PUTRI, YOSSYEFA NABILA CHOIRUNNISA (2026) Kualitas Pelayanan Pasien Rawat Jalan Program Jaminan Kesehatan Nasional (JKN) di Puskesmas Sedati Kabupaten Sidoarjo. Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
The increasing number of participants in the National Health Insurance (JKN) Program and the high volume of outpatient visits at Sedati Public Health Center have increased the demand for improving service quality. Although the Community Satisfaction Survey (SKM) indicated very good results, public complaints regarding service delivery were still reported. This study aims to describe the quality of outpatient services for National Health Insurance (JKN) participants at Sedati Public Health Center using the SERVQUAL model developed by Zeithaml et al. (1990) as cited in Hardiyansyah (2018), which consists of five dimensions: tangible, reliability, responsiveness, assurance, and empathy. This study employed a qualitative method with a descriptive approach. Data were collected through observation, documentation, and interviews. The findings indicate that the overall quality of outpatient services has been implemented well. The tangible, reliability, and assurance dimensions were found to be well implemented. Meanwhile, the responsiveness dimension still requires improvement in encouraging patients to utilize the available complaint mechanisms, while the empathy dimension needs enhancement through more consistent friendly, polite, and courteous attitudes among staff across all service units. Overall, the quality of outpatient services for National Health Insurance (JKN) participants at Sedati Public Health Center has been good; however, several aspects still need improvement to ensure more optimal and consistent service delivery. Keywords: Service Quality, Outpatient Services, National Health Insurance (JKN) Participants.
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > H Social Sciences (General) | ||||||||
| Divisions: | Faculty of Social and Political Sciences > Departement of Public Administration | ||||||||
| Depositing User: | 22041010045 PUTRI | ||||||||
| Date Deposited: | 20 Jul 2026 03:33 | ||||||||
| Last Modified: | 20 Jul 2026 03:33 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/56150 |
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