Studi Identifikasi Kualitas Pelayanan di UPTD (Unit Pelaksana Teknis Daerah) Puskesmas Panombeian Panei Kabupaten Simalungun

Abstract

This study is aimed to find out the description of the service quality at Panombeian Panei Health Center in Kabupaten Simalungun. The research method is a descriptive quantitative. The purpose of the survey is to obtain information about dimensions that need to be considered and increased in the quality of services up to the health center of Panombeian Panei, Kabupaten Simalungun. The population is all residents who have done treatment at the Panombeian Panei Health Center in 2015-2019 and those who were sampled in this study were 50 patients. The results of the study showed that the quality of service was signed by the Panombeian Panei Health Center still need to be improved, it can be seen by the negative gap between patient perceptions and expectations at Panombeian Panei Health Center, which in -2,17, it means that patient expectations are higher than their perceptions of the dimensions of service quality, and the highest gap is empathy dimension with score gap -2,43.