Kualitas Pelayanan Publik di UPT Puskesmas Griya Antapani Kelurahan Antapani Tengah Kecamatan Antapani Kota Bandung

Abstract

The objective This study aims to analyze the quality of public services at UPT Puskesmas Griya Antapani, Bandung City. This research uses a qualitative method with a descriptive approach. Data were collected through interviews, observation, and documentation. Indicators used to assess the quality of public services include: Tangible, Reliability, Responsiveness, Assurance, and Empathy.The results showed that public services at UPT Puskesmas Griya Antapani are generally good, but there are still several obstacles that need to be improved. These obstacles include the lack of employee awareness about the importance of good service, limited facilities and infrastructure, and an organizational structure that is not optimal. To overcome these obstacles, UPT Puskesmas Griya Antapani has made various efforts such as routine training for employees, procurement and maintenance of facilities and infrastructure, and rearrangement of the organizational structure.The conclusion of this study is that the quality of public services at UPT Puskesmas Griya Antapani has met most of the indicators set, but there needs to be improvement in several aspects to achieve optimal service.

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan publik di UPT Puskesmas Griya Antapani, Kota Bandung. Penelitian ini menggunakan metode kualitatif dengan pendekatan deskriptif. Data dikumpulkan melalui wawancara, observasi, dan dokumentasi. Indikator yang digunakan untuk menilai kualitas pelayanan publik meliputi: Tangible, Reliability, Responsiveness, Assurance, dan Empathy. Hasil penelitian menunjukkan bahwa pelayanan publik di UPT Puskesmas Griya Antapani secara umum sudah baik, namun masih terdapat beberapa kendala yang perlu diperbaiki. Kendala tersebut meliputi kurangnya kesadaran pegawai mengenai pentingnya pelayanan yang baik, keterbatasan sarana dan prasarana, serta struktur organisasi yang belum optimal. Untuk mengatasi kendala ini, UPT Puskesmas Griya Antapani telah melakukan berbagai upaya seperti pelatihan rutin untuk pegawai, pengadaan dan pemeliharaan sarana dan prasarana, serta penataan ulang struktur organisasi. Kesimpulan dari penelitian ini adalah kualitas pelayanan publik di UPT Puskesmas Griya Antapani sudah memenuhi sebagian besar indikator yang ditetapkan, namun perlu adanya peningkatan dalam beberapa aspek untuk mencapai pelayanan yang optimal.