Kualitas Pelayanan Publik Dalam Pelayanan Kesehatan Pada Puskesmas Bagansiapiapi Kabupaten Rokan Hilir

Agusrianto, Agusrianto (2022) Kualitas Pelayanan Publik Dalam Pelayanan Kesehatan Pada Puskesmas Bagansiapiapi Kabupaten Rokan Hilir. Masters thesis, Universitas Islam Riau.

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Abstract

Health services are an important activity to improve the health status of the community. Therefore, the government has provided facilities and infrastructure for health services, among others, by establishing a Community Health Centers. Community service users certainly really expect to be able to get quality services from the Community Health Centers. The purpose of this study was to determine and analyze the quality of public services in health services at the Community Health Center Bagansiapiapi Rokan Hilir Regency. This study uses a qualitative approach. To analyze the quality of public services in health services at the Community Health Center Bagansiapiapi, the indicators of service quality as proposed by Zeithaml, Berry and Parasuraman (2010) are Tangible, Reliability, Responsiveness, Assurance, and Empathy. The research was carried out at the Community Health Center Bagasniapiapi Rokan Hilir Regency, where data collection was carried out using interview, observation and documentation techniques. Based on the results of the analysis and discussion carried out, it can be concluded that: The quality of public services in health services at the Community Health Center Bagansiapiapi Rokan Hilir Regency is quite good overall. which is viewed from the indicators of the quality of public services which include Tangible, Reliability, Responsiveness, Assurance, and Empathy.

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