Integrasi ServQual, Importance-Performance Analysis, Dan Refined Kano Model Dalam Penentuan Prioritas Perbaikan Layanan Di Puskesmas Dukun

Sufiyana, Sila Sufiyana (2026) Integrasi ServQual, Importance-Performance Analysis, Dan Refined Kano Model Dalam Penentuan Prioritas Perbaikan Layanan Di Puskesmas Dukun. Other thesis, Institut Teknologi Sepuluh Nopember.

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Abstract

Dalam melakukan perbaikan pelayanan, Puskesmas Dukun menentukan prioritas berdasarkan skor Indeks Kepuasan Masyarakat (IKM) terendah. Mekanisme ini dianggap memadai secara administratif sebagai bentuk pelaporan kinerja tetapi secara strategis masih lemah karena tidak mempertimbangkan ekspektasi dan kategori kebutuhan masyarakat. Hal tersebut diperkuat dengan ditemukannya 7 dari 9 unsur pelayanan Puskesmas Dukun menunjukkan nilai di bawah rata-rata keseluruhan unsur serta munculnya kritik yang berulang di unsur pelayanan yang sama. Oleh karena itu, pada penelitian ini dilakukan analisis menggunakan integrasi ServQual, Importance-Performance Analysis (IPA), dan Refined Kano Model untuk menentukan prioritas perbaikan layanan di Puskesmas Dukun. Penelitian ini menggunakan atribut layanan yang diturunkan dari dimensi ServQual. Pengumpulan data dilakukan menggunakan kuesioner kepada pasien yang dipilih melalui purposive sampling dan rumus Slovin. Data yang diperoleh akan diuji validitas dan reliabilitasnya kemudian dianalisis hasilnya menggunakan integrasi 3 metode. Berdasarkan hasil integrasi diperoleh prioritas perbaikan pada atribut profesionalitas petugas dalam melayani dengan ramah dan sopan (A12), kecekatan petugas dalam memberikan pelayanan (Re8), kecepatan petugas dalam merespons pasien yang mengalami kendala saat pelayanan (Re9), serta ketepatan waktu/jam pelayanan dengan jadwal yang telah ditetapkan (R6). Oleh karena itu, strategi perbaikan yang direkomendasikan adalah menegaskan kembali budaya 5S (Senyum, Sapa, Salam, Sopan, Santun) pada petugas, sosialisasi penggunaan registrasi online kepada pasien, mengevaluasi beban kerja petugas pendaftaran, melakukan integrasi data pendaftaran antar unit pelayanan, menetapkan aturan petugas yang mendapati kendala pasien wajib membantu mengarahkan solusi di tempat, dan menegakkan aturan disiplin jam pelayanan.
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In improving its services, the Dukun Community Health Center prioritizes based on the lowest Community Satisfaction Index (IKM) scores. This mechanism is considered adequate administratively as a form of performance reporting, but it remains strategically weak as it fails to accommodate the community’s expectations and psychological satisfactions. This is reinforced by the finding that 7 out of 9 service elements at the Dukun Community Health Center show values below the overall average. This issue is further compounded by the persistance of repeated complains regarding the same service elements. This study aims to determine service improvement priorities by integrating ServQual, Importance-Performance Analysis (IPA), and Refined Kano Model methods. The reseacrh uses service attributes derived from ServQual dimentions. Data was collected by questionnaires from patiens that selected through purposive sampling using Slovins’s formula. The data were tested for validity and reliability, and the result were analyzed using integration of methods. Based on the integration result, the priorities for improvement were identified as professionalism of staff in providing friendly dan courteous service (A12), agility of staff in providing services (Re8), promptness of staff in responding to patients experiencing difficulties during service (Re9), and punctuality of service hours in accordance with the scheduled times (R6). Therefore, the recommended improvement strategies are to reinforce 5S culture (Senyum, Sapa, Salam, Sopan, Santun) among staff, promote the use of online registration system, evaluate the front-desk staff workload, integrate registration data across service units, establish a mandatory regulation that requiring staff who encounter patient difficulties to provide direct assistance and on the spot solutions, and enforce on-time service provision.

Item Type:	Thesis (Other)
Uncontrolled Keywords:	Kualitas Layanan, Puskesmas, ServQual, Importance-Performance Analysis, Refined Kano Model, Service Quality, Community Health Center, ServQual, Importance-Performance Analysis, Refined Kano Model
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD9980.5 Service industries--Quality control.
Divisions:	Faculty of Industrial Technology > Industrial Engineering > 26201-(S1) Undergraduate Thesis
Depositing User:	Sila Sufiyana
Date Deposited:	31 Jul 2026 07:29
Last Modified:	31 Jul 2026 07:29
URI:	http://repository.its.ac.id/id/eprint/140773

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