CFA dan Gap Analisis: Analisis Indeks Kepuasan Masyarakat terhadap Kualitas Pelayanan Publik
DOI:
https://doi.org/10.23917/jkk.v3i1.50Keywords:
analisis faktor konfirmatori, CFA, gap analisis, indeks kepuasan masyarakat, kualitas layanan publikAbstract
Indeks Kepuasan Masyarakat (IKM) menjadi titik sentral perhatian sebagai acuan dalam evaluasi kebijakan pelayanan publik, khususnya terkait kualitas layanan Rumah Sakit. Kualitas layanan ini merupakan faktor determinan penting dalam keselamatan pasien, yang berdampak pada penurunan kejadian mortalitas di Rumah Sakit. Desain penelitian yang digunakan adalah crossecsional. Penelitian ini dilaksanakan pada periode April hingga Juni 2023. Populasi penelitian mencakup seluruh pasien di Rumah Sakit pada tahun 2023. Teknik pengambilan sampel yang digunakan adalah simple random sampling, dengan total 136 subjek penelitian. Variabel penelitian meliputi kinerja, harapan, dan Indeks Kepuasan Masyarakat. IKM terdiri dari sembilan unsur, yaitu persyaratan; sistem, mekanisme, dan prosedur; waktu penyelesaian; biaya; produk spesifikasi jenis layanan; kompetensi pelaksana; perilaku pelaksana; serta penanganan pengaduan, saran, dan masukan. Pengambilan data dilakukan menggunakan kuesioner yang telah diuji melalui analisis faktor konfirmatori. Analisis hasil penelitian dilakukan dengan analisis gap menggunakan uji Wilcoxon pada program STATA. Hasil uji analisis faktor konfirmatori menunjukkan bahwa nilai RMSEA = 0.04, CFI = 0.99, χ2 / df = 1.05, dan TLI= 0.99. Hal ini menunjukkan bahwa model telah memenuhi kriteria goodness-of-fit. Analisis gap menunjukkan bahwa dari 9 unsur IKM, terdapat 2 unsur yang tidak berbeda, yaitu kompetensi pelaksana (z=-1.570, p= 0.116) dan perilaku pelaksana (z=-1.414, p= 0.157). Diharapkan hasil penelitian ini dapat dijadikan sebagai bahan kajian dalam evaluasi kebijakan Rumah Sakit.
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Copyright (c) 2024 Lina Alfiyani, Noor Alis Setiyadi, Asmirati Yakob, Didik Mulyono, Rohmat Rohmat, Mohammad Fathur Rizqi, Flora Ramona Sigit Prakoeswa, Muhammad Anis Sumaji
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