Gambaran Pelayanan Kesehatan Di Puskesmas Ingin Jaya Aceh Besar

Syarifah Nora Andriaty; Nanda Desreza; Hamdani Mulya

doi:10.31004/koloni.v5i3.1422

Authors

Syarifah Nora Andriaty Prodi Pendidikan Dokter Umum, Fakultas Kedokteran, Universitas Abulyatama, Aceh Besar, Indonesia.
Nanda Desreza Prodi Pendidikan Dokter Umum, Fakultas Kedokteran, Universitas Abulyatama, Aceh Besar, Indonesia
Hamdani Mulya Program Studi Pendidikan Dokter, Fakultas Kedokteran, Universitas Abulyatama, Aceh Besar, Indonesia

DOI:

https://doi.org/10.31004/koloni.v5i3.1422

Keywords:

health service, service quality, SERVQUAL, patient satisfaction, public health center

Abstract

Quality health services are an important indicator in meeting patients’ needs and expectations at primary healthcare facilities. This study aimed to describe the quality of health services at Ingin Jaya Public Health Center, Aceh Besar, based on the five dimensions of Service Quality (SERVQUAL), namely tangibles, reliability, responsiveness, assurance, and empathy, as well as to assess patient satisfaction. This quantitative study used a descriptive design with a cross-sectional approach. The study was conducted from May to June 2026 involving 50 respondents from the adult–elderly health, communicable disease prevention and maternal and child health (MCH) clusters, who were selected using an accidental sampling technique. Data were collected using SERVQUAL and patient satisfaction questionnaires and analyzed using univariate analysis through frequency distributions and descriptive statistics. The results showed that the overall quality of health services was categorized as good, with 49 respondents (98%) rating the services as good and 1 respondent (2%) rating them as adequate. Based on the SERVQUAL dimensions, tangibles and assurance were each rated as good by 49 respondents (98%), reliability by 46 respondents (92%), responsiveness by 39 respondents (78%), and empathy by 42 respondents (84%). Patient satisfaction was categorized as good among 48 respondents (96%) and adequate among 2 respondents (4%). Patient satisfaction had the highest mean score of 17.96, whereas responsiveness had the lowest mean score of 16.36. In conclusion, health services at Ingin Jaya Public Health Center, Aceh Besar, were generally categorized as good, and most patients were satisfied with the services received. Improvement in responsiveness, particularly in terms of service speed, promptness, and timeliness, is needed to further improve service quality.

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