Analysis of Outpatient Service Quality Using the ServQual Method at Puskesmas “X” Semarang City in 2025

Deskripsi

Background in: In 2024, at the Puskesmas “X” Semarang City, there was a decrease in the number of outpatient visits from October to December by 376 patients, but there was an increase in the Community Satisfaction Index (IKM) during that period by 2.43%. Methods: This study was classified as quantitative observational research with a descriptive analytical approach. The sampling technique used accidental sampling, with the Lameshow formula yielding a sample size of 100 outpatient respondents. The purpose of this study was to find the gap between perception and expectation of the quality dimension, so that the elements that should be maintained and improved by the “X” Community Health Center in Semarang City could be identified. Data analysis in this study used the ServQual gap method, which is the difference between perception and expectation, referred to as the gap or service quality gap. Results: From the Servqual gap analysis between perception and expectation, the gap with the lowest score was in the responsiveness dimension regarding “waiting time for outpatient services” with a score of (-0.35), while the gap with the highest score was in the assurance dimension regarding “feeling of safety when patients receive medical services” with a score of (0.12)