Analisis Kualitas Layanan di UPTD Puskesmas Wiyung dalam Rangka Peningkatan Kepuasan Pasien

Abstract

Abstract

This study aims to analyze the quality of healthcare services in relation to patient satisfaction at UPTD Puskesmas Wiyung, Surabaya. A quantitative descriptive method was used, involving 200 respondents selected through accidental sampling. Data were collected using a structured questionnaire based on the SERVQUAL model, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings show that the overall service quality is perceived as very good, with the highest scores in reliability and empathy, indicating trust in medical competence and personal attention from staff. Tangible aspects such as facilities and cleanliness also contribute to positive perceptions. However, responsiveness, especially in handling service speed, still needs improvement. This study provides practical insights for health service managers to continuously enhance service quality. It also suggests the importance of regular evaluations, patient-centered communication, and better facility management to increase satisfaction.