The Relationship between Service Quality and Participant Satisfaction Level in Adolescent Reproductive Health Socialization Activities Conducted by PIK-R in Surakarta

Abstract

Pendahuluan: Upaya yang dilakukan pemerintah dalam menangani masalah kesehatan pada remaja yaitu melalui sosialisasi Program PIK-R (Pusat Informasi Konseling Remaja). Salah satu faktor yang mempengaruhi remaja untuk mengikuti kegiatan sosialisasi kesehatan adalah mutu pelayanan dan kepuasan terhadap pelayanan. Untuk itu penelitian ini bertujuan untuk menganalisis hubungan mutu pelayanan dengan tingkat kepuasan peserta kegiatan sosialisasi PIK-R di Kota Surakarta. Metode: Jenis penelitian ini adalah penelitian kuantitatif dengan model deskriptif analitik dan pendekatan cross sectional. Penelitian ini dilaksanakan pada bulan September 2023 di Kota Surakarta. Pengambilan sampel dilakukan dengan menggunakan proporsional random sampling, dan variabel bebas dalam penelitian ini adalah mutu pelayanan dan variabel terikatnya adalah tingkat kepuasan. Hasil: Hasil penelitian tentang mutu pelayanan diperoleh melalui uji statistik dengan nilai p-value Chi-square = 0,001 atau < 0,05 yang berarti terdapat hubungan antara mutu pelayanan dengan tingkat kepuasan peserta. Separuh responden menilai kualitas pelayanan kurang baik dan kurang puas terhadap kegiatan sosialisasi yang diselenggarakan oleh PIK-R. Kesimpulan: Penelitian ini dapat menyimpulkan bahwa remaja kurang puas terhadap pelayanan PIK-R berdasarkan aspek prosedur sosialisasi dan aspek keandalan. Dengan demikian, Dinas Kesehatan Surakarta diharapkan dapat memperketat kegiatan monitoring dan evaluasi program PIK-R, dan disarankan kepada penyelenggara PIK-R untuk meninjau kembali jadwal sosialisasi agar lebih terstruktur.

Introduction: Efforts made by the government to deal with health problems in adolescents are through the socialization of the PIK-R Program (Youth Counseling Information Center). One factor that influences adolescents to participate in health socialization activities is the quality of service and satisfaction with the service. For this reason, this study aims to analyze the relationship between service quality and the level of satisfaction of participants in PIK-R socialization activities in Surakarta City. Method: This type of research is quantitative research with a descriptive-analytic model and cross-sectional approach. This research was conducted in September 2023 in Surakarta City. Sampling is done by using proportional random sampling, and the independent variable in this study is the quality of service and the dependent variable is the level of satisfaction. Result: The results of research on service quality were obtained through statistical tests with Chi-square p-value = 0.001 or <0.05, which means that there is a relationship between service quality and participant satisfaction level. Half of the respondents considered the quality of service to be poor and were less satisfied with the socialization activities organized by PIK-R. Conclusion: This study can conclude that adolescents are less satisfied with PIK-R services based on aspects of socialization procedures and reliability aspects. Thus, the Surakarta Health Office is expected to tighten the monitoring and evaluation activities of the PIK-R program, and PIK-R organizers are advised to review the socialization schedule to be more structured.