Ria Sutisna (1), Asyhari (2)
Healthcare service quality is an important aspect of public service delivery. This study aims to analyze healthcare service quality at Kedundung Community Health Center, Mojokerto City, based on service users' perceptions. A descriptive qualitative approach was employed, with data collected through semi-structured interviews, non-participant observation, and documentation. Informants were selected purposively and comprised service providers and users. Data were analyzed through data condensation, data display, and conclusion drawing and verification. Service quality was examined using the five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate strengths in healthcare workers' competence, users' trust in medical services, and the availability of essential facilities. However, improvements are needed in service responsiveness, clarity and efficiency of service procedures, supporting facilities, and communication and individualized attention. These findings highlight that improving service quality requires strengthening technical aspects, facilities, organizational processes, and service interactions to deliver more responsive, humane, and sustainable healthcare services.
Akmal, S., Malik, S. A. G., & Miraza, F. A. (2023). Analisis tingkat kualitas pelayanan pasien rawat jalan di Puskesmas Muara Satu menggunakan metode Fuzzy-SERVQUAL. Industrial Engineering Journal, 12(2). https://doi.org/10.53912/iej.v12i2.1115
Basyaria, K., & Ariany, R. (2024). Kualitas pelayanan publik di Puskesmas Pauh Kota Padang. Pencerah Publik, 10(2). https://doi.org/10.33084/pencerah.v10i2.5327
Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). SAGE Publications.
Denhardt, J. V., &t, R. B. (2003). The new public service: Serving, not steering. M. E. Sharpe.
Dinas Kesehatan, Pengendalian Penduduk dan Keluarga Berencana Kota Mojokerto. (2023). Profil kesehatan Kota Mojokerto tahun 2023. Dinas Kesehatan, Pengendalian Penduduk dan Keluarga Berencana Kota Mojokerto.
Guest, G., Bunce, A., & Johnson, L. (2006). How many interviews are enough? An experiment with data saturation and variability. Field Methods, 18(1), 59–82. https://doi.org/10.1177/1525822X05279903
Indrawati, B. (2023). Analisis SERVQUAL pengukuran tingkat kualitas layanan dan kepuasan konsumen Dinas Kesehatan Kota Bekasi. Jurnal Ilmiah Bakti Farmasi, 7(1). https://doi.org/10.61685/jibf.v7i1.87
Lestari, J. M., & Indrawati, F. (2023). Kualitas pelayanan kesehatan esensial pada masa pandemi COVID-19 menggunakan metode SERVQUAL. Indonesian Journal of Public Health and Nutrition, 3(3). https://doi.org/10.15294/ijphn.v3i3.60550
Lincoln, Y. S., & Guba, E. G. (1985). Naturalistic inquiry. SAGE Publications.
Mawarti, F., Nuraini K., F., & Thamrin, M. H. (2016). Analisis kualitas pelayanan Puskesmas terhadap kepuasan ibu hamil di Kota Pangkalpinang tahun 2015. Jurnal Kedokteran dan Kesehatan, 3(1), 363–371. https://doi.org/10.32539/jkk.v3i1.51
Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). SAGE Publications.
Moenir, H. A. S. (2014). Manajemen pelayanan umum di Indonesia. Bumi Aksara.
Osborne, D., & Gaebler, T. A. (1992). Reinventing government: How the entrepreneurial spirit is transforming the public sector. Addison-Wesley.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing,64(1), 12-40
Pradhani, H. E., Nursanti, E., & Priyasmanu, T. (2024). Service quality dalam mengukur kepuasan pasien terhadap kualitas pelayanan Puskesmas. Jurnal Valtech, 7(1), 117–122. https://doi.org/10.36040/valtech.v7i1.9271
Ratminto, & Winarsih, A. S. (2013). Manajemen pelayanan: Pengembangan model konseptual, penerapan citizen's charter dan standar pelayanan minimal. Pustaka Pelajar.
Sandelowski, M. (2000). Whatever happened to qualitative description? Research in Nursing & Health, 23(4), 334–340. https://doi.org/10.1002/1097-240X(200008)23:4
Sunardi, D. S. (2017). Kualitas pelayanan publik di Puskesmas Peneleh Kota Surabaya. JPAP: Jurnal Penelitian Administrasi Publik, 3(2). https://doi.org/10.30996/jpap.v3i2.1263
Alifah, T., Purnamasari, H., & Febriantin, K. (2026). Kualitas pelayanan kesehatan Puskesmas di era reformasi birokrasi: Analisis SERVQUAL pada UPTD Puskesmas Tridayasakti, Kecamatan Tambun Selatan, Kabupaten Bekasi. NeoRespublica: Jurnal Ilmu Pemerintahan, 7(3), 510–522. https://doi.org/10.52423/neores.v7i3.1321
SiberMu, R. T., Guntara, Y., Awaludin, & Eliana, D. (2026). Analisis mutu pelayanan Puskesmas berdasarkan keluhan pasien menggunakan pendekatan SERVQUAL di UPTD Puskesmas Maleber. Preventif Journal, 10(2). https://doi.org/10.37887/epj.v10i2.34
Abdullah, A. F., Sulastiana, M., & Harding, D. (2023). Trends of service quality researches in Indonesian health journals over the last five years: A literature review. Asian Journal of Engineering, Social and Health, 2(11), 1378–1389. https://doi.org/10.46799/ajesh.v2i11.170
Amini, K., Jum’ah, J., & Azhari, F. (2025). Hubungan Kualitas Pelayanan Kesehatan dengan Tingkat Kepuasan Pasien di Puskesmas Melati Kabupaten Kapuas. Jurnal Siti Rufaidah, 3(3), 101–116. https://doi.org/10.57214/jasira.v3i3.217.
Dewi, S., Nadapdap, T. P., & Januariana, N. E. (2022). Pengaruh mutu pelayanan kesehatan terhadap kepuasan pasien peserta JKN/KIS di Puskesmas Gunung Tua Kecamatan Padang Bolak. Jurnal Kesmas Prima Indonesia, 6(2), https://doi.org/10.34012/jkpi.v6i2.2991
Effendi, K. (2020). Tingkat Kepuasan Pasien Terhadap Pelayanan Kesehatan Di Uptd Puskesmas Mutiara Tahun 2019. Excellent Midwifery Journal, 3(2), 82–90. https://doi.org/10.55541/emj.v3i2.127.
Lestari, A. A., Syahputri, F. A., Aldona, C., & Gurning, F. P. (2024). Analisis mutu pelayanan kesehatan menggunakan dimensi mutu dalam meningkatkan kualitas program JKN di puskesmas. Jurnal Kolaboratif Sains, 7(7), 2357–2362. https://doi.org/10.56338/jks.v7i7.5585.
Nababan, M. C., Listiawaty, R., & Berliana, N. (2020). Analisis kualitas pelayanan terhadap kepuasan pasien di Puskesmas X Kota Jambi. Jurnal Kesmas Jambi, 4(2), 6–16. https://doi.org/10.22437/jkmj.v4i2.10565.
Purnivira, I. S. (2025). Analisis Kualitas Pelayanan Dilihat Dari Aspek Responsiveness Di Puskesmas Bentot Kabupaten Barito Timur. JAPB, 8(1), 298–304. https://doi.org/10.35722/japb.v8i1.1170.
Rahman, E., Mahmudah, M., & Rahmi, K. (2025). Kepuasan Pasien terhadap Mutu Layanan di Puskesmas Banjarbaru Selatan. Jurnal Akademika Baiturrahim Jambi, 14(2), 336–345. https://doi.org/10.36565/jab.v14i2.948
Saputra, D. M. D., Partina, A., & Amallia, B. A. (2025). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien pada Puskesmas Tanjungsari di Gunungkidul, Daerah Istimewa Yogyakarta. Cakrawangsa Bisnis: Jurnal Ilmiah Mahasiswa, 6(1), 1–13. https://doi.org/10.35917/cb.v6i1.568.
Savira, W. D., & Subadi, W. (2023). Kualitas Pelayanan Kesehatan Dilihat Dari Aspek Tangible (Berwujud) Dalam Rangka Meningkatkan Pelayanan Kesehatan Pada Puskesmas Hikun Kecamatan Tanjung Kabupaten Tabalong. Japb, 6(2), 749–762. https://jurnal.stiatabalong.ac.id/index.php/JAPB/article/view/852.
Suryawati, C., Nandini, N., & Handayani, N. (2019). Kepuasan pasien terhadap layanan Puskesmas BLUD di Kota Semarang. Jurnal Manajemen Kesehatan Indonesia, 7(1), 39–45. https://doi.org/10.14710/jmki.7.1.2019.39-45