Kualitas Pelayanan Pada Puskesmas Yosomulyo Kecamatan Gambiran Kabupaten Banyuwangi

Abstract

This research aimed to identify the service quality of Public Health Center Yosomulyo, District of Gambiran Banyuwangi. The research approach was quantitative, and the research type was descriptive by survey. Data collection techniques used questionnaires. Determination of the sample used simple random sampling. In terms of theory, the researcher applied the theoretical model of service quality of Zeithaml, et al. Data analysis in this research used ServQual with Likert scale, using ordinal measurement level with five levels; if the ServQual calculation resulted negative result, the quality of service could be said dissatisfactory; if it resulted zero value, the service quality could be said good or appropriate, and if generated a positive value, the quality of service could be said very satisfactory. Based on the results of this research, it was found that the service quality of Public Health Center Yosomulyo, District of Gambiran, Banyuwangi Regency indicating the total score of ServQual -4498, with the unsatisfactory category.