PENILAIAN KUALITAS PELAYANAN PUSAT KESEHATAN MASYARAKAT DI WILAYAH SUMATERA UTARA, INDONESIA

Background: Public Health Center (“Puskesmas”/PusatKesehatan Masyarakat) is a leading health service facility inthe development of community health in Indonesia and plays avital role to realize the vision of Healthy Indonesia 2010. Theobjectives to evaluate the health service quality of Puskesmas;The quality of Puskesmas services was evaluated usingSerqual method while the data was collected using quantitativeand qualitative methods.Method and Result: The quantitative analysis indicated thatthe mean score for quality was 3.79. In addition, the healthservice quality of Puskesmas, on all dimensions, generallyshows the scores above 3. This means that the health servicequality of Puskesmas is at a relatively good level. Stratified bythe mean scores, the dimensions of responsiveness andreliability have similar mean scores of 3.85; the dimension ofempathy has a mean score of 3.81; and the dimension ofassurance has a mean score of 3.79.Conclusion: The dimension of tangible has the lowest meanscore of 3.64. The factors affecting the improvement of healthservice quality in Puskesmas are the input factors, processfactors, and environmental factors for achieving the vision ofHealthy Indonesia 2010 through the implementation of the NorthSumatera Province Health Project-II.Keywords: public health center, Puskesma