ANALISIS FAKTOR MANAJEMEN PENGADUAN PELAYANAN KESEHATAN PUSKESMAS DINAS KESEHATAN KOTA TANGERANG SELATAN
Main Article Content
Abstract
Article Details
An author who publishes in the journal "Jurnal Ilmu Manajemen (JIM)" agrees to the following terms:
Author retains the copyright and grants the journal the right of first publication of the work simultaneously licensed under the Creative Commons Attribution-ShareAlike 4.0 License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Author is able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book) with the acknowledgement of its initial publication in this journal.
Author is permitted and encouraged to post his/her work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).
All materials in this site are protected by the law. It is prohibited to quote a part of or all of this website contents for commercial purposes without the permission or consent of the editors.
If anyone finds one article or more in this journal violate or potentially violate one's copyrights, please report to us through e-mail of Principle Contact.
Legal-formal aspects of accessing any information and manuscript in this journal website refer to the provision of license Creative Commons Attribution-Share Alike (CC BY-SA). Read more about the Creative Commons Attribution-ShareAlike 4.0 Licence here: https://creativecommons.org/licenses/by-sa/4.0/.
All information available in 'Jurnal Ilmu Ekonomi (JIM)' is academic in nature. 'Jurnal Ilmu Ekonomi (JIM)' is not responsible for loss due to the abuse of information in the website.
References
Direktorat Aparatur Negara. 2010. Manajemen Pengaduan Masyarakat dalam Pelayanan Publik. BAPPENAS. Jakarta
Kementerian PAN RI. 2004. Kepmen PAN No. 25/M.PAN/2/2004 tentang Pedoman Umum Penyusunan Indeks Kepuasan Masyarakat Unit Pelayanan Instansi Pemerintah. Kementrian PAN: Jakarta)
Kotler, P. 2005. Manajemen Pemasaran. Edisi Kesebelas. PT. INDEKS Kelompok Gramedia. Jakarta.
Lovelock dan Wright. 2005. Manajemen Pemasaran Jasa, PT. Indeks, Indonesia.
Mokoginta. 2009. Persepsi Pelanggan Terhadap Pelayanan Puskesmas, Pengobatan Luar Puskesmas dan Kebutuhan Hidup Sehat (Kasus Di Kota Kotamobagu dan Kabupaten Bolaang Mongondow Utara Provinsi Sulawesi Utara).
Ombudsman RI. 2013. Laporan Pengaduan Tahun 2013. Ombudsman RI : Jakarta.
Riduwan dan Sunarto. 2007. Pengantar Statistika. Untuk penelitian Pendidikan, Sosial, Ekonomi, Komunikasi dan Bisnis. Bandung : Alfabeta
Sekda Kota Tangerang Selatan. 2014. Laporan Survei Kepuasan Masyarakat 2014. Tidak Dipublikasikan
Simon & James. 2006. Coping With Customer Complaints. Journal of Service Research.
Supranto, J. 2001. Pengukuran Tingkat Kepuasan Pelanggan. Rineka Cipta. Jakarta.
Tjiptono, Fandy. 2000. Manajemen Jasa. Yogyakarta : Andi Offset
Wysocki Allen F. Kepner Karl W., and Glasser Michelle W. 2001. Customer Complaint and Types of Customers. http://edis.ufledu/HR005 (diakses pada 5 September 2015)
Zeithaml VA, Parasuraman, and Berry LL. 1990. Delivering quality Service: Balancing Customer Perceptions and Expectations. Newyork: The Free Press.
BSN. 2009. SNI ISO 1002 : 2004. Manajemen Mutu-Kepuasan Pelanggan-Pedoman Penanganan Keluhan Pada Organisasi. Jakarta : BSN.