To achieve competitive advantage, an organization has to measure and improve the quality of its services continuously, leading to customer satisfaction. This also applies to non profit organizations, such as puskesmas, a government owned clinic located in sub-districts. This paper aims to determine the dimensions that can be used to assess the quality of puskemas’ services, so that leveraging factors in order to improve the quality of its services can be identified. The data are collected through surveys, which were conducted at six puskesmases in Tangerang to 200 patients. The SERVQUAL instrument with a five factor structure is used to assess the quality of the service. Data were analyzed not only by descriptive analysis but also by multivariate regression analysis with Structural Equation Modeling (SEM). The results showed that the two dimensions of SERVQUAL had a significant influence on the quality of service in puskesmas, namely ‘tangibility’ and ‘assurance’. Although SERVQUAL is able to capture important elements in assesing service quality, it has limitations in the validity of inference. However, this study is still able to provide input for management of puskesmas.

 Keywords

Puskesmas, service quality, healthcare, public, Tangerang