Persepsi Masyarakat Terhadap Kualitas Pelayanan di Puskesmas Sentosa Baru Medan

Abstract

This study analyses community perceptions of service quality at Puskesmas Sentosa Baru Medan based on the concept of perception from Bimo Walgito and service quality from Parasuraman. Perception is defined as the process of organising and interpreting stimuli that provide meaning. Service quality assessment includes five main dimensions: Tangible, Reliability, Responsiveness, Assurance, and Empathy. The research used a quantitative survey method with a Likert scale-based questionnaire, and the data were analysed descriptively. The results showed that in the Responsiveness dimension, indicator P7 regarding service according to time received 19% of respondents strongly disagreed, 39% disagreed, 33% agreed, and 9% strongly agreed. Indicator P8 regarding service speed obtained 33% strongly disagree, 15% disagree, 9% disagree, 38% agree, and 5% strongly agree. Meanwhile, indicator P9 regarding service timeliness showed 11% strongly disagree, 35% disagree, 8% disagree, 42% agree, and 4% strongly agree. These results indicate that public perceptions of service responsiveness still need to be improved to meet their expectations.