ANALISIS PELAYANAN PUBLIK DI RSUD ODSK PROVINSI SULAWESI UTARA
Keywords:
Kualitas Pelayanan, SERVQUAL, Kepuasan Pasien, RSUD ODSKAbstract
Penelitian ini menganalisis kualitas pelayanan publik di RSUD ODSK Provinsi Sulawesi Utara menggunakan pendekatan SERVQUAL, yang mengukur perbedaan antara harapan dan persepsi pasien terhadap layanan berdasarkan lima dimensi: tangibles, reliability, responsiveness, assurance, dan empathy. Dengan pendekatan kuantitatif melalui kuesioner, penelitian ini mengidentifikasi kesenjangan signifikan pada fasilitas fisik, keandalan pelayanan, dan komunikasi antara tenaga medis dan pasien. Faktor-faktor determinan yang memengaruhi kualitas pelayanan meliputi keterbatasan sumber daya manusia, fasilitas yang tidak memadai, serta pengelolaan administrasi yang kurang efisien. Hasil analisis gap menunjukkan perlunya peningkatan fasilitas, pelatihan tenaga medis, dan perbaikan sistem manajerial serta komunikasi. Rekomendasi ini diharapkan dapat meningkatkan kepuasan pasien dan kualitas pelayanan kesehatan di RSUD ODSK, sekaligus memberikan kontribusi dalam pengelolaan layanan kesehatan di Provinsi Sulawesi Utara.
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