Marpaung, Julieta Maharani Dwiputri Marpaung and Hanani, Retna (2026) ANALYSIS OF SERVICE QUALITY AT CEMPAKA PUTIH COMMUNITY HEALTH CENTER, CENTRAL JAKARTA. Undergraduate thesis, Fakultas Ilmu Sosial dan Ilmu Politik Universitas Diponegoro.

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Abstract

Health services are an important form of public service in improving the welfare of the
community. Community health centers (Puskesmas) as primary health facilities are expected
to be able to provide quality services to the community. This study aims to analyze the quality
of services at the Cempaka Putih Community Health Center, Central Jakarta, based on the
perceptions of the community. This study uses a quantitative approach with a survey method
by distributing questionnaires to 88 respondents who are users of Puskesmas services. Service
quality is measured using the five dimensions of SERVQUAL, namely tangibles, reliability,
responsiveness, assurance, and empathy with the SERVPERF approach. The results show that
the dimensions of assurance and empathy have a positive and significant effect on service
quality. Meanwhile, the dimensions of tangibles, reliability, and responsiveness did not show
a significant effect. This indicates that the competence of health workers, a sense of security,
and the attention of staff are important factors in improving service quality at the Puskesmas.
Keywords: Service quality, SERVQUAL, SERVPERF, Community Health Center
153 Administrasi Publik 2026

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