Quality of Public Services (A Study of General Polyclinic Services at the Loea Community Health Center, Loea District, East Kolaka Regency)
DOI:
https://doi.org/10.69616/perkasa.v3i1.288Keywords:
General Polyclinic, Health, Puskesmas Loea, Quality ServiceAbstract
This study aims to describe the quality of public services in public poly services at the Loea Health Center, Loea District, East Kolaka Regency, Southeast Sulawesi, Indonesia. This study uses a qualitative descriptive method. Informants were selected purposively, namely the head of the Health Center, general practitioners, nurses, administrative officers, as well as patients. The types and sources of data used are primary data, collected directly through observation, interviews, and documentation, as well as secondary data, which includes relevant previous documents and research. Data analysis was carried out using the interactive model. The results of the study show that tangible aspects of public poly services still require an increase in adequate physical facilities, such as the addition of waiting chairs. Reliability is hampered by the limited number of employees and the presence of healthcare providers who arrive late, which leads to long queues of patients. Responsiveness has not been maximized because the number of doctors and nurses is limited and the picket or guard system is still in place. Assurance is also not evenly distributed because health programs have not been able to reach all levels of society, so many do not know about the health programs carried out by the Health Center. Empathy has not been implemented properly, and the provision of attention and convenience in serving the needs of the community has not been fully based on the needs of patients. Overall, the quality of public services at the Loea Health Center has not been optimal, causing patient dissatisfaction.
References
Adinda, R. Q., & Kusumadinata, A. A. (2023). Teknik Komunikasi dalam Dunia Kerja. Karimah Tauhid, 2(1), 360–368. https://ojs.unida.ac.id/karimahtauhid/article/view/8033/3608
Almahdali, H., & Sakir, A. R. (2024). Analysis of Public Service Quality at the Sirimau Sub-District Office in Ambon City. Jurnal Perkembangan Kajian Sosial (PERKASA), 1(1), 47–62.
Anggraini, S. M., Nurjayanti, W., & Azizah, R. (2024). Optimalisasi Desain Ruang Tunggu Eka Hospital Family untuk Meningkatkan Kenyamanan Bagi Pasien dan Keluarga. SIAR VI 2024?: Seminar Ilmiah Arsitektur, 1279–1292. https://proceedings.ums.ac.id/siar/article/view/6161
Apriliyanti, R. A., Raudah, S., & Anshari, M. R. (2026). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien di UPT Puskesmas Banjang Kabupaten Hulu Sungai Utara. Jurnal Pelayanan Publik, 3(2), 590–599. https://ejurnal.stiaamuntai.ac.id/index.php/JPP/article/view/1888
Banjarnahor, E. I., Ginting, C. N., Manalu, P., & Girsang, E. (2023). Lama Waktu Tunggu Pelayanan Pasien: Studi Kualitatif di Puskesmas Padang Bulan. Ahmar Metastasis Health Journal, 3(1), 8–17. https://doi.org/10.53770/amhj.v3i1.182
Calundu, R. (2025). Efektivitas Pelayanan Puskesmas Terhadap Tingkat Pemahaman Hidup Sehat Masyarakat Pedesaan di Sulawesi Selatan. Jurnal Tadbir Peradaban, 5(2), 153–163. https://doi.org/10.55182/jtp.v5i2.552
Fadli, M. R. (2021). Memahami desain metode penelitian kualitatif. Humanika, 21(1), 33–54. https://doi.org/10.21831/hum.v21i1.38075
Irawan, A. (2018). Sistem Pelayanan Publik Berbasis E-Government Pada Pemerintah Daerah Kabupaten Merauke. Societas?: Jurnal Ilmu Administrasi Dan Sosial, 7(1), 20–37. https://doi.org/10.35724/sjias.v7i01.967
Jamaluddin, I. I., Hasbullah, & Mustari, H. (2016). Manajemen Pelayanan Publik (Studi Kasus Rumah Susun Sederhana Sewa Di Kelurahan Ujuna Kecamatan Palu Barat, Kota Palu). Jurnal Katalogis, 4(9), 53–60.
Jamaluddin, I. I., Phradiansah, & Nursamsir. (2022). Manajemen Penyediaan Oksigen Selama Pandemi Covid-19. Societas: Jurnal Ilmu Administrasi & Sosial, 11(2), 274–288. http://ejournal.unmus.ac.id/index.php/societas
Kesung, D., Pramono, S., & Suroso. (2023). Evaluasi Program Kebijakan Kesehatan Ibu dan Anak (KIA) Studi Kasus Pada Ibu Hamil di Puskesmas Lengko Ajang Kecamatan Congkar Kabupaten Manggarai Timur. Soetomo Administrasi Publik, 1(3), 561–570.
Loka, D. M., Abdullah, A., & Sudirman, F. A. (2022). Identifikasi Pelayanan Publik Berbasis E-Government Pemerintah Kota Kendari Pada Masa New Normal. NeoRespublica: Jurnal Ilmu Pemerintahan, 4(1), 222–235. https://doi.org/10.52423/neores.v4i1.51
Miles, Matthew B; Huberman, A. Michael; Saldana, J. (2019). Qualitative data analysis: a method sourcebook (Fourth edi). Arizona State University, USA.
Muhdar, M., Rosmiati, R., Tulak, G. T., Saputri, E., & Susanti, R. W. (2022). Gambaran Peran Petugas Kesehatan dalam Pencegahan dan Penanganan Stunting di Kabupaten Kolaka. Jurnal Kesehatan Andalas, 11(1), 32–38. https://doi.org/10.25077/jka.v11i1.1930
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). Servqual: a Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–37.
Rohimat, A. (2025). Pengaruh Kinerja Karyawan dan Kualitas Pelayanan terhadap Kepuasan Masyarakat (Studi Pada Unit Pelayanan Terpadu Puskesmas Pakuwon Cisurupan Garut). Jurnal Ilmiah Manajemen Profetik, 3(2), 227–245. https://doi.org/10.55182/jimp.v3i2/702
Salamor, A. M., Fadillah, A. N., Corputty, P., & Salamor, Y. B. (2020). Child Grooming Sebagai Bentuk Pelecehan Seksual Anak Melalui Aplikasi Permainan Daring. Sasi, 26(4), 490–499. https://doi.org/10.47268/sasi.v26i4.381
Selmawati, Maulid, & Zahari, A. F. M. (2025). Employee Performance in Improving Public Services at the Puskesmas Ueesi District, East Kolaka Regency. Jurnal Perkembangan Kajian Sosial (PERKASA), 2(1), 39–45. https://doi.org/10.69616/perkasa.v2i1.285
Setiawan, H. D., & W, N. P. L. (2024). Optimalisasi Pelayanan Publik melalui Komunikasi Efektif?: Fokus Pemberdayaan Aparatur Desa di Desa Nanggerang Kabupaten Sukabumi. 7(1), 164–169. https://doi.org/https://doi.org/10.31334/jks.v7i1.3625
Situmorang, T. (2016). Jejaring Layanan Kesehatan Pada Rumah Sakit Bhayangkara Mappaoddang Kota Makassar Provinsi Sulawesi Selatan. Jurnal Ilmiah Ilmu Administrasi Publik, 4(1), 46. https://doi.org/10.26858/jiap.v4i1.1820
Usman, N. A., Sakawati, H., & Yamin, M. N. (2026). Complete Systematic Land Registration ( PTSL ) Services at The National Land Agency Office Gowa Regency. Jurnal Perkembangan Kajian Sosial (PERKASA), 3(1), 31–40. https://doi.org/10.69616/perkasa.v3i1.299
Zumria, Narmi, & Tahiruddin. (2020). Perbedaan Tingkat Kepuasan Pasien Bpjs Dan Non Bpjs Terhadap Mutu Pelayanan Di Ruang Rawat Inap RSUD Kota Kendari. Jurnal Ilmiah Karya Kesehatan, 1(1), 76–83.
