Undip’s Academic Community of Public Administration Fisip

Semarang, July 5 2018,- Improving the quality of public services is one of the steps taken by the government in improving services that are still lacking by the community. The thing that becomes a reference in making improvements to public services is by using Permenpan No. 14 of 2017 concerning the Community Satisfaction Survey where we can see which parts must be improved for the sake of public convenience. The implementation of improving the quality of public services was carried out at the Margono Soekarjo Hospital, which was located in Banyumas Regency. Improving the quality of public services at the hospital could not be separated from the participation of students and the academic community from the Department of Public Administration to help in conducting surveys to the public on the services that had been provided.

The survey on community satisfaction was carried out by students and lecturers as part of the research conducted by the Lab of Public Policy and Management. The community satisfaction survey conducted at the Margono hospital took place in 2 places, namely in the Geriatric Pavilion and Margono Hospital itself. Each place had a different unit for surveying. The guidelines used for conducting the survey according to Permenpan No. 14 of 2017 were to see the a) requirements, b) systems, mechanisms and procedures, c) completion time, d) costs/tariffs, e) product specifications, f) competence of the implementers, g) behaviour of implementers, h) handling of complaints, suggestions and inputs, i) facilities and infrastructure. In conducting a survey to improve the quality of public services conducted at Margono Hospital, there were several obstacles. Such as the condition of the respondents who refused to give their opinion when the interview was conducted and the lack of supporting infrastructure.

Improving the quality of public services carried out at Margono Hospital was not an easy thing, because it must be seen from various perspectives, both from the community and support from the local government. Therefore, it is hoped that in the future, with the role of students and the academic community of the Department of Public Administration, FISIP Undip, it can help in improving the quality of public services that were being carried out at Margono Soekarjo Hospital, the community will be more comfortable in getting treatment and the services provided are getting better.