Persepsi Kualitas dan Citra Pelayanan Puskesmas (Pusat Kesehatan Masyarakat) di Kota Semarang

Describe the feeling perception evaluation will have an impact on behavior. Similarly, the image will build trust. Quality of PHC services is essential to meet the needs of health services for people who can meet the expectations of customer satisfaction (customer satisfaction). Satisfactory quality of service that will create a loyal customer (customer loyalty). Perceptions of service quality Community Health Center (Puskesmas) can be viewed from 5 (five) dimensions et.all Parasuraman (1988), namely: tangible, reliability, responsibility, assurance and empathy. The population in this study is the city of Semarang who never went to the health center. As for the number of informants who were involved in this study were 60 people, who never went to the health center in 8 (eight) Community Health Center in the city of Semarang in this case the researchers chose a non-status people Jamkeskin. This study uses qualitative analysis in order to obtain the actual description of the quality of service of Community Health Center (Puskesmas) Semarang. Methods of data collection by questionnaires and interviews with informants who can be trusted as a service user. The benefits of this research is expected to contribute to the health center in order to determine the public perception of the actual conditions of service given at this time, the other hand, people can take a decision where to use health care services if they need health care. The results recommend there are negative perceptions regarding the building of infrastructure and services and less enjoyable, have a bad impression, low on empathy dimension