Analisis Kualitas Pelayanan Puskesmas Air Teluk Kiri dalam Dimensi Service Quality dengan Metode TOPSIS

Abstract

People especially those in rural areas who want to get health services will come to the Community Health Center. Complaint findings are categorized into problems related to service quality dimensions. Complaints such as long waiting times due to slow service are related to the responsiveness dimension, complaints about the lack of friendliness of officers are related to the empathy dimension, and complaints about public facilities are related to the tangible dimension. This shows that the quality of service at the Air Teluk Kiri Health Center needs to be reviewed and improved. Assessments are carried out on these service units using criteria in the service quality dimension (Servqual) Based on this assessment, the lowest alternative preference is then determined using the TOPSIS method to determine which units and dimensions can be the focus of improvement. From the results of ranking the preference values of each alternative, it can be seen that Alternative 2, namely the General Poly Unit, received the highest preference value, namely 0.9950 and was at the top. In second place is Alternative 3, namely the Pharmacy Unit with a preference value of 0.4086. Meanwhile, in last place is Alternative 1, namely the Data Collection and Administration Unit with a preference value of 0.0242. From these results it can be said that the Data Collection and Administration Unit with the lowest preference value is the unit with the lowest service quality among other units. Therefore, the Data Collection and Administration Unit can be used as the main focus for improvement or improvement