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All Journal International Journal of Health, Economics, and Social Sciences (IJHESS) Journal of Education Technology Information Social Sciences and Health
Rintan Arzeti
Universitas Islam Negeri Sumatera Utara
Computer Science & IT Economics, Econometrics & Finance Education Neuroscience Nursing Public Health Social Sciences

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Persepsi Masyarakat terhadap Kualitas Pelayanan Kesehatan di Puskesmas X Berdasarkan Dimensi SERVQUAL Salianto; Alya Najwa; Fazri Khoirunnisa Purba; Fitri Annisa; Mutiara Siddik; Nabilla Suci Ramadhani; Rintan Arzeti
Journal of Education Technology Information Social Sciences and Health Vol. 5 No. 2 (2026): September 2026
Publisher : CV. Rayyan Dwi Bharata

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.57235/jetish.v5i2.8717

Abstract

Persepsi masyarakat terhadap kualitas pelayanan kesehatan merupakan indikator penting dalam mengevaluasi mutu layanan puskesmas karena dapat memengaruhi tingkat kepuasan dan pemanfaatan layanan kesehatan. Penelitian ini bertujuan untuk menganalisis persepsi masyarakat terhadap kualitas pelayanan kesehatan di Puskesmas X berdasarkan dimensi SERVQUAL yang meliputi tangible, reliability, responsiveness, assurance, dan empathy. Penelitian menggunakan pendekatan kuantitatif deskriptif dengan teknik accidental sampling terhadap 35 pasien yang telah memperoleh pelayanan kesehatan di Puskesmas X. Data dikumpulkan menggunakan kuesioner skala Likert dan dianalisis secara deskriptif melalui perhitungan nilai rata-rata persepsi, harapan, kesenjangan (gap), dan kualitas pelayanan (Q). Hasil penelitian menunjukkan seluruh dimensi SERVQUAL memiliki nilai gap negatif dan nilai kualitas pelayanan (Q)<1, dengan dimensi assurance memiliki kualitas pelayanan tertinggi sebesar 96%, diikuti responsiveness sebesar 89%, tangible sebesar 81%, reliability sebesar 79%, dan empathy sebesar 73%. Secara keseluruhan, kualitas pelayanan kesehatan di Puskesmas X memenuhi 83,6% harapan masyarakat. Temuan ini menunjukkan bahwa peningkatan aspek empathy diperlukan untuk meningkatkan kualitas pelayanan kesehatan di Puskesmas X.
Overview of Logistics Management at Niko Pharmacy on Jl. Besar Tj. Anom, Sembahe Baru, Pancur Batu District, Deli Serdang Regency, North Sumatra Nur Afini Turnip; Amanda Aqiilah; Azzahra Khairani Siregar; Lisca Amalia Putri Br Sinaga; Rintan Arzeti; Rapotan Hasibuan
International Journal of Health, Economics, and Social Sciences (IJHESS) Vol. 8 No. 3: July 2026 - In Progress
Publisher : Universitas Muhammadiyah Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56338/ijhess.v8i3.11645

Abstract

Drug logistics management is an important part of pharmaceutical services to ensure the availability, quality, and safety of drugs. This study aims to describe the implementation of drug logistics management at Niko Pharmacy, Pancur Batu District, Deli Serdang Regency. The study used a qualitative method with a descriptive design. Data were obtained through in-depth interviews and observations of pharmacy owners and pharmacy staff. Aspects studied included planning, budgeting, procurement, storage, distribution, disposal and destruction, recording and reporting, and monitoring and evaluation. The results showed that most drug logistics management activities have been running well. Planning is carried out based on sales data, prescriptions, and patient needs, while drug storage has implemented the FEFO system. Distribution, recording, and monitoring are carried out routinely to maintain drug availability. However, several obstacles were still found, such as budget limitations, delays in drug delivery, manual recording, and the lack of documentation of destruction activities and the results of monitoring and evaluation. Overall, drug logistics management at Niko Pharmacy has been implemented well, but it is necessary to strengthen the documentation and administration system to improve the quality of pharmaceutical services and support the sustainability of optimal drug logistics management.
Co-Authors Alya Najwa Amanda Aqiilah Azzahra Khairani Siregar Fazri Khoirunnisa Purba Fitri Annisa Lisca Amalia Putri Br Sinaga Mutiara Siddik Nabilla Suci Ramadhani Nur Afini Turnip Rapotan Hasibuan Salianto