Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Di Puskesmas Seroja Bekasi Menggunakan Metode Servqual

Abstract

Puskesmas as a health service center has two functions, namely the function of general services and the 
function of clinical or medical services. Indications of service at the puskesmas can be reflected in the 
patient's perception of the health services received. Puskesmas Seroja Bekasi has 27 health experts and 
eight employees in the administrative field. The problem to be studied is about the level of patient 
satisfaction at the Seroja Health Center and proving the satisfaction level of the Seroja Health Center 
patient or patient dissatisfaction with the influence of the services provided by the Puskesmas. The 
method used in this study is a service quality approach to see a picture of patient satisfaction with 
health services, so that it can be seen the elements that are maintained and improved by the Seroja 
Health Center and can further improve the quality of its services. From the research results, the gap 
value (the gap between the reality value and the expected value) for the tangible dimension is (-0.52), 
the responsiveness dimension is (-0.7), the reliability dimension is (-0.54), the assurance dimension is 
(-0.54) -0.79), and the empathy dimension is (-0.55).