Electronic Theses and Dissertation

Puskesmas Jeulingke merupakan salah satu fasilitas kesehatan tingkat pertama di Kota Banda Aceh. Berdasarkan hasil observasi di lokasi penelitian, masih ditemukan beberapa permasalahan pada pelayanan rawat jalan, meliputi waktu tunggu pelayanan, penyampaian informasi kepada pasien, serta kondisi fasilitas pelayanan dan fasilitas penunjang yang masih perlu ditingkatkan. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan rawat jalan di Puskesmas Jeulingke dengan cara mengidentifikasi antara persepsi dan harapan pasien menggunakan metode SERVQUAL (Service Quality). Penelitian ini menggunakan pendekatan kuantitatif dengan jumlah sampel sebanyak 98 pasien rawat jalan yang dipilih menggunakan teknik purposive sampling. Pengumpulan data dilakukan melalui penyebaran kuesioner SERVQUAL menggunakan skala likert. Hasil penelitian menunjukkan bahwa seluruh dimensi SERVQUAL memiliki nilai gap negatif, yang menunjukkan bahwa kualitas pelayanan rawat jalan yang dirasakan pasien lebih rendah dibandingkan kualitas pelayanan yang diharapkan. Hasil perhitungan gap secara berurutan memperlihat hasil dimensi responsiveness dengan nilai sebesar -0,587, diikuti oleh reliability -0,464, tangibles -0,324, empathy -0,283, dan assurance -0,237. Berdasarkan hasil tersebut, dapat disimpulkan bahwa dimensi responsiveness menjadi prioritas utama dalam upaya peningkatan kualitas pelayanan di Puskesmas Jeulingke Banda Aceh.
Kata kunci: SERVQUAL, kualitas pelayanan, puskesmas, kepuasan pasien, tangibles, reliability, responsiveness, assurance, dan empathy.

Jeulingke Community Health Center is one of the first-level health facilities in Banda Aceh City. Based on observations at the research location, several problems were still found in outpatient services, including waiting times for services, information delivery to patients, and the condition of service facilities and supporting facilities that still need to be improved. This study aims to analyze the quality of outpatient services at Jeulingke Community Health Center by identifying patient perceptions and expectations using the SERVQUAL (Service Quality) method. This study used a quantitative approach with a sample of 98 outpatients selected using a purposive sampling technique. Data collection was carried out by distributing SERVQUAL questionnaires using a Likert scale. The results showed that all SERVQUAL dimensions had negative gap values, indicating that the quality of outpatient services perceived by patients was lower than the expected quality of service. The results of the sequential gap calculation showed the results of the responsiveness dimension with a value of -0.587, followed by reliability -0.464, tangibles -0.324, empathy -0.283, and assurance -0.237. Based on these results, it can be concluded that the responsiveness dimension is the main priority in efforts to improve the quality of services at the Jeulingke Health Center, Banda Aceh.. Keywords: SERVQUAL (service quality), community health center, patient satisfaction, tangibles, reliability, responsiveness, assurance, and empathy.