Track: Service Systems and Service Management

Abstract

Health services is a process or intangible activity that occurs with exist and interaction between customers and providers of service or source power physique another sector. Quality service health can be measured based on the Service Quality (Servqual) model with compare performance service through attribute relevant services, according to 5 dimensions of quality service namely tangible, reliability, responsiveness, assurance, and empathy. The research aims to investigate quality services and determine priority attributes of Individual Health Efforts (IHE) at all Public Health Centers (PHC) at Sarolangun Regency in 2019. The concept of Servqual dimensions is used to determine the quality of services and Importance-Performance Analysis (IPA) is to determine priority attributes of IHE. The total sample based on the formula Sugiyono is as many as 576 people. The result showed that the service quality of  IHE was considered good, except for the tangible dimension where 46.98% of respondents measure was not good. IPA analysis shows that all Servqual dimensions are priority attributes to improve the quality of IHE at PHC in Sarolangun Regency, especially the tangible dimensions that emphasize the cleanliness of public facilities and the availability of medical devices and information services. However, the existence of other Servqual dimensions as priority attributes means that infrastructure development is not enough without strengthening quality from the human resources in public health services, and this is proven in this study. It is important for the Sarolangun Regency government to prioritize the development facilities. It is important for the Sarolangun Regency government to consider that infrastructure development must be accompanied by human development.