ANALYSIS OF HEALTH SERVICE QUALITY BASED ON SERVQUAL DIMENSIONS AT UPTD HEALTH CENTER TEGALBULEUD SUKABUMI REGENCY
DOI:
10.5281/zenodo.21392004Published:
2026-07-16Downloads
Abstract
Healthcare service quality is a key indicator for evaluating the effectiveness of public service delivery in the health sector. As a primary healthcare facility, the Community Health Center (Health Center) is expected to provide high-quality, professional, and patient-oriented services to meet community needs. This study aims to analyze the quality of healthcare services at the UPTD Tegalbuleud Community Health Center, Sukabumi Regency, based on the five SERVQUAL dimensions, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy, and to identify the supporting and inhibiting factors affecting service quality. This study employed a descriptive qualitative approach. Data were collected through observations, in-depth interviews, and documentation involving the head of the community health center, healthcare professionals, administrative staff, and patients selected using purposive sampling. Data were analyzed using the interactive model of Miles, Huberman, and Saldaña, including data collection, data condensation, data display, and conclusion drawing and verification. Data credibility was ensured through source triangulation, technique triangulation, and member checking. The findings indicate that the overall quality of healthcare services at the UPTD Tegalbuleud Community Health Center has been implemented effectively across all SERVQUAL dimensions. However, several challenges remain, including inadequate waiting room facilities, limited healthcare personnel, and high patient volumes that affect service responsiveness. Supporting factors include healthcare personnel competency, the implementation of standard operating procedures, and organizational commitment to continuous service quality improvement. The findings provide practical implications for healthcare managers and local governments in developing strategies to enhance patient-centered healthcare service quality.
Keywords:
Assurance Healthcare Service Quality Health Center Public Service SERVQUAL.References
Ahmed, S., Khan, M., & Rahman, M. (2024). The impact of SERVQUAL on consumers' satisfaction, loyalty, and behavioral intention. Journal of Foodservice Business Research. Advance online publication. https://doi.org/10.1080/10496491.2024.2372858
Anjayati, S. (2021). Review artikel: Analisis kualitas pelayanan terhadap kepuasan pasien di Health Center. Nursing Care and Health Technology Journal, 1(1), 31–38. https://doi.org/10.56742/nchat.v1i1.7
Arnaya, A. A., & Niryana, I. W. (2020). Tingkat kepuasan dan harapan pasien rawat jalan terhadap kualitas pelayanan. Jurnal Medika Udayana, 10(9), 82–88. 10.24843/mu.2021.v10.i9.p14
Creswell, J. W., & Poth, C. N. (2018). Qualitative inquiry and research design: Choosing among five approaches (4th ed.). Sage Publications.
Darmini, N. K. S., & Gorda, A. A. O. S. (2021). Menyigi kualitas pelayanan kesehatan di Health Center pada era pandemi. Media Bina Ilmiah, 16(2), 6347–6362.
Darzi, M. A., Islam, S. B., Khursheed, S. O., & Bhat, S. A. (2023). Service quality in the healthcare sector: A systematic review and meta-analysis. LBS Journal of Management & Research, 21(1), 13–31. https://doi.org/10.1108/LBSJMR-06-2022-0025
Donabedian, A. (2003). An introduction to quality assurance in health care. Oxford University Press.
Fatima, T., Abbas, M., & Ali, S. (2023). Service quality in the healthcare sector: A systematic review and meta-analysis. The TQM Journal. Advance online publication. https://doi.org/10.1108/TQM-08-2022-0243
Kementerian Kesehatan Republik Indonesia. (2023). Undang-Undang Republik Indonesia Nomor 17 Tahun 2023 tentang Kesehatan. Kementerian Kesehatan Republik Indonesia.
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. Sage Publications.
Marshall, C., & Rossman, G. B. (2016). Designing qualitative research (6th ed.). Sage Publications.
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). Sage Publications.
Nugroho, A. P., Ardani, I., & Effendi, D. E. (2023). Dampak kebijakan akreditasi Health Center dalam upaya peningkatan kualitas pelayanan. Aspirasi: Jurnal Masalah-Masalah Sosial, 14(1), 59–82. https://doi.org/10.46807/aspirasi.v14i1.3475
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40.
Patton, M. Q. (2015). Qualitative research & evaluation methods (4th ed.). Sage Publications.
Ramadhan, F., Muhafidin, D., & Miradhia, D. (2021). Kualitas pelayanan kesehatan Health Center Ibun Kabupaten Bandung. JANE: Jurnal Administrasi Negara, 12(2), 58–63. https://doi.org/10.24198/jane.v12i2.28684
Sugiyono. (2023). Metode penelitian kualitatif (Edisi terbaru). Bandung: Alfabeta.
Trismadi Pranata, T., Lanin, D., & Mubarak, A. (2020). Pelaksanaan kualitas pelayanan kesehatan di Health Center Sitiung. Jurnal Manajemen dan Ilmu Administrasi Publik, 1(3), 51–55. https://doi.org/10.24036/jmiap.v1i3.48
Yin, R. K. (2018). Case study research and applications: Design and methods (6th ed.). Sage Publications.
Yuliaridha, W. D., Roslan, R., & Darmaja, S. (2023). Analisis kepuasan masyarakat terhadap kualitas pelayanan kesehatan Health Center Cihara. Jurnal Sehat Mandiri, 18(2), 24–34. https://doi.org/10.33761/jsm.v18i2.970
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2021). Services marketing: Integrating customer focus across the firm (8th ed.). McGraw-Hill.
License
Copyright (c) 2026 Riki Windiansah, Tuah Nur, Yana Fajar FY Basori
This work is licensed under a Creative Commons Attribution 4.0 International License.
How to Cite
