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All Journal Ilmu Administrasi Publik Dia: Jurnal Administrasi Publik Professional : Jurnal Komunikasi dan Administrasi Publik SOSIOHUMANIORA: Jurnal Ilmiah Ilmu Sosial dan Humaniora JURNAL MUQODDIMAH : Jurnal Ilmu Sosial, Politik dan Hummaniora Ganaya: Jurnal Ilmu Sosial dan Humaniora Dinamika : Jurnal Ilmiah Ilmu Administrasi Negara Seminar Nasional FISIP Unila JURNAL GOVERNANSI Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Kebijakan: Jurnal Ilmu Administrasi Journal of Research in Social Science and Humanities International Journal of Social Science, Educational, Economics, Agriculture Research, and Technology (IJSET) PREDIKSI : Jurnal Administrasi dan Kebijakan Indonesian Journal of Innovation Multidisipliner Research
Yana Fajar FY. Basori
Universitas Muhammadiyah Sukabumi
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Chemical Engineering, Chemistry & Bioengineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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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 Raya Marsela Andi Mulyadi Andika Zelin Aji Santoso Andinie Sakila Putri Annisa Farhani Subhi Barlian Hariyadi Dian Purwanti Dilla Novita Dine Meigawati Ghifary Prinardi Ghifary Prinardi Gihan Pangestu Herawati Nurjamilah IKE RACHMAWATI Intan Quraeni Nursomantri Irvan Maulana Jilan Ramzy Kirana M. Rijal Amirulloh M. Rival Kustiyawahyudi Maulana Mansyur Maulana Mukhlis Muhamad Aruga Rizwan Mutia Rahma Neng Fuziah Randhika M Lesmana Putra Randhika M Lesmana Resa Fitriani Richan Rifalzah Rika Binti Jajul Riki Windiansah Rizki Hegia Sampurna Rizkiya Sriwahyuni Septiawan Maliki Barkah Sheni Zulfani Sindy Amelia Puspita Tuah Nur Windy Nurlita Yobi Stiawan