Analysis of Healthcare Service Quality at Community Health Centers (Puskesmas): A Literature Review

Abstract

Community Health Centers (Puskesmas) play a crucial role as primary healthcare facilities. The quality of service provided directly impacts patient satisfaction and the level of public health. This study aims to analyze service quality dimensions at Community Health Centers and identify obstacles and solutions based on valid scientific literature. The research method employed is a literature review adopting the PRISMA protocol, examining 15 relevant national journal articles published between 2022 and 2026. The review results indicate that service quality dimensions—specifically tangibles, reliability, and responsiveness—consistently influence patient satisfaction. Major obstacles frequently identified include limited physical infrastructure and inefficient service waiting times. Implementing digitalization and enhancing the capacity of healthcare workers are recommended as key strategic solutions to boost the quality of public services in primary healthcare facilities.