Dimensions Of Assurance Research Articles

Analysis of Service Quality Improvement Using Service Quality (SERVQUAL) and Importance Performance Analysis (IPA) Methods (Case Study at PDAM Banggai Regency)

PDAM Kab.Banggai is a service company that has the aim of meeting the needs in the field of clean water must provide the best service. The purpose of this research is to analyze service quality based on customer satisfaction and find out the factors that affect service quality to get a solution to the causes of problems based on service quality. This research will use the servqual method to measure service quality with the level of perceptions and expectations of consumers in the services provided by service providers. Furthermore, the Importance Performance Analysis (IPA) method is used in measuring the level of importance and performance so that the company can find out the attributes that need to be improved and maintained in service based on a Cartesian diagram and will produce a basis for customer satisfaction. After that, the Fishbone Diagram is used to analyze the consequences by finding and describing the factors that cause the existing problems. Then given the proposed improvements and submitted PDAM to be followed up by PDAM Kab.Banggai. The results of the Service Quality analysis of the quality of service of PDAM Kab. Banggai obtained a negative Gap in the Reliability dimension at attribute B5 (-1.200), in the Responsiveness dimension obtained a negative Gap at attribute C1 (-1.140), at attribute C2 with a negative Gap (- 1.120) and in the Assurance dimension with a negative Gap (-0.560). The results of the analysis using Importance Performance Analysis obtained 4 attributes that are among the top priorities for improvement, namely the attributes contained in quadrant I. The four attributes that are the top priorities for improvement are the ease with which customers can submit complaints online to the PDAM, employees are responsive when answering complaints from customers through online media such as whatsapp, officers contact customers when they cannot fulfill the specified repair promise and the use of PDAM services Kab. Banggai is guaranteed to be safe when making payment transactions. The proposed improvements given to PDAM Kab. Banggai are Attribute D2, namely conducting a re- check before making payment bills to customers, collaborating with third parties such as banks and outlets (indomaret, alfamidi, etc.) and making payment applications directly linked to PDAM accounts so that there is no manipulation during the payment process. Attribute C2 is instilling a sense of responsibility in officers and openness to customers to contact customers as soon as possible if something happens or cannot fulfill the specified repair promise, the need to make SOPs so that they have standard provisions for contacting customers if they cannot fulfill repair promises and provide facilities to contact customers. Attribute C1, namely recruiting Customer Service and implementing a 24-hour work shift system to be available if there are complaints via messages or calls, implementing online complaint services for 24 hours to be responsive to answering customer complaints and providing social media accounts that are always updated to provide information about PDAM and responsive when there are complaints from customers online. Attribute B5, namely implementing a work shift system for officers who are available when there are complaints via messages or calls, implementing online complaint services through social media and providing media for customers to submit complaints online such as providing PDAM contact numbers that are always active 24 hours. For further research, it is hoped that it will be able to research to implement the proposed improvements provided and analyze the quality of service after implementing the proposed improvements provided by the author so that the effectiveness of the services that have been implemented can be known.

Analysis of Bus Public Transportation Passenger Satisfaction Level Route Manado - Tondano, North Sulawesi

Transportation has a strategic role in supporting economic development, especially in meeting the needs of transportation services for people and goods. This research aims to analyze the level of satisfaction of bus public transport passengers on the Manado - Tondano route, North Sulawesi. The methods used in this study are Importance and Performance Analysis (IPA) and Service Quality (SERVQUAL), which assess passenger perceptions and expectations of bus service quality. Data were obtained through a questionnaire survey covering five dimensions of service quality, namely Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The results showed that the majority of respondents were female under the age of 20, with dominant occupations as students or college students, and income below Rp1,500,000. Based on the gap analysis between performance and expectations, it was found that all service attributes have negative values, with an average gap of -1.38, which indicates that bus services are still below passenger expectations. This research provides important implications for transportation service providers to improve service quality to meet passenger expectations.

Effectiveness of Trans Jateng Bus Rapid Transit (BRT) services for customers with disabilities in Surakarta city

BRT Trans Jateng is a government mode of transportation that cannot be separated from the principle of good and quality public services for customers with disabilities. The aim of this research is to measure the effectiveness of Trans Jateng BRT services for customers with disabilities, especially in the city of Surakarta. The design of this research is to use the Fuzzy SERVQUAL method to measure the level of satisfaction of disabled customers with BRT Trans Jateng services. The sampling technique used was purposive sampling using 30 samples of disabled customers in the city of Surakarta. Here it can be seen that all of the five dimensions measured require improvement. Improvements are carried out based on the priority of the largest gap value. From the results of data processing, the first rank is the tangible dimension with a gap value of -2.0167, then the second rank is the empathy dimension with a gap value of -1.9583, the third rank is the responsiveness dimension with a gap value of -1.95, in the fourth rank is the assurance dimension with a gap value of -1.92, and the fifth rank of the reliability dimension with a gap value of -1.89

LINEARITY OF SERVICE QUALITY AND PUBLIC SATISFACTION IN GOVERNMENT HOSPITALS

This study aims to analyze the relationship between service quality and community satisfaction in the outpatient installation of Kuningan Hospital. The research was carried out in May 2024 using a narrative descriptive method. Data collection was conducted using interviews, observations, and documentation. The results of the research show that there is a significant difference in perceptions related to the quality of health services. The quality of administrative services was considered very satisfactory by most of the informants. The tangible dimension of the installation was considered satisfactory. In the responsiveness dimension, it was found that officers showed a high level of professionalism and responsiveness in providing the needed help and information. The assurance dimension showed that informants appreciated accurate information and professionalism of officers. The findings of the study could inform strategies to enhance service delivery and meet the public's expectations more effectively.

Assessment of Healthcare Service Quality and Patient Satisfaction Using the SERVQUAL Questionnaire in Khuzestan Province During 2022 - 2023

Background: Hospital service quality is the primary predictor of a hospital's success, and any decrease in patient satisfaction is a cause for concern for the organization. Objectives: This study aimed to evaluate the service quality of Golestan Hospital in Ahvaz, Iran, based on patient satisfaction measured using the SERVQUAL questionnaire. Methods: This cross-sectional study was conducted in 2022 - 2023. Patients over 18 years old who visited the emergency department at Golestan Hospital were evaluated, with the exception of those with mental or multiple chronic disorders. Data collection tools included demographic and SERVQUAL Questionnaires. The data were analyzed using SPSS software, with a significance level set at less than 0.05. Results: A total of 200 subjects participated in the study, comprising 124 females (62%) and 76 males (38%). The results of the SERVQUAL Questionnaire indicated that the highest score was in the tangibility dimension (4.35), while the lowest score was in the assurance dimension (1.38). Negative gaps between perception and expectation were observed in the responsiveness (-0.99) and empathy (-1.22) dimensions. The mean total scores for expectation and perception were 99.55 ± 5.06 and 92.85 ± 5.5, respectively, with the highest scores observed for reliability. No significant association was found between expectation and perception (P-value > 0.05). However, the reliability of the gap and expectation in males was significantly higher (P-value < 0.05). A direct correlation was found between age and tangibility, Assurance, and total score of gaps (P-value < 0.05). Conversely, a reverse correlation was observed between age and tangibility and the total score in perception (P-value < 0.05). Post-hoc analysis revealed that the Assurance and total score of gaps and expectations were significantly higher in married patients compared to single patients (P-value < 0.05). Conclusions: This study revealed a negative gap between patients' expectations and perceptions, highlighting the need for adjustments and improvements in hospital service quality by addressing all five dimensions of service quality.

Analysis of the Quality of Student Administration Services at SMK PGRI Enrekang

Student administration plays an important role in the implementation of school activities to run effectively and efficiently. This study aims to determine the quality of student administration services at SMK PGRI Enrekang. This study is a qualitative descriptive study. The informants in this study were the Head of Administration, Teachers, and Students. Data collection techniques through observation, interview, and documentation methods. Data analysis techniques use data collection techniques, condensation, data presentation, and drawing conclusions. The results of the study indicate that the quality of student administration services at SMK PGRI Enrekang is in the "quality" category, which can be seen in each dimension, namely: Tangible is quite good, seen from the appearance of the administrative staff who are neat and polite according to school regulations, the administration room is equipped with facilities such as photocopiers, printers, computers, and air conditioning. However, it is still constrained by the narrow condition of the administration room. The Reability dimension is reliable, seen from the accuracy of the administrative staff in providing services and the ability of employees to use assistive devices. The Responsiviness dimension is responsive, seen from the speed and accuracy of the administrative staff in serving students. The Assurance dimension is good, seen from the administrative staff providing certainty of time in the service process. The Empathy dimension is good, seen from the attitude of the administrative staff who are friendly, polite, and do not discriminate against students in providing services.

ANALISIS KUALITAS PELAYANAN SISTEM X-RAY PADA PT PELINDO CABANG BENOA

This study aims to assess the service quality of the X-ray system at Benoa Port and provide recommendations for improving service quality at Benoa Port. The analysis methods used are the Service Quality (Servqual) method to identify gaps between the perceptions and expectations of passengers regarding service quality at Benoa Port and the Importance Performance Analysis (IPA) method to determine service improvement priorities. The sample of this study consisted of 96 cruise passengers in 2024. The result of the research using the servqual method indicate that there are gaps in all dimensions. The highest gap is in the tangible dimension with -0,49 and the lowest gap is in the assurance dimension with a gap of -0,24. Overall the average perception score is 3,80 and the average expectation score is 4,19, resulting in a gap of -0,39 and an average Q score of 0,91 indicating that the service quality provided almost meets the passengers expectations but is not yet perfect. The analysis result using Importance Performance Analysis (IPA) methode show a conformity rate (TKi) between importance and performance of 93,65%, indicating that the quality of the X-ray service system at Benoa Port meets the passengers expectations but still requires improvements. Based on the Cartesian Diagram, there are 5 attributes located in quadrant I, which means that improvements are necessary, consisting of the dimensions of tangibles, responsiveness, and empathy

ANALISIS EFEKTIVITAS KUALITAS LAYANAN PADA BISNIS KONSULTAN (STUDI KASUS PT KELOLA AMANAH ARTHA)

Success is no longer solely determined by the product produced and offered, but by the quality of service provided. High-quality service has become a fundamental aspect that businesses must consider and deliver to customers meet expectations and create satisfaction. Therefor, Service quality is crucial because it directly impacts customer satisfaction, which can be readily shared. Satisfied customers will provide positive reviews and promote company by recommending its services to others. Researcher using qualitative descriptive method, collecting data through interviews to assess how effective the service quality provided by PT Kelola Amanah Artha is for its customers. Based on the results of the analysis, it can be concluded that only the assurance dimension can be said to need improvement because this dimension is dominated by customer responses which feel inadequate.

Analysis of Visitor Satisfaction at the Samudera Pasai Islamic Museum Tourist Attraction Using the Servqual Method

Visitor satisfaction greatly influences the development of the tourism industry, the development of the tourism industry in a region will give birth to other supporting businesses. The Samudera Pasai Islamic Museum is one of the cultural-based tourist attractions that displays tourist attractions in the form of fine art, historical relics and customs. The Samudera Pasai Islamic Museum is located in North Aceh Regency, Aceh Province. In 2023, the average number of museum visitors was 1,050 people and there was a significant decrease in visitors in September 2023. The purpose of this study was to determine visitor satisfaction with the quality of service provided by the management of the Samudera Pasai Islamic Museum. The method used in this study is the Service Quality (Servqual) method. Servqual is a method used to identify the level or quality of visitor satisfaction with the services provided by a service industry through five dimensions, namely tangibles (physical evidence), responsiveness, reliability, empathy and assurance by analyzing the gap between the value of perception and the value of visitor expectations. The results of the study showed that in the tangibles dimension, the gap value was obtained at -0.50, the responsiveness dimension obtained a gap value of -0.43, the reliability dimension obtained a gap value of -0.32, the assurance dimension obtained a gap value of -0.26 and the empathy dimension obtained a gap value of -0.34. These results indicate that the satisfaction of visitors to the Samudera Pasai Museum has not been achieved, so service improvements are needed

Analysis of the Importance Performance Method on the Quality of Outpatient Pharmacy Services at Guntur Hospital, Garut, West Java - Indonesia

Guntur Hospital is a hospital that provides health services and also provides pharmaceutical services. According to Minister of Health Regulation Number 72 of 2016 concerning functions and duties, hospitals must be able to provide quality services. This study aims to determine the level of patient satisfaction with the pharmaceutical services of Guntur Hospital using the five main dimensions of SERVQUAL. Then it is analyzed using importance performance analysis (IPA) to find out items that need to be prioritized for improvement by making a Cartesian diagram and providing recommendations for improving service quality. This research was conducted for 3 months by conducting interviews, observations and questionnaires on outpatients at Guntur Hospital. The research method uses quantitative research with a descriptive approach. Researchers used data collection techniques by observation, interviews, distributing questionnaires and documentation. From the results and discussion, it can be concluded that: The level of customer satisfaction with the quality of services provided at the Guntur Hospital outpatient pharmacy installation, in the dimensions of tangibles, reliability, assurance and empathy, patients stated that they were satisfied with the quality of services provided. Meanwhile, in responsiveness, patients stated that they were not satisfied with the quality of services provided. Then the gap in the quality of pharmaceutical services shows a negative gap value, which means that the expectations of patients in the outpatient pharmacy installation as a whole do not match the patient's perception.

Analysis of Service Satisfaction Level at Batam Center International Port in Batam City Using the Fuzzy Mamdani Method

A port is defined as a facility and system where a port is a work environment consisting of a land and water area equipped with berthing and mooring facilities for ships, a place for loading and unloading, and boarding and disembarking passengers from one mode of sea transportation to another mode of transportation. In carrying out activities at the port, apart from providing sufficient facilities and equipment, quality services cannot be neglected. This research aims to analyze and determine how much influence the level of service provided has on the satisfaction response of ship passengers at the Batam Center International Port, Batam City. To carry out this research, the study used a literature review, observation, and distribution of questionnaires using a Likert scale and the Fuzzy Mamdani method. However, several challenges were encountered during the study. First, there was a difficulty in obtaining a representative sample of passengers due to the variability in passenger traffic and schedules. Second, the subjective nature of satisfaction measurement posed challenges in ensuring the accuracy and consistency of responses. Third, integrating the qualitative data from the Likert scale with the quantitative Fuzzy Mamdani method required careful handling to avoid misinterpretation The expected results from this research are the levels of satisfaction ship passengers feel regarding the dimensions of tangibles, reliability, responsiveness, assurance, and empathy. This will help determine whether passengers perceive themselves as satisfied or dissatisfied. Based on the analysis and discussion carried out with 50 respondents using the Likert scale method, the respondents stated that they were quite satisfied. This indicates that the Batam Center International Port, Batam City, is quite successful in providing satisfactory services to passengers. From the dimensions of reliability, responsiveness, assurance, empathy, and tangibles, overall consumers feel quite satisfied, with an average satisfaction percentage of 71% (35.5 out of 50 respondents). Similarly, the results obtained from the Fuzzy Logic Mamdani method show an output value for consumer satisfaction of 150 (within a range of 50–250), indicating that the level of consumer satisfaction with the services provided by the Batam Center International Port, Batam City, is quite satisfactory

Gambaran Tingkat Kepuasan Poli Umum terhadap Pelayanan Laboratorium Puskesmas Naibonat Tahun 2024

One indicator of quality at a community health center is patient satisfaction. The level of patient satisfaction with community health center services can also be seen in the laboratory service unit. The most widely used service quality measures are five dimensions of quality, namely tangibles, reliability, alertness, assurance and attention. The aim of this research is to determine the level of satisfaction of general poly patients with laboratory services at the Naibonat Community Health Center by assessing five dimensions of quality using the Importance Performance Analysis (IPA) satisfaction level analysis technique. This type of research is quantitative research with a descriptive survey research design. The population is all general poly patients who have had an examination at the Naibonat Health Center laboratory. The sample size using the Lemeshow formula was 92 respondents with a sampling technique using the accidental sampling method. The results of the satisfaction assessment for each quality dimension are based on the level of conformity, namely tangible 93.82% (very satisfied), reliability 93.02% (very satisfied), responsiveness 95.44% (very satisfied), assurance 94.61% (very satisfied) and empathy 95.69% (very satisfied). Based on the Cartesian Importance Performance Analysis (IPA) diagram, community health centers are expected to maintain the dimensions of tangible quality, alertness and attention and improve quality on several attributes in the quality dimensions of reliability and quality assurance dimensions.

A Consumer Trust Assessment Model for Online Shopping Based on Fuzzy Fusion Decision-Making

With the rapid development of e-commerce, online shopping has become an indispensable part of people's daily lives. However, consumers often face trust issues during online shopping, such as product quality and seller integrity, which directly impact their shopping experience and purchasing decisions. Therefore, accurately assessing consumer trust has become a crucial task. This study first constructs a consumer trust assessment system, analyzing and selecting key factors related to consumer trust, and establishes a model for assessing consumer trust for online shopping. Subsequently, we propose an assessment method based on text mining and deep learning sentiment analysis techniques to extract consumer sentiment information from specified consumer reviews. Furthermore, through fuzzy decision-making fusion strategy, we integrate sentiment information from the dimensions of quality assurance, reliability, and responsiveness to enhance the accuracy of the assessment.

Evaluasi Kepuasan Pelayanan Informasi Obat (PIO) Pada Pasien Rawat Jalan BPJS Dan Non-BPJS Di Instalasi Farmasi RSUD Dr. Moewardi

The Drug Information Service is an activity conducted by pharmacists to provide patients with information about medications, including dosage, dosage form, administration route, safety of use, side effects, and drug interactions. This service is crucial for patients, particularly those lacking detailed information about their prescribed medications. This study aimed to assess the level of satisfaction with drug information services among outpatient patients with BPJS and non-BPJS insurance at the Pharmacy Department of Dr. Moewardi Regional Public Hospital. The research adopted a quantitative approach with a cross-sectional design. Data collection was conducted using a questionnaire with 100 respondents. The findings of the study indicated that across 5 dimensions of satisfaction, the distribution of respondent answers regarding satisfaction with drug information services at the Outpatient Pharmacy of Dr. Moewardi Regional Public Hospital showed the following: reliability dimension 67.85% in the category of fairly satisfied, responsiveness dimension 63.20% in the category of fairly satisfied, assurance dimension 66.33% in the category of fairly satisfied, empathy dimension 68.52% in the category of fairly satisfied, and tangibles dimension 63.7% in the category of fairly satisfied. BPJS prescription type received a satisfaction percentage of 66.20%, while non-BPJS received 64.74%. In conclusion, the overall satisfaction level with drug information services at the Outpatient Pharmacy of Dr. Moewardi Regional Public Hospital could be categorized as fairly satisfied.

The Influence of Service Quality on Consumer Satisfaction of Natural Preprocessed Products

The aim of this research is to find out whether the dimensions of tangible, reliability, responsiveness, assurance, and empathy have an effect on consumer satisfaction, with a specific focus on tofu as a green product. This type of research is a quantitative research approach. Data collection in this research used questionnaire, interview, observation, and documentation methods. Based on the results of the demonstration experiment, it is said that service quality influences consumer satisfaction. The analysis carried out by the author above shows that rcount > rtable. A significant figure of 5% (0.278) indicates that the reliability test results show that each element of the statement/indicator variable for service quality and customer satisfaction is correlated with the overall score and the data collected is valid, meaning it has been declared ready for analysis. The reliability coefficient value is 0.804 which indicates that Cronbach alpha (a) is higher than 0.6. This shows that the survey is trustworthy and reliable. Based on the author's findings regarding service quality and customer satisfaction at the Barokah Tofu Factory, it can be concluded that service quality has a positive and significant effect on customer satisfaction at the Barokah Tofu Factory in Mancilan Village, Mojoagung District, Jombang Regency. This can be seen from the results of the t-test where tcount > ttable (182.03 > 167.722).

QUALITY OF POPULATION ADMINISTRATION SERVICES AT THE OFFICE OF THE DEPARTMENT OF POPULATION AND CIVIL REGISTRATION IN THE CITY OF GORONTALO

<em>This study aims to determine the Quality of Population Administration Services at the Office of the Population and Civil Registration Office in Gorontalo City. The research method used is qualitative research. Data collection techniques used are observation techniques, interviews, and documentation. The results of this study indicate tangible, reliability, responsiveness, assurance, and empathy. (1) the implementation of service quality related to the tangible dimension (physical evidence) has not fulfilled adequate service facilities in the Gorontalo city population and civil registration office such as narrow waiting rooms, limited seats, and lack of air conditioning. (2) The dimension of employee reliability in dealing with community problems, it can be seen that there are still complaints from the public about the service process and population administration. (3) the dimension of responsiveness of employees has shown responsiveness in helping the community when experiencing difficulties (4) the dimension of assurance (guarantee), being on time for community services, it can be seen that there are still public complaints. (5) the dimension of empathy (empathy), has been running quite well because the employees have technical guidance that is carried out in carrying out services every year. Based on this analysis, researchers can conclude that the quality of population administration services at the Gorontalo City Population and Civil Registration Office is quite good. Based on this, the researchers hope that in the future the facilities and infrastructure can be improved and even better, as well as for employees to further improve the quality of work.</em>

KUALITAS PELAYANAN KESEHATAN PADA PENYINTAS THALASEMIA DI KOTA SUKABUMI

This study aims to determine the quality of health services for Thalassemia survivors in Sukabumi City. This study uses a qualitative research method with a narrative approach. The results of this study indicate that the Quality of Health Services for Thalassemia Survivors in Sukabumi City, especially at Rs. Bhayangkara Setukpa Sukabumi already has the following improvements: 1) Already has a special room for Thalassemia Survivors; 2) The chelation medicine already has various types of iron syrup, tablets, and brewed chelation medicine; 3) Have a special Thalassemia officer. As for when viewed based on the assessment of the dimensions of Reliability (Reliability), Responsiviness (Response/responsiveness), and Empathy (Empathy) health services provided by the apparatus/officers for Thalassemia Survivors are of high quality, but the dimensions of Tangibles (Intangible) and Assurance (Guarantee) are not qualified. or still not optimal, because the quality of health services provided is still not in accordance with the medical standards as outlined in the Regulation of the Minister of Health of the Republic of Indonesia Number 1109/MENKES/PER/VI/2011 concerning Technical Instructions for Guaranteed Thalassemia Treatment Services, especially in facilities and infrastructure. . The Sukabumi City Health Office provides a policy regarding the Health Services for Thalassemia Survivors in Sukabumi City, namely Thalassemia survivors participating in the National Health Insurance for the Healthy Indonesia Card (JKN KIS) do not need to go to the First Level Health Facility (FKTP) again to get referrals, and Thalassemia Sukabumi City has a halfway house as form of local government attention.

Survey of Academic Service Quality in Primary Schools

Quality academic services provide a conducive and supportive learning environment for all education customers at every level of education, and primary schools are no exception. However, the facts in the field show that there are still complaints from teachers, students, and parents regarding academic services in elementary schools. This study aims to analyze the level of academic service quality in elementary schools in Sumedang Regency, focusing on the five main dimensions of reliability, responsiveness, assurance, empathy, and tangibles. This research is a quantitative study using a survey method involving 50 elementary school teachers. The results showed that the quality of academic services in elementary schools in Sumedang Regency fulfills five dimensions with an average of high quality and has been able to meet the expectations and needs of teachers, resulting in satisfaction and good perceptions in the implementation of effective and efficient academic services even though the dimensions of reliability, empathy, and tangibles still need improvement. This research is expected to contribute to schools’ supporting decision-making and determining solutions in more specific areas to realize quality academic services.

HUBUNGAN KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PESERTA BPJS KESEHATAN DI WILAYAH KERJA PUSKESMAS SUNGAILIAT TAHUN 2023

Introduction: one of the way of developing the healthcare service quality is to give the satisfaction to the patient, which important to do for increasing the function of healthcare service quality to societies by measuring the service quality. Public Health Center (Puskesmas) in Sungailiat has achieving the highest amount. Most of the societies are registered as participants of Healthcare and Social Security Agency (BPJS) which indicates the intensities of visitors of Healthcare and Social Security Agency (BPJS) patients were higher. These variables are related to the service quality such as: tangibles, reliability, responsiveness, empathy, and assurance. The early-results, shows that the the relevant-variables that related to the problem in Sungailiat Public Health Center (Puskesmas) such as: comfortability, human-interaction, and punctuality. Methodology: This research is designed by applying the analytic survey methodology, cross sectional study approach, and Accidental Sampling. There are 110 of Healthcare and Social Security Agency (BPJS) patient samples who taking the treatment in Sungailiat Public Health Center (Puskesmas) area by doing the interview according to the questionnaire. Data are analyzed by using both univariate and bivariate analysis by chi square examination. Results: There were a meaningful-relationship between healthcare service quality in the dimensions of Tangibles, Reliability, Responsiveness, Empathy, and Assurance through Healthcare and Social Security Agency (BPJS) patient satisfaction. Conclusion: Sungailiat Public Health Center (Puskesmas) needs to provide the health brochures and suppliance such as drinking water, also the doctors still need to aware to their punctuality, hospitality, and not to differentiate between Healthcare and Social Security Agency (BPJS) patient and general patience.

KUALITAS PELAYANAN PUBLIC SAFETY CENTER PADA PUSAT PELAYANAN KESELAMATAN TERPADU DINAS KESEHATAN PROVINSI SULAWESI TENGAH

This research purpose is to analyze the “ Serving Quality of public Safety Center At Integrated Healthy Service, Healthy Dines Central Sulawesi Province. The writer use the service quality theory which stated by Zeithaml-Paraurman-Berry (1990).He stated that there are five (5) dimension to measure the service quality,they are tangables, reliability,responsiveness,assurance and empathy. The quality research in its method which brought out a descriptive data through an interview to a respondent. The research located in UPT. Of Public Safety Center At Integrated Healthy Service, Healthy Dines Central Sulawesi Province and also at user of PSC 119 house. There are 4 informants who gives the service and 3 informants who has its service, so there are 7 people totally. Interview,observation and documentation are used for its data collection. Then, The results of the research show that the quality of Public Safety Center services at the Integrated Safety Service Center of the Central Sulawesi Provincial Health Service from the tangible dimension is not good where the facilities and infrastructure supporting PSC 119 in providing services are not adequate, the responsiveness dimension is also not good where there are still service users who say that the officers slow in responding to service users, while the dimensions of Reliability, Assurance and Empathy are good