PENILAIAN KUALITAS PELAYANAN PUSAT KESEHATAN MASYARAKAT DI WILAYAH SUMATERA UTARA, INDONESIA

Abstract

Background: Public Health Center (“Puskesmas”/Pusat
Kesehatan Masyarakat) is a leading health service facility in
the development of community health in Indonesia and plays a
vital role to realize the vision of Healthy Indonesia 2010. The
objectives to evaluate the health service quality of Puskesmas;
The quality of Puskesmas services was evaluated using
Serqual method while the data was collected using quantitative
and qualitative methods.
Method and Result: The quantitative analysis indicated that
the mean score for quality was 3.79. In addition, the health
service quality of Puskesmas, on all dimensions, generally
shows the scores above 3. This means that the health service
quality of Puskesmas is at a relatively good level. Stratified by
the mean scores, the dimensions of responsiveness and
reliability have similar mean scores of 3.85; the dimension of
empathy has a mean score of 3.81; and the dimension of
assurance has a mean score of 3.79.
Conclusion: The dimension of tangible has the lowest mean
score of 3.64. The factors affecting the improvement of health
service quality in Puskesmas are the input factors, process
factors, and environmental factors for achieving the vision of
Healthy Indonesia 2010 through the implementation of the North
Sumatera Province Health Project-II.
Keywords: public health center, Puskesmas