Analisis kualitas pelayanan berdasarkan persepsi pasien pada puskesmas Namlea kabupaten Buru Provinsi Maluku

Formulation of the problem in this study were 1) Are the dimensions of reliability
associated with the perception, 2) Are the dimensions of responsiveness related to
patients' perceptions, 3) Is security dimensions associated with perceptions of patients, 4)
Does empathy dimensions associated with perceptions of patients, 5) What are the
dimensions of evidence directly related to the perception of patients, 6) whether the
dominant dimension of services related to patients' perceptions.
The purpose of this study was to measure the difference between the perceived
expectations with reality, resulting in a gap (gap) and know the dimensions of service
quality are the most important to the patient so that it can be made strategies to address
these gaps. This type of research is a research study through a cross sectional survey
method, with quantitative data analysis. To conduct research quality measurement based
on customer perception of service centers, the authors take the object of the study in
patients. The study sample consisted of 77 respondents were selected using a random
sampling method proportional research.
The results showed that the dimensions of reliability, responsiveness, assurance,
empathy, and evidence directly related to the perception of patients, as well as the
dominant dimension of reliability associated with the perception of patients at the health
center Caile Kabupaten Bulukumba.
Keywords: Quality of Service, reliability, responsiveness, assurance, empathy, direct
evidence, perception