Service Quality Analysis of Animal Health Centers in West Java Province with the SERVQUAL Method

Abstract

The Animal Health Center (Puskeswan) is one of the government-owned public services engaged in animal health services. Puskeswan has an important role in the National Animal Health System (Siskeswanas). Based on data from the Ministry of Agriculture, the number of Puskeswan in Indonesia is 1691. BPS 2021 population data, there is a significant development of livestock population in West Java Province of 1.34% per year, this is not offset by an increase in Puskeswan officers in the field and limited facilities and infrastructure causing problems in the services provided by Puskeswan. This study aims to analyze the quality of Puskeswan services in West Java Province using the ServQual method. This research method uses questionnaire and analysis of the Community Satisfaction Index (IKM), Science and the ServQual method. The dimensions used in the Servqual Method include tangible, empathy, responsibility, responsiveness, and assurance with 15 question attributes. From the results of this research, the scope of the Puskeswan work area is very wide, at least three sub-districts with the number of officers not proportional to the number of animal / livestock populations. This will affect the quality of Puskeswan services provided. The quality of Puskeswan services in West Java Province shows an indication of the Good category with an IKM value of 80.16 but a gap value (gap) of 0.21 means that apa that is expected to be important by respondents is still not perceived performance. Based on the analysis of Importance Performance Analysis (IPA), several attributes that fall into quadrant II that need to be maintained include the friendliness of officers in providing services (E1), the attention of officers in providing services (E2), the accuracy of handling officers in treating sick animals / livestock (Rel2), the reliability of officers in providing service information (Rail 3), a feeling of security when the respondent gets service (A2). In an effort to improve the quality of Puskeswan services, a managerial implication strategy is needed which can be divided into three long, medium-, and short-term stages depending on the urgency and ability of each Puskeswan. Keywords: Puskeswan, Siskeswanas, ServQual, Quality layanan, IKM, IPA.