Kualitas Pelayanan Pos Kesehatan Desa (Poskesdes) Desa Kendalpecabean

Eka Puspita Maharani; Ilmi Usrotin Choiriyah

doi:10.55681/sentri.v5i9.7160

Authors

Eka Puspita Maharani Universitas Muhammadiyah Sidoarjo
Ilmi Usrotin Choiriyah Universitas Muhammadiyah Sidoarjo

DOI:

https://doi.org/10.55681/sentri.v5i9.7160

Keywords:

Service Quality, Village Health Post (Poskesdes), Health Services, SERVQUAL, Public Services

Abstract

Health service quality is essential for improving community health, especially at village healthcare facilities. This study analyzed the service quality of Kendalpecabean Village Health Post (Poskesdes), Candi District, Sidoarjo Regency, using the SERVQUAL dimensions. A descriptive qualitative case study was conducted through observation, in-depth interviews, and documentation involving the village treasurer, village midwife, health cadres, and service users selected purposively. Data were analyzed through reduction, presentation, and conclusion drawing. The findings show that the tangible, responsiveness, assurance, and empathy dimensions have been implemented well, supported by adequate facilities, competent personnel, clear service schedules, positive Community Satisfaction Survey (SKM) results, and friendly services. However, the reliability dimension remains suboptimal due to the absence of a Village Decree and Standard Operating Procedures (SOPs). Strengthening governance, improving facilities, adding health personnel, and extending service hours are recommended to improve service quality.

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