Quality of Health Social Security Agency Services at Tugu Public Health Center
DOI:
https://doi.org/10.31004/joecy.v6i1.6015Keywords:
Service Quality, Puskesmas Tugu, BPJS Health Insurance, TERRAAbstract
The importance of healthcare services in community development is to increase individual productivity. The health center serves patients in its area, which includes Cimanggis District, Depok City. It will be difficult to provide effective and efficient healthcare services because the population of Cimanggis District will increase to 251,002 by 2024. Studies show that, especially at the Tugu Community Health Center, there is a difference between what the community expects from the services and what happens. Developed the Service Quality Dimensions (SERVAQUAL) model, which assesses service quality using the TERRA dimensions. This researcher used a descriptive quantitative approach with data collection techniques including questionnaires, observations, and interviews. The results show that the Tugu Community Health Center received an average score of 2.7 from the TERRA dimension, which means "Quite Good." Nevertheless, the quality is still low due to slow procedures, staff shortages, and facilities. To improve service quality, it is necessary to enhance human resources, upgrade infrastructure and facilities, optimize service processes, and conduct regular monitoring and evaluation.
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