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All Journal International Journal of Public Health Science (IJPHS) JURNAL EMBA : JURNAL RISET EKONOMI, MANAJEMEN, BISNIS DAN AKUNTANSI Jurnal Bahana Manajemen Pendidikan Jurnal Kebijakan Kesehatan Indonesia Jurnal Kesehatan Masyarakat Jurnal Kesehatan Masyarakat Andalas (Andalas Journal of Public Health) Jurnal Kesehatan Andalas Jurnal Keperawatan Silampari Window of Health : Jurnal Kesehatan JURNAL PHOTON Jurnal Ekonomi Kesehatan Indonesia Manuju : Malahayati Nursing Journal Care : Jurnal Ilmiah Ilmu Kesehatan Diklat Review : Jurnal manajemen pendidikan dan pelatihan AVICENNA Jurnal Pengabdian Masyarakat Bumi Raflesia Jurnal Pengabdian Masyarakat IPTEKS Aksara: Jurnal Ilmu Pendidikan Nonformal Jurnal Vokasi Keperawatan (JVK) Jurnal Aisyah : Jurnal Ilmu Kesehatan Jurnal Kesmas Asclepius Indian Journal of Forensic Medicine & Toxicology Jurnal Kebidanan Basurek MAHESA : Malahayati Health Student Journal Jurnal Pengabdian Masyarakat (ABDIRA) Jurnal of Community Health Development (JCHD) Jurnal Pengabdian Kesehatan Keperawatan
Yandrizal Yandrizal
Fakuktas Ilmu Kesehatan Universitas Muhammadiyah Bengkulu, Indonesia
Religion Aerospace Engineering Agriculture, Biological Sciences & Forestry Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Medicine & Pharmacology Neuroscience Nursing Physics Public Health Social Sciences Veterinary Other

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Journal : Window of Health : Jurnal Kesehatan

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Tingkat Kualitas Pelayanan Di Puskesmas Betungan Kota Bengkulu Tahun 2020 Febriawati, Henni; Yanuarti, Riska; Oktarianita, Oktarianita; Yandrizal, Yandrizal; Angraini, Wulan
Window of Health : Jurnal Kesehatan Vol 4 No 3 (Juli 2021 )
Publisher : Fakultas Kesehatan Masyarakat Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33368/woh.v4i03.685

Abstract

Data patient visits in 2017 were 17,704 patients, then decreased in 2018 to 3,910 patients. The decrease in the number of community visits public health centre can be caused by community dissatisfaction with public health centre services, so it is very important to be researched. When the community or patients come public health centre, there are patient expectations of the quality of health services and patient satisfaction with service providers. This study aims to look at service quality by assessing the gap between perceived service and expected service based on the five servqual dimensions. This research is quantitative with analytic observational design cross sectional approach. Sample 135 patients. The service quality analysis was performed using the servqual method, calculating the gap score for the difference in the total value of perceived service minus the total value of expected service. The results show that the highest expectation value is the dimension assurance (4.43), then the dimensions of empaty (4.42), reliability (4.40), tangible (4.39), and responsiveness (4.34), respectively. The results of the calculation of the highest value of reality are empathy and tangible dimensions, namely 4.05, then the dimensions of reliability (4.04), assurance (3.26), and responsiveness (3.24), respectively. The results calculation service quality gap at Betungan public health center, Bengkulu City in terms of reliability, obtained gap value of -0.36, responsiveness obtained gap value of -1.11, assurance obtained gap value of -0, 19, empathy obtained gap value of 0.37, tangible obtained gap value of 0.35. The overall quality of service is negative so it can be concluded that the level of service quality at Puskesmas Betungan Bengkulu is still not good. The dimension with the largest negative servqual value is the assurance dimension, so it needs to be prioritized by the Betungan Community Health Center in order to improve service quality in terms of medical knowledge and skills so that patients feel safe.
Co-Authors Afrizal Afrizal Agus Ramon ahmad rizal Andri Sartika Angraini, Wulan Arie Krisnasary Asih Dewi Setyawati Betri Anita Betri Anita Anita Betri Anita, Betri Bintang Agustina Pratiwi Busjra Busjra darwis darwis, darwis Demsa Simbolon Desri Suryani Desri Suryani DEWI APRILIA NINGSIH. I Dirhan Dirhan Eko Rahman Setiawan Ekowati Rahajeng Eliana Eliana EVA OKTAVIDIATI, EVA Fatsiwi Nunik Andari Ferasinta Ferasinta Hardisman Hardisman Heldi Saputra Hendarin Hendarin Henni Febriawati Henni Febriawati Henni Febriawati, Henni Husin, Hasan Jon Hendri Nurdan Juli Andri Larra Fredrika Lina Lisnawati M. Bagus Andrianto Melinda Noer Meta Irwanda Muhamad Faozi Kurniawan Nopia Wati Nopia Wati Novebri Novebri Nur Elly Nur Indrawati Lipoeto Nurhayati Nurhayati Oktarianita Oktarianita Oktarianita, Oktarianita P.A Kodrat Pramudho Padila Padila Refli Surya Barkara Rifa’i Rifa’i Rifma Rifma Rizanda Machmud Rohman Azzam Sarkawi Sarkawi Selpa Putri Utami Selvia Novitasari Susilawati Susilawati Susilo Wulan Syahril Syahril Wenti Dewentri Wulan Angraini Yanti, Lussyefrida Yanuarti, Riska Yulia Afriza