Hasil Survei Kepuasan Pelanggan.docx

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HASIL SURVEI KEPUASAN PELANGGAN UNIT BP PERIODE BULAN NOVEMBER 2015 DENGAN JUMLAH RESPONDEN 30 ORANG No 1 2 3 4 5 6 7 8

Dimensi Pelayanan Akses terhadap pelayanan Keekfetifan Efisiensi Keamanan Kelangsungan Layanan Kompetensi Teknis Kenyamanan Hubungan antar manusia

SB 34 8 13 9 20 15 4 19

B 24 44 44 50 37 41 37 40

Keterangan : SB = Sangat Baik B = Baik KB = Kurang Baik

HASIL PERHITUNGAN SETIAP DIMENSI 1. Akses terhadap layanan (34x3 = 72) + (24x2 =48) + (2x1 =2 ) = 122/80x100% = 67,7 % 2. Keefektifan (8x3= 24) + (44x2= 88) + (8x1= 8) = 120/180x100% = 66,6 % 3. Efesien (13x3= 39) + (44x2= 88) + (3x1= 3) = 130/180x100 %= 72,2 % 4. Keamanan (9x3= 27) + (50x2 =100) + ( 1x1= 1) = 158/180x100 %= 71,1 % 5. Kelangsungan ( 20x3 = 60) + (37x2 = 74) + (3x1= 3) = 137/180 x100% = 76,1 % 6. Kompetensi Tehnik (15x3= 45) + ( 41x2= 82) +(4x1=4) = 131/180x100 % = 72,2 % 7. Kenyamanan ( 21x3= 42) + (37x2 =74) + (2x1=2) = 118/180x100 %= 65,5 % 8. Hubungan antar manusia ( 19x3= 57) +( 40x2=80) + (1x1=1 ) = 138/180x100 %= 7,6 %

KB 2 8 3 1 3 4 2 1

Rumus Interval I = 100/ Jumlah scor (likert) = 100/3 =33,3 Angka 0% - 32,99% = kurang Baik Angka 33% - 62,99% = Baik Angka 63 % -100% = Sangat Baik Hasil perhitungan setiap dimensi 1. 2. 3. 4. 5. 6. 7. 8.

Akses terhadap pelayanan = 67,7% Keefektifan = 66,6% Efisiensi = 72,2 % Keamanan = 71,1 % Kelangsungan = 76,1% Kompetensi tehnis 72,2 % Kenyamanan = 65,5 % Hubungan antar manusia = 7,6 %

RATA-RATA KEPUASAN PELANGGAN Jumlah nilai atribut : banyaknya atribut ( 67,7 + 66,6 + 72,2 + 71,1+76,1+72,2+ 65,5+76 = 567,4/8 = 70,9 = Sangat puas

HASIL SURVEI KEPUASAN PELANGGAN UNIT UGD PERIODE BULAN NOVEMBER 2015 DENGAN JUMLAH RESPONDEN 30 ORANG No 1 2 3 4 5 6 7 8

Dimensi Pelayanan Akses terhadap pelayanan Keekfetifan Efisiensi Keamanan Kelangsungan Layanan Kompetensi Teknis Kenyamanan Hubungan antar manusia

SB 34 8 13 9 20 15 4 19

B 24 44 44 50 37 41 37 40

KB 2 8 3 1 3 4 2 1

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