Hariroh, Sanindita Qolbiyah (2025) Kualitas Pelayanan Kesehatan Rawat Jalan di Puskesmas Kecamatan Turi Kabupaten Lamongan. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
Healthcare is a fundamental right of every individual guaranteed by the 1945 Constitution and is the responsibility of the government to ensure the well-being of the community. Community health centers, as primary healthcare facilities, play a strategic role in providing quality, affordable, and equitable healthcare services to the community. This study aims to analyze and describe the quality of outpatient health services at the Turi Subdistrict Health Center in Lamongan Regency based on the five dimensions of service quality in the SERVQUAL model, namely Tangibles (physical evidence), Reliability (Reliability), Responsiveness (Responsiveness), Assurance (Assurance), and Empathy (Empathy). This study uses a quantitative approach with a descriptive design. The study population consists of all outpatient patients at the Turi Subdistrict Health Center, with an average of 3,159 visits in the last six months of 2023. Using the Slovin formula with a 10% error rate, a sample of 100 respondents was selected through random sampling. The research instrument was a questionnaire with a four-point Likert scale that had been tested for validity and Reliability. The results showed that the characteristics of the respondents were dominated by women (54%) and the 21-30 age group (70%). All dimensions of service quality were categorized as high quality, with approval percentages as follows: Tangibles (75%), Reliability (75%), Responsiveness (75%), Assurance (77%), and Empathy (78%). Overall, 73% of respondents rated the quality of outpatient health services as good, 24% rated it as very good, and only 3% rated it as poor. This study concluded that the quality of outpatient health services at the Turi District Health Center has reached the quality standards expected by patients, although there are still aspects that need improvement, particularly related to technology, equipment, and simplification of service procedures.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | Sanindita Qolbiyah Hariroh | ||||||||
| Date Deposited: | 24 Jul 2025 01:57 | ||||||||
| Last Modified: | 24 Jul 2025 01:57 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/40639 |
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