STUDI MUTU PELAYANAN KESEHATAN DI UPTD PUSKESMAS MOJOSARI KECAMATAN MOJOSARI KABUPATEN MOJOKERTO

Abstract

The quality of healthcare services at community health centers (puskesmas) plays a important role in improving public satisfaction, loyalty, and trust in healthcare facilities. Service quality is generally assessed using the five SERVQUAL dimensions: tangibility, reliability, responsiveness, assurance, and empathy. High quality services can positively influence patient perceptions, whereas suboptimal services may decrease trust and affect visit rates. This study aims to describe the quality of healthcare services at UPTD Puskesmas Mojosari, Mojokerto Regency. The research employed a descriptive quantitative design with a cross sectional approach, with the population consisting of all outpatients at the General Outpatient Clinic (Poli BP) of UPTD Puskesmas Mojosari. The sampling technique used was consecutive sampling, with a total of 120 respondents. The research instrument was a service quality questionnaire based on the five SERVQUAL dimensions. Data were analyzed univariately and presented in frequency distributions. The Results showed that 92.5% of respondents rated overall service quality as good, while 7.5% rated it as fair. For each dimension, 98.3% rated tangibility as good; reliability received a good rating from all respondents (100%); responsiveness was rated good by 77.5%; assurance by 66.7%; and empathy by 77.3% of respondents. Suggested improvements included medical equipment completeness, response speed, friendliness, and consistency of staff empathy. Overall the quality of services at UPTD Puskesmas Mojosari was categorized as good, particularly in tangibility and reliability. The findings of this study may serve as a reference for the health center to enhance responsiveness, assurance, and empathy through effective communication training, procedure refinement, and facility improvement.