Evaluation of Healthcare Service Quality Based on Service Quality Dimensions and Importance Performance Analysis (IPA) Among Outpatients at the Purwodadi Community Health Center, Pasuruan Regency
Evaluasi Mutu Pelayanan Berdasarkan Dimensi Kualitas Pelayanan dan Importance Performance Analysis (IPA) Pada Pasien Rawat Jalan di Puskesmas Purwodadi Kabupaten Pasuruan
DOI:
https://doi.org/10.21070/ups.11744Keywords:
Service Quality, community health center, Importance Performance Analysis (IPA)Abstract
Service quality is important in meeting patients’ needs and expectations. This study aimed to evaluate outpatient service quality based on five dimensions and determine improvement priorities using Importance Performance Analysis (IPA) at Purwodadi Community Health Center, Pasuruan Regency. A quantitative study involved 397 respondents. Data were collected using 28 service attributes covering tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using gap analysis and IPA. Results showed negative gap values for tangibles (-0.33), reliability (-0.26), responsiveness (-0.25), assurance (-0.26), and empathy (-0.40). The Q value was 0.93, indicating that performance had not met patients’ expectations. IPA showed an average importance score of 4.5318 and performance score of 4.2350. Three attributes were priorities for improvement: staff provide services according to patients’ needs, give full attention, and are polite and friendly. All priorities belonged to empathy. Improvements should focus on communication skills, patient-centered services, and training.
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