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Tuah Nur
Universitas Muhamamadiyah Sukabumi
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ANALYSIS OF HEALTH SERVICE QUALITY BASED ON SERVQUAL DIMENSIONS AT UPTD HEALTH CENTER TEGALBULEUD SUKABUMI REGENCY Riki Windiansah; Tuah Nur; Yana Fajar FY Basori
International Journal of Social Science, Educational, Economics, Agriculture Research and Technology (IJSET) Vol. 5 No. 8 (2026): JULY
Publisher : RADJA PUBLIKA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.5281/zenodo.21392004

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.
Co-Authors Adinda Chivita Fauziah Agi Rizky Fadhillah Agung Gumilang Agusti, Rismawati Alfiah, Arla Amalia, Firda Dini Andi Mulyadi Angga Kurnia Yudha Perdana Anisa Anwar Annisa Aulia Putri Annisa Nur Zannah Annisa Nur Zannah Arsyu, Muhammad Ilham Effendi Astri Febriana Syaripudin Audi Muhamad Karyadara Ayu Andriani Ayu Andriani, Ayu Cahya Nabila Damayanti, Mutia Siti Detio fikri firjani Detio fikri firjani Dhani Firmansyah Dian Kustiawan Dian Purwanti Dian Purwanti Dian Purwanti Dila Dwi Lestari Dine Meigawati Dine Meigawati Dine Meigawati Distia Nur Sakinah Dwi, Alya Malis Erfina Juanda Erry Sunarya Fajar FY. Basori, Yana Fasya, Sarah Zafira Fauzy, Muhammad Rizki Firdaus, Mutya Firmansyah, Dhani Frisda Amelia Augusty Ghania Khalda Ikang Afrizal IKE RACHMAWATI Ikhlasul Amal Ilham Maulana Akbar Irvi Deastiani Ripa'i Kalinda Oktafiani Kustiawan, Dian Lia Amelia M. Rijal Amirulloh Maharani Aulia Putri Mala Ayunda Muthya Mulia Suci Mutiara zahra Nurul Fauziah Nabila Rahma Silmi Nabila, Cahya Nadia Apriliani Najwa Nur Syariyah Nanda Sonia Priyadevi Narisyda Nursyida Neng Alvi Hasanah Neng Sita Novianti Nesya Nur Halimah Nopia Nopia Nopia, Nopia Novita Sulastri Ningsih Nuraeni Nuraeni Nuralita Anggini Futri Nursyida, Narisyda Nur’ashila, Salsabila Pangestu, Gihan Pebriyanti, Neng Reni Permatasari, Utari Puji Fauziah Puji Fauziah Rafly Trisesya Rahayu Oktian Siregar Randi Perdian Dharmawan Rani, Indri Silfia Ranti Riani Rayhan Septa Rivaldi Reditha Maria Ulfha Rida Siti Shiyami Milenia Ridwan, Muhammad Hilmi Rifani Nurul Agfi Riki Windiansah Riky Nuryaman Rina Shofiawati Rahayu Risma Sri Mulyani Suhendar Rismawati Agusti Rizki Hegia Sampurna Rizkiya Sriwahyuni Rodhiyat Fajar Salim Rosi Pitria Sabilla Khumaira Saleh, Munandi Salma Salsabila Saumi Salma Salsabila Saumi Salsabila, Siti Samsul Arif Sarah Zafira Fasya Shilvi Septiani Silfia Rani, Indri Siti Aminah Siti Nuraeni Siti Rohmah Siti Salsabila Sriwahyuni, Rizkiya Syifa Rizqia Zulfa Talitha, Salma Tantan, Tantan Trias Tri Syafalas Trisesya, Rafly Vivit Fitria Hidayati Windy Nurlita Yana Basori Yana Fajar Basori Yana Fajar FY. Basori Yana Fajar FY. Basori Zahra Laisha Anwar Zaimatuz Zulfa Zannah, Annisa Nur Zelin, Andhika Zulfa, Syifa Rizqia