ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP PELAYANAN KESEHATAN DI PUSKESMAS ELOPADA MENGGUNAKAN METODE SERVQUAL DENGAN PENDEKATAN KUANTITATIF

Abstract

Puskesmas as a first-level health facility is required to provide quality services. However, limited resources and waiting times often cause a gap between patient expectations and perceptions. This study aims to analyze the level of patient satisfaction with services at Elopada Health Center using the Service Quality (SERVQUAL) method. This descriptive quantitative study used accidental sampling techniques on 100 patients. Data were collected through a Likert scale questionnaire that included 25 attributes from the five dimensions of SERVQUAL: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Data analysis included gap analysis (Perception-Expect), Importance Performance Analysis (IPA), and multiple linear regression using SPSS 26. The results showed that the level of patient satisfaction did not meet expectations, with an average overall gap of negative value of -0.55 (Perception 3.95; Expectation 4.51). All dimensions showed negative gaps, with the largest gaps in Assurance and Reliability (-0.57), followed by Responsiveness (-0.56), Tangibles (-0.55), and Empathy (-0.51). The three main improvement priority attributes were patient safety (gap -0.67), responsiveness to complaints (-0.63), and timeliness (-0.61). The regression test proved that 65.9% of patient satisfaction was significantly influenced by all five dimensions of SERVQUAL (p<0.05), with Assurance being the most dominant factor.