FACTORS INFLUENCING THE IMPROVEMENT OF HEALTH SERVICE QUALITY AT THE MELUR COMMUNITY HEALTH CENTER IN PEKANBARU CITY

Abstract

Abstract

Healthcare service quality is a key factor in increasing public satisfaction and trust in healthcare facilities, including community health centers (Puskesmas). Service quality is a service standard that has been regulated as a guideline in providing services. Service standards are measurements that have been determined as an indicator of good service. This study aims to analyze the factors influencing the improvement of healthcare service quality at Puskesmas Melur, Pekanbaru City, using a descriptive quantitative method. The sampling technique used was accidental sampling, with a total of 100 respondents. The study was

conducted from December 23, 2024, to January 3, 2025, using a questionnaire as the research instrument. The questionnaire adopted from (Nur Rofiah, 2019) measured five SERVQUAL dimensions: tangible (availability of physical facilities), reliability (service dependability), responsiveness (staff responsiveness), assurance (guarantee and trust), and empathy (healthcare workers’ concern for patients). The results showed that in the tangible dimension, 58% of respondents rated service quality as good. In the reliability dimension, 52% of respondents rated the service quality as moderate. Meanwhile, in the responsiveness dimension, 58% of respondents also rated the service quality as moderate. For the assurance dimension, 59% of respondents considered the service quality moderate, and in the empathy dimension, 60% of respondents also rated the service quality as moderate. Based on these findings, improving the five SERVQUAL dimensions is essential in efforts to enhance healthcare service quality at Puskesmas. For future research, it is recommended to conduct a more in-depth analysis by examining the relationships between variables in a more specific manner using linear regression or Structural Equation Modeling (SEM).