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Journal : paradigma

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 Abadiyah, Rosyida Abdul Ghofur Abdullah Abdullah Adiansah, Nikolas Adji, Vita Adonia Afifah, Khornelia Afrizani, Afrizani Agariadne Dwinggo Samala Agus Basuki Agustin, Eni Ahmaddul Hadi, Ahmaddul Aisa, Aufia Al-Husnin, Mohammad Iqbal Maulana Alam, Samsir Anas, Mahmud Andreas, John Andriana, Denny Andriani, Rika Anggriyani, Dian Anna Wahyuni Widayanti Anny Sartika Daulay Anwaril Hamidy Ardifka, Fran Arifin Arifin Aristanti Widyaningsih Aswat, Muhammad Raihan Aswat, Raihan Asyifa, Cut Nella Aulia . Aulia, Dini Az-zahra, Syaika Alifa Azizah, Nisak Nur Bahtiar, Hariman Baidhowi, Achmad Ballo, Errando Borman, Mohammad Riski Candra, Vikistha Dimas Chici - Pratiwi Damasanti, Alvina Damayanti, Ratnaningsih Danar, Oscar Radyan Dandan Haryono Darwis, Muhammad Ridha Desy Desy, Desy Dewi Haryani Susilastuti, Dewi Haryani Dewi, Avela Dian Maharani, Dian Diana Nur Sholihah Dimas P, Riansyah Dimas Prasetyo Dony Novaliendry Duyo, Rizal Ahdiyat Elleazar, Cornelius Valdomero Erma Ariyani Erwin Sutandar Etty Wahyuni Fadzlul Rahman, Ferry Fahmi, Miraz’hul Fahmi, Miraz’ul Fahrizal, Wahyu Faldi, Faldi Fathi Farhat, M. Fathra Annis Nauli Fiko Farlis Fitriyana Fitriyana, Fitriyana Gangga Anuraga Gata, Windu Ginting, Nahitma Ginting, Nahitma Gusriani Gusriani Hajriana, Hajriana Handayani, Aprinia Hardyantoro, Vicko Tri Hari Bakti Mardikantoro Harits, Sayekti Hariyani, Nunik Harry Yulianto, Harry Hendra Saputra Hendri Hendri Hidayatullah, Muhammad Rizqi Idris, Yunita Ika Herani Illahi, Akbar Resky Intam Kurnia Jailani, J. Jansen Silalahi Jerhi Wahyu Fernanda, Jerhi Wahyu Joko Pranoto, Wawan Khaerunnisa Khaerunnisa, Khaerunnisa Khaidir, Muh Khairani, Zulfa Rahmalia Khamidah, Noor Khasanah, Fitrohtul Kurnia Alviatin, Anis Kuspandi Putra, Yupi Lilit, Sona Wanda Lusia, Dwi Ayu Lusy Asa Akhrani, Lusy Asa Lutfan Lazuardi Lutfi, Muhammad Mochtar M. Amin Made Kutanegara, Pande Mahardika, Ananta Tri Mahrus, Muhammad Haissul Marsuni, Yusriadi Masruroh, A’ida Maulidiyah, Hidayatul Mohamad Annas Mohammad Setyo Wardono Mokhamad Ramdhani Raharjo Mubaroq, Husni MUHAMMAD AGIL Muhammad Idrus Muhammad Khairul Rijal muhammad mashuri Muhammad Nur Wangid Muhammad, Saiful Muhtar Haboddin Muliawan Nur, Amri Multazami, M Mumtazzah, Azmia Munira Munira, Munira Muslihah, Ana Milhatul Mustainah Mappatoba Muthi, Dimas Ibnu Ni’mah, Nur Evika Kamiliyatun Novitasari, Hafifah Bella Nur Hidayati Nurhaidah, Nurhaidah Nurhayati B octamelia, Mega Oktavianto, Rizqi Pakpahan, Rori Chandra Zaqy Pammu, Abidin Pebrian, Yuda Pramudya Asoka Syukur Pratama, Riansyah Dimas Prawitasari, Galuh Prismadanu, Aliffathur Puri, Lintang Waskita Puspita Listya Ningrum, Tania Rachman, Dhonie Adetya Rachmawaty Rachmawaty, Rachmawaty Radityo Putro Handrito Rahayu Pristiwati Rahma, Nafisah Hanifah Rendrasari, Desi Renita Donasari, Renita Ridwanto Ridwanto Rika Yuliana, Rika Rina Dian Rahmawati Rini, Winda Putri Setyo Riny Kusumawati Riski, Tri Rachmat Rizkirullah, M. Adhitya Rizkirullah, Muhammad Aditya Rony, Zahara Tussoleha Rudi Kartika, Rudi Rustono - Ruth Agnesia Sembiring Sahib, Harlinah Samsoni Samsu, L M Sari, Dewi Vindy Aprillia Sejati, Veny Ari Sinta Maryam, Sinta Siti Aminah Siti Morin Sinaga Sri Herwiningsih SRI RAHAYU Sri Susmiyati Sugeng Santoso Sujoko, Anang Syarifa, Naf'a Taufiq, Agus Tesha Hestyana Sari Trisylvana Azwari Ulfah, Irma Fitriana Ulfah, Irma Fitriana Verto Septiandika, Verto Wantoro, Briliantine Caesar Eka Wildan Saugi Yasin, Nur Azizah Yuli Nurmalasari Yustria Handika Siregar Zaenal Bachruddin Zahra, Amalia Zakiyah, Muslikha Irbah Zamzami, Ziyadatul Zulfajri Basri Hasanuddin Zuqoni, Zuqoni Zurqoni