jurnal (contoh: mempostingnya ke repositori institusional atau menerbitkannya dalam sebuah buku), dengan pengakuan penerbitan awalnya di jurnal ini.
  3. Penulis diizinkan dan didorong untuk mem-posting karya mereka online (contoh: di repositori institusional atau di website mereka) sebelum dan selama proses penyerahan, karena dapat mengarahkan ke pertukaran produktif, seperti halnya sitiran yang lebih awal dan lebih hebat dari karya yang diterbitkan. (Lihat Efek Akses Terbuka).

Most read articles by the same author(s)