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MUHAMMAD AGIL
Bagian Reproduksi Dan Kebidanan Departemen Klinik Reproduksi Dan Patologi Fakultas Kedokteran Hewan Institut Pertanian Bogor, Bogor
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Journal : PARADIGMA

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Kualitas Pelayanan Administrasi Pasien Di Puskesmas Singgani Kota Palu Rahman, Fathur; Maryam, Sinta; Agil, Muhammad; Desy, Desy; Adji, Vita Adonia; Mustainah, Mustainah; Kurnia, Intam; Haryono, Dandan; Borman, Mohammad Riski
PARADIGMA : Jurnal Administrasi Publik Vol. 4 No. 2 (2025)
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Palu

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55100/paradigma.v4i2.78

Abstract

This study aims to analyze the quality of patient administration services at Singgani Health Center in Palu City using the five dimensions of SERVQUAL approach (tangibles, reliability, responsiveness, assurance, and empathy). Health centers as primary health care facilities require optimal administrative systems to support smooth health service delivery to the community. This research employs a descriptive qualitative method with data collection techniques through in-depth interviews, observation, and documentation. Research informants consisted of administrative staff, head of administration, and patients selected through purposive sampling. Data analysis used the Miles and Huberman model including data reduction, data presentation, and conclusion drawing. The results showed that the quality of administrative services has generally been running well with the dimensions of reliability, responsiveness, assurance, and empathy showing positive performance. Administrative staff were assessed as responsive, friendly, meticulous in recording, and able to provide special attention to patients. However, the tangibles dimension still requires improvement, especially regarding the comfort of the waiting room during increased patient volumes. This study recommends optimization of physical infrastructure, enhancement of human resource capacity, development of queue management systems, and strengthening of periodic service monitoring and evaluation
Co-Authors A Amrozi Abdul Samik Adji, Vita Adonia Afiff , Usamah Ahmada, Milla Alwi, Alwi Shobri Amala, Karisma Wahyu Amarudin, Amin Awal Amrozi Amrozi, A Andre Pasetha Anriansyah Renggaman Antje Engelhardt Antje Engelhardt Antje Engelhardt Antje Engelhardt, Antje Asmawan, Yudhi Ferdi Andri Asri Pudjirahaju Bakti Tamba Bambang Purwantara Berlin Pandapotan Pardede Borman, Mohammad Riski Cece Sumantri Dandan Haryono Dea Indriani Astuti DEDI CANDRA Dedi Rahmat Setiadi Desy Desy, Desy Dilla frastantie Dondin Sajuthi DYAH PERWITASARI -FARAJALLAH Entang Iskandar Fathur Rahman Fitriani, Lia Gholib Gholib Gholib Gholib, Gholib Gono Semiadi GONO SEMIADI Hamidudin, Ahmad Yahya Hamny Sofyan Harianto Budi Rahardjo Heistermann, Michael Hermansyah, Endang HUSNUL KHOTIMAH I Ketut Karya Wisana Idawati Nasution Iis Afriantini Iman Supriatna Intam Kurnia Islachiyana, Rifda Jansen Manansang Jansen Manansang Juli Melia Juli Melia Juli Melia Ketut Adnyane Mudite koekoeh santoso La Ode Muhammad Aswad Salam Lidya Elizabeth M. Manik Lisa Michelle Danish M Agus Setiadi Mahmudi Mahmudi Marniati Kadir Michael Heistermann Minarti, Melisa Muchidin Noordin Muhammad Fathoni, Muhammad Muhammad Jalaluddin Muhammad Subhan Muhammad Syawal Muhammad Syawal Muslim Akmal Mustainah Mappatoba Nanik Hidayatik Ni Wayan Kurniani Karja Nisa, Hairun Nisa Pardede, Berlin Pandapotan Putra, Saiful Aminudin Al Kusuma R. Iis Arifiantini R. Taufiq Purna Nugraha R. Taufiq Purna Nugraha Ridzky Pratama Sartika Lina Mulani Setyaningsih Rambu Liwa Setyaningsih Rambu Liwa Sevy Tiara Ilham Sholikhah, Noviana Nur Sinta Maryam, Sinta Sri Wahyuni Sri Wahyuni Srihadi Agungpriyono Surya Agus Prihatno Sutrisnak Sutrisnak Taufiq P. Nugraha Teguh Sumarsono Tuty L Yusuf Tuty L Yusuf Tuty L Yusuf Tuty L. Yusuf Tuty Laswardi Yusuf Tuty Laswardi Yusuf Tuty Laswardi Yusuf Tuty Laswardi Yusuf TUTY LASWARDI YUSUF Tuty Laswardy Yusuf Vincentia Trisna Yoelinda Wahono Esthi Prasetyaningtyas Wahyuni, Sri Yohana Tri Hastuti Yohana Tri Hastuti Yosua Kristian Adi Zunaidi, Arif