SERVQUAL METHOD ANALYSIS FOR GENERAL PATIENT HEALTH SERVICE SATISFACTION LEVEL

Background : Puskesmas Pulo Bandring is a functional implementing unit that functions as a center for health development. As a center for health services for the community, the Puskesmas always maintains patient trust, by improving the quality of its services. But in reality in the field there is no system that can measure the level of satisfaction of health services at the Puskesmas Pulo Bandring. Method : To overcome this problem, researchers use the Servqual Method, Service Quality is a method used to measure service quality from the attributes of each dimension, so that the gap value will be obtained which is the difference between consumer perceptions of the services they have. has been received and expectations about what will be received. There are 5 (five) dimensions that represent consumer perceptions of a service quality : (1. Tangible, 2. Reliability, 3. Responsiveness, 4. Assurance, 5. Empathy). Result : Implementation of the interface is carried out with each program that is built. The following is the implementation of the system interface for the level of satisfaction The data that was processed in this study was obtained by giving a chair containing 22 questions to 30 patients seeking treatment at the Puskesmas Pulo Bandring. Conclusion : It was found that the satisfaction of patients seeking treatment at Puskesmas Pulo Bandring Public seen from the 5 dimensions of the servqual had a reality value of 4.00 and an expected value of 4.62 so that there was a gap of -0.62. This gap occurs due to the non-fulfillment of patient expectations with the quality of services provided by the Puskesmas Pulo Bandring


INTRODUCTION
In this era of globalization, a company or agency is required to move quickly when making decisions and actions, including improving services [1]. Service is a form of action aimed at customers both in the form of material and non-material with the aim of meeting customer needs directly in order to solve customer problems [2]. Analisis Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan Rumah Sakit Berdasarkan Metode Service Quality (ServQual). Jurnal Keperawatan dan Fisioterapi (JKF), 3(1), 58-64.. Efforts or efforts to improve the quality of community services in a Puskesmas is one step to improve the quality of life of the community. The quality of service provided by the Puskesmas to patients is one indicator that determines patient satisfaction with what is provided by the Puskesmas [3]. Service quality is also one of the important things that must be considered by the Puskesmas and can be implemented in various ways, including: politeness and friendliness of employees who relate to consumers and their ability to convey trust, fast and precise administrative services, product service according to the agreement, the availability of adequate facilities and infrastructure, affordable cost, timely and satisfactory for the customer or patient [4] Puskesmas Pulo Bandring is a functional implementing unit that functions as a center for health development, a center for fostering community participation in the health sector and a first-level health service center that carries out comprehensive, integrated and sustainable activities in a community residing in the Pulo Bandring area. As a center for health services for the community, Puskesmas are required to always maintain patient trust, by improving quality service so that patient satisfaction increases it is very important as an effort to provide the best service provided by the Puskesmas.

RESEARCH METHODS
Analysis and design is the first step in system development to determine needs, problems that can be overcome from the existence of a system to be built, and what system will be made. [5] In this design using a decision support system in the design. Decision support system is an information system that provides information, modeling data manipulation. This system is used to assist decision making in semi-structured situations [6]. Service Quality is a method used to measure the service quality of the attributes of each dimension, so that the gap value will be obtained which is the difference between consumer perceptions of the services that have been received and expectations of those that will be received [7]. There are 5 (five) dimensions that represent consumer perceptions of a service quality [8].

Tangible
Defined as the appearance of equipment facilities and officers who provide services because a service cannot be seen, smelled, touched, or heard, the tangible aspect becomes very important as a measure of service delivery.

Reliability (Reliability)
Dimensions that measure the reliability of a service to consumers. Reliability is defined as the ability to provide services in accordance with what is made accurately and reliably.

Responsiveness
Ability to help consumers and provide fast service to consumers. The responsiveness dimension is the most dynamic dimension. This is influenced by factors of technological development. One example of responsiveness in service is speed.

Assurance
Dimensions of service quality related to the ability to instill trust and confidence in consumers.

Empathy
Willingness to care and give sincere and personal attention to consumers (service users).
Service Quality Method Process The following are the process steps in the Service Quality method, namely [9] gap calculation, the less good the service quality is. Therefore, the priority of service quality improvement is carried out from this gap. On the other hand, the smaller the gap value (the gap is zero or positive), the better the service quality [11].

RESULTS AND DISCUSSION
Data processing using the method of service quality (servqual). The research variables were obtained based on the services provided by the Puskesmas Pulo Bandring to patients using health services, and then grouped based on five dimensions, namely tangible, reliability, responsiveness, assurance, and empathy. Questionnaires were distributed to 30 respondents who were patients at the Puskesmas Pulo Bandring.  After the questionnaires were distributed to the respondents, then the answers were recapitulated from the expectations and the reality of the services received by the patients. The following is a recapitulation of answers from patient expectations and a recapitulation of answers to the reality of services received by patients.  Table 3.

Recapitulation of Answers from Patient Expectations
Expectancy value shows the patient's expectation of the quality he will receive. The following is the calculation of the patient's expectation value for question P01 from the results of the data recapitulation of 30 respondents And so on until it came to question P22 from the results of the data recapitulation of 30 respondents.    After processing the data on each dimension, from the table above it can be seen that all dimensions have negative gap values. ASSURANCE is ranked first with a gap value of -0.49, then the second rank is the TANGIBLE dimension with a gap value of -0.52, the third rank is the REABILITY dimension with a gap value of 0.66, the fourth rank is the RESPONSIVENESS dimension with a gap value of -0.58 and at The fifth rank is the EMPATY dimension with a gap value of -0.70. Thus, the priority dimension to be improved is EMPATY (Empathy).

RESULT
Implementation of the interface is carried out with each program that is built. The following is the implementation of the system interface for the level of satisfaction of general patient health services.

CONCLUSION
The results of the analysis using the service quality method obtained the results of the calculation of the gap including Assurance ranked first with a gap value of -0.49, then the second rank of Tangible dimension with a gap value of -0.52, the third rank of Reliability dimension with a gap value of 0.66, fourth rank there is a Responsiveness dimension with a gap value of -0.58 and in the fifth rank is the Empathy dimension with a gap value of -0.70. Thus, the priority dimension to be improved is Empathy. From these results, it can be seen that the elements that are maintained and improved by the Puskesmas Pulo Bandring can help in seeing the level of satisfaction of the health services provided and can further improve the quality of their services.