Quality Service Strategy in Improving Performance of Puskesmas Service Area of Mranggen District

Nanang Wahyudin(1*),

(1) Bangka Belitung University
(*) Corresponding Author


This study aims to analyze the quality of services available at the health center of Mranggen in order to formulate a strategy to improve the quality of health services of Puskesmas by analyzing the importance and level of performance in six dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance, Empathy and Accessibility) to produce performance (performance) that can satisfy customers. The data analysis of this research was conducted by qualitative descriptive method, to answer the problem formulation about how to improve the quality of health service of Mranggen in accordance with the quality standard set by the Government, then used "Importance-Performance Analysis" with Cartesian diagram, the number of samples of this study 75 respondents taken from three Puskesmas available at Puskesmas Mranggen. The result of the research shows that the dimension of Responsiveness is the main priority to improve the quality of service because it has the highest importance of 81.3%, while the performance is still low with the level of conformity of 71%, while the next sequence based on the level of conformity is Assurance dimension, Accessibility, Tangibles, Reliability, and Empathy. Thus the whole health center Mranggen considered good enough from the level of customer satisfaction.


Tangibles; Reliability; Responsiveness; Assurance; Empathy; Accessibility; Service Performance

Full Text:



Boe, Debra Thingstad,R.N., M.P.H., Riley, W., PhD., & Parsons, H., M.P.H. (2009). Improving service delivery in a county health department WIC clinic: An application of statistical process control techniques. American Journal of Public Health, 99(9), 1619-25. Retrieved from https://search.proquest.com/docview/215091800?accountid=25704

Dinas Kesehatan Kabupaten Demak. (2017). Profil Kesehatan Kabupaten Demak Tahun 2016, Demak, Jawa Tengah. https://drive.google.com/file/d/0BwGza6Pvu6tPWFY3TGVyNzhuY W8/view

Drucker, Peter F. (2008),. Pengantar Manajemen, Pustaka Binaman. Pressindo,Effendi Jakarta

Dwiyanto, Agus (2005), “Mewujudkan Good Governance Melalui Pelayanan Publik”, Yogyakarta: Univ Gadjah Mada.

Handoko, TH. (2003). Manajemen. Edisi Kedua. Cetakan Kedelapanbelas. Yogyakarta: BPFE-Yogyakarta.

Harvey, J. B., Beich, J., Alexander, J. A., & Scanlon, D. (2012). Building the scaffold to improve health care quality in western new york. Health Affairs, 31(3), 636-41. Retrieved from https://search.proquest.com/docview/927126281?accountid=25704

Hoffman, Andrew J.; Bazerman, Max H. & Yafee, Steven L. , (1997), ‘Balancing Business Interests And Endangered Species Protection”, Sloan Management Review: Vol. 39 (1), Fall, P. 59-74.

Levine, B., Schweizer, T. A., O’Connor, C., Turner, G., Gillingham, S., Stuss, D. T., … Robertson, I. H. (2011). Rehabilitation of Executive Functioning in Patients with Frontal Lobe Brain Damage with Goal Management Training. Frontiers in Human Neuroscience, 5, 9. http://doi.org/10.3389/fnhum.2011.00009

Mowen, John C (2002), ” Perilaku Konsumen “ Jakarta: Erlangga

Mulyana, Budi. (2015). Kualitas Pelayanan Rumah Sakit Umum Daerah (Studi Tentang Kepuasan Pasien Rawat Inap Peserta Jamkesmas Pada Rumah Sakit Umum Daerah Kabupaten Indramayu) JURNAL ASPIRASI Vol. 5 No.2, Universitas Wiralodra, Indramayu

Parasuraman, A, V A Zeithaml And L L Berry, (1990), "Servqual: A Multi-Item Scale Measuring Consumer Perceptions Of Service Quality," Journal of Retailing, Vol 64, No. 1, pp. 12-37.

Pohan IS, 2003. Jaminan Mutu Pelayanan Kesehatan Dasar-Dasar Pengertian, Cetakan Pertma. Bekasi; Kesaint Blanc.

Undang-undang Republik Indonesia Nomor.36 Tahun 2009, Tentang Kesehatan

Wibowo. (2011). Manajemen Kinerja, edisi ketiga, Jakrta : PT. Raja Grafindo Persada.

Zeithaml, Valarie A. (1990), Delivering Quality Service: Balancing Customer Perceptions And Expectations, The Free Press, USA.

Zeithaml, Valarie A & Bitner, Mary Jo & Gremler, Dwayne D ,(2006), Services Marketing: Integrating Customer Focus Across The Firm , Edisi: 4, Jilid: New York: Mcgraw-Hil.

DOI: http://dx.doi.org/10.33019/ijbe.v2i2.84

Article Metrics

Abstract view : 252 times
Pdf - 198 times


  • There are currently no refbacks.

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.