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Journal : JURNAL ILMIAH GLOBAL EDUCATION

Evaluation of the Quality Services at the Kapas Bojonegoro Community Health Center Based on Public Criticism: A SERVQUAL Study on Waiting Times and Staff Communication Rohmah, Miftakhur; Taufiq, Ahmad; Junadi, Junadi
Jurnal Ilmiah Global Education Vol. 7 No. 1 (2026): JURNAL ILMIAH GLOBAL EDUCATION
Publisher : LPPM Institut Pendidikan Nusantara Global

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/jige.v7i1.5197

Abstract

This study aims to evaluate the quality of service at the Kapas Bojonegoro Community Health Center based on public criticism using the SERVQUAL approach, particularly in terms of responsiveness and empathy. Public criticism arising from digital reviews often highlights issues such as waiting times, service flow, and staff communication. This study used a descriptive quantitative method with accidental sampling techniques on 110 respondents who had received services at the Kapas Community Health Center General Clinic. The research instrument was a SERVQUAL questionnaire with a 1-5 Likert scale used to compare perceptions and expectations. The results showed that all items in the questionnaire were valid and reliable, with a Cronbach’s alpha value of 0.920 for perceptions and 0.798 for expectations. Gap analysis showed that the responsiveness aspect had a gap value of -0.39, meaning that the speed of service and clarity of information did not meet expectations. The empathy dimension obtained a gap value of 0.11, which means that the friendly attitude and attention of the staff were rated well by patients. The overall suitability level of 99% indicates that the service is close to patient expectations, although improvements are still needed in terms of waiting time. This study also shows that public criticism can be a useful source of information for continuously evaluating the quality of health center services.
Co-Authors AA Sudharmawan, AA Abror, Darul Afifah, Siti Agustu Sholeh Pujokaroni Ahmad Taufiq Amaliah, Khusnatul Andini, Nesi Anti Angin, Regina Grasia Perangin Anton Rahmadi Anton Rahmadi Anton Rahmadi Anton Rahmadi Anton Rahmadi Anton Rahmadi Anton Rahmadi Anton Rahmadi Anton Rahmadi Apriadi, Rimbawan Apriyadi, Rimbawan Arzeti, Varistra Ripana Aswita Emmawati Ayu Pratama Putri, Diah Azizah, Btari Nur Azmiyati, Afifah Banin, Maghfirotin Marta Basuki, stevani Bernatal Saragih Bernatal Saragih Bernatal Saragih Candra Wahyuni Candrawargani, Devy Tri Chiril, Augustin Mustika Chusnul Hidayat Debi Carolina dedi irawan Dewi, Aninda Adistyana Diana Ermawati Dilly Dessy Fauzyah Dwi Noor Tang Dwinanda R, Elvira Dyah Ari Susanti Eddy S Siradj Ella, Ella Widya RIzki Emmawati, Aswita Enos Tangke Arung, Enos Tangke F. Shoufika Hilyana FAITULLAH ., FAITULLAH Fajriah, Asruria Sani Fatria, Mega Fauziyah, Eni Febriyanti, Venta Fernandez, Dahlia Fetriyuna Fetriyuna fianti, Fila Fianti Forestryana, Dyera Frameilia, Dila Fridya Oktavianti Soliviana Gustiana, Eka Hadi Suprapto Hali, Ali Usman Hamka Haryawan, Ade Hidayah, Khikmatul Hidayat, Khansa Fitria Latifa Hidayat, Wahyu Dwi Nur Hudawati, Nurul Husnul Khotimah Rustam Ibnu Rusydi Iddris Salam Indah Tri Jumiarti Isak Budi Setionugroho Islamiati, Eny Johny Wahyuadi Soedarsono Junadi Junita, Nadia Kartika Sari Kartika Sari Kartika Sari Khafid Ismail Khansa Fitria Latifa Hidayat Khusna, Cicin Amalia Kiki Puspitasari Krishna Purnawan Candra Kristina, Vienti Elisa Kumalasari, Eri Puji Lalasari, Latifa Hanum Lia Agustin Liana Sari, Nuri Mabruri, Efendi Maghfirotin Marta Banin Maghfirotin Marta Banin Mansur Mansur Mansur, Ali Manullang, Julinda Romauli Marwati Marwati Masithoh, Fitria Nur Masitoh, Fitria Nur Masitoh, Gustina Masrukhin, Nuur Halimatus Sa’adiah Binti Maulida Rachmawati Maulida Rachmawati Melati Kusuma Wardani Mohamad Arifin Muhammad Anas Ma'arif Muinah Fadhilah, Muinah Mujidin, Mujidin Munawar, M. Soleh Al Mursilah Mursilah, Mursilah Mustofa, M Iqbal Myrna Ariati, Myrna Natalie, Regina Safira Natasha, Nadia Chrisayu Nawangsari, Elliza Natania Ningsih, Dewi Andariya Ningsih, Nur Tia Ningtias, Dyah Ayu Nisa, Haerun Nisa, Yahdiatun Nita Dwi Astikasari Noor, M. Fauzan Nur Amaliah Nur Masitoh, Fitria Nur Rokhman Nurgiyantoro, Edi Nurrohmah, Meizza Nuryati, Ida Nuzula, Wenny Firdausin Oktania, Wulan Panggulu Ahmad Ramadhani Utoro Pardi, Lasmono Permata, Aurel Priastyca Pinto, Juliana Gomes Prabowo , Sulistyo Prabowo, Sulistyo Prayogi, M Bagus Priyono, Sigit Pujokaroni, Agustu Sholeh Putri, Annisa Ananda Putri, Ariesta Brinawaty Putri, Ella Wiyasa Qayyum, Abdul Rafii Nur Fauzan, Muhammad Rafii Rafika Rahmadani Rahmawati, Rahmawati Rahmayanti Fitriah Ratri Retno Utami Ravita D, Nena Reni Yuli Astutik Reny Marliadi Respati, Laras Laxita Winda Retnaningtyas, Erma Retno Palupi Yonni Siwi Ria Anggraeni Rifa'i, Muhamad Nanang Rina Juwita Rini, Suci Muspita Riza Tsalatsatul Mufida Rohmani, Diah Tika Romijarso, Toni B. Romijarso, Toni Bambang Ronny Martien Ryzkyana, Cyntia Finda Safira Fadhila Safira, Liana Sagena, Uni W Sapay, Meni Mita Sejati, Putri Eka Selviana Ave Maria Funan Shanty Natalia Sholichah, Nazilatul Maulinda Sholikah, Diah Imroatus Sinaga, Umi Teresia Siti Hardianti, Siti Solly Aryza Sri Raharjo Suharni Milenia Wati Suheni Suheni Sukmiyati Agustin Sumadi, Lalu Aditya Supitri, Eka Sutati, Sutati Syamsul Hadi Tahni'ah, Anti Tri Ratna Dewi Triyatna, Vira Tuszahroh, Nasifah Tuszahroh, Nasifah Utama, Dedi P. Utami, Siska Neeri Utami, Siska Neeri Vivie Sulastri Widhiatuti, Dhanik Rita Widuri, Erlina Estiyanti WIJAYANTI KUSUMA WARDHANI Winarti, Lilik Yadi, Yadi Yana Ulfah Yani Yani Yudha Agus Prayitno Yuliadini Puspita Yulian Andriani Yulian Andriyani Yulian Andriyani, Yulian Yuliani Yuliani Yuliani, Yuliani Zainal Arifin