USULAN PERBAIKAN KUALITAS PELAYANAN MENGGUNAKAN METODE SERVICE QUALITY (SERVQUAL), KANO MODEL, DAN QUALITY FUNCTION DEPLOYMENT (QFD) (Studi Kasus: UPT. Puskesmas X)

Health Centers (Puskesmas) are District / City Office Technical Implementation Units that have the responsibility of organizing health development in a work area. The Office Technical Implementation Unit in Malang Regency is X Health Center. Based on the results of interviews and open questionnaires with respondents who had used the services of the X health center, consumers were still not satisfied with the services provided. Therefore X Community Health Center needs to increase customer satisfaction. An approach that can be used to propose improvements in the X Community Health Center by integrating the service quality (ServQual) and Kano Model methods into the Quality Function Deployment (QFD). Where is this integration to get maximum results to be prioritized into the preparation of QFD. Based on data processing obtained several technical responses or proposed improvement attributes including, the use of language that is good, polite and easy to understand by patients, providing Puskesmas training for professionals in their fields, explanations are delivered by adjusting the character of understanding of each patient, doctor, and health center staff. Officers are always friendly in accepting complaints from consumers without emotion, conducted a review and assessment of employees who are considered to be less favorable to consumers in terms of communication and service