Servqual Gap and Comparative Analysis of Service Quality Perception: Determination Framework and Critical Factors for Submission of Service Quality in the Public Health Center (Puskesmas) in Sukawati District, Gianyar Region, Bali - Indonesia

Abstract

This study aims to find out the critical factors in delivering the quality of services at the Public Health Center (Puskesmas) in Sukawati District. Determination of critical factors based on Servqual Gap is a comparison between expectations and perceptions of the quality of service perceived by patients/ public health visitors. The research method is using qualitative descriptive analysis. The critical factor is determined by making a Cartesian diagram which is sourced from Serqual GAP. Data was obtained from the distribution of questionnaires to 200 respondents. The results of the data analysis concluded that there were 10 indicators in the Puskesmas Sukawati I that were categorized as critical factors that had to be corrected immediately. While Puskesmas Sukawati II there are 2 indicators that must immediately be improved. The comparative analysis shows that there is a significant difference between patient expectations and perceptions of perceived service quality. This result is certainly a consideration for the management of the Puskesmas to be able to assess the accuracy of the services provided to the community so that it can improve the quality of services in the future.