ANALISIS KEPUASAN PASIEN TERHADAP KUALITAS LAYANAN PUSKESMAS PANGLAYUNGAN BERDASARKAN EXPECTED SERVICE DAN PERCEIVED SERVICE PASIEN

Abstract

As a primary healthcare facility, puskesmas plays a crucial role in improving service quality and patient satisfaction. Community Satisfaction Index (IKM) surveys in Tasikmalaya City indicate a decline in satisfaction at several puskesmas, including Puskesmas Panglayungan, which has experienced a three-year consecutive decrease in IKM (2022–2024). Objective: This study aims to analyze patient satisfaction with the service quality of Panglayungan Health Center by identifying the gap between expected service and perceived service using the five SERVQUAL dimensions: tangible, reliability, responsiveness, assurance, and empathy. Methods: This research employed a mixed-methods approach with a concurrent embedded design, involving 378 outpatient respondents. Data were collected through the SERVQUAL questionnaire and key informant interviews. Analysis included gap analysis, Customer Satisfaction Index (CSI), and Importance Performance Analysis (IPA). Results: All SERVQUAL dimensions showed negative gaps, with the highest in reliability (-0.41) and the lowest in tangible (-0.31). The overall CSI score was 80.44%, indicating a “satisfied” category. IPA identified several attributes as top priorities for improvement, including room lighting, service timeliness, waiting time for medical services, and staff friendliness. Patients’ perceptions revealed that communication, empathy, and physical comfort strongly influence satisfaction. Conclusion:
Improvements in communication, empathy, queue management, and facility comfort are recommended to enhance patient satisfaction.