Analisis Kepuasan Pasien Terhadap Kualitas Layanan di Puskesmas Galang dengan Metode Servqual

Abstract

Service quality is the expected level of excellence and control over this excellence to fulfill consumer desires. This study aims to determine the level of patient satisfaction by identifying patient expectations and realities. Patient satisfaction was measured using a questionnaire to 50 respondents to determine the value of expectations and the actual value of services received by patients or SERVICE QUALITY. Patient satisfaction is measured on five service dimensions, namely Tangible, Responsiveness, Reliability, Assurance and Empathy. From the results of patient measurements, it is known that the average value of patient reality is 3.27 and the average value of patient expectations is 4.34, so there is a service quality gap of -1.06. The tabs are grouped into four quadrants based on improvement priorities using the IPA (Importance performance analysis) diagram