KUALITAS PELAYANAN KESEHATAN DI UNIT PELAKSANA TEKNIS PUSKESMAS GALANG KECAMATAN GALANG KABUPATEN TOLITOLI

SARINA AISYAH B 101 19 143, “Quality of health services at UPT Galang
Health Center, Galang District, Tolitoli Regency” Guided by Nuraisyah dan
Muhammad Rapi.
The purpose of this study was to find out how the quality of health services
at UPT Galang Health Center, Galang District, Tolitoli Regency. The basis of the
research used in this study is the research field research (field research) which is
where the object or problem under study is then analyzed thoroughly. This type of
research is qualitative research which is a study used to investigate, describe, and
ezplain a phenomenon or problem. To find out the quality of health services in the
Galang Health Center according to Zeithalm-Parasuraman-Berry there are five
indicatirs used, namely Tangibles(direct evidence), Reliability (ability or
reliability), Responsiveness (responsiveness), Assurance (assurance), and
Empathy (empathy/caring) this study uses qualitative methods with data analysis,
namely drawing conclusions from several informants. The informants in this study
amounted to 6 people wuth accidental techniques, namely the tecnique of
determining samples based on coincidence, that consumers who
accidentally/incidentally met with researchers could be used as sampels, if viewed
by the person who happened to be found suitable as a data source.
The results of this study indicate that health services at UPT Puskesmas
Galang, Galang District, Tolitoli Redency, seen from several aspects, are still not
good, namely the responsiveness aspect, because there are still delays in service
at the registration counter. But seesn from the aspects of Tangibles (direct
avidence), Reliability (reliability), Assurance (assurance), and Empathy
(empathy) are considered good.
Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy