SERVQUAL IN ELDERLY COMMUNITY SERVICES IN KALIBARU KULON COMMUNITY HEALTH CENTER ELDERLY POLYCLINIC-BANYUWANGI-EAST OF JAVA

Abstract

The hope of elderly patients (seniors) when they come to health services is to get satisfaction with the services they receive, so that it will become a benchmark in health services and strive to increase the needs of all aspects of health quality in the elderly. Objective: This study aims to determine the description of elderly satisfaction with the quality of elderly poly health services at the Kalibaru Kulon Banyuwangi Community Health Center in 2024. Method: This research is descriptive quantitative research. The research subjects were elderly (>60 years) using research instruments in the form of questionnaires and direct interviews with respondents. Results: from a total of 90 respondents, 41 people (82%) were satisfied with the satisfaction results of elderly patients who visited the elderly polyclinic. Furthermore, the quality of health services using the servqual method is seen from 5 dimensions, namely the satisfactory physical evidence (tangibles) dimension is 44%, satisfactory reliability dimension is 48%, responsiveness dimension is 52%, satisfactory assurance dimension is 48 %, and the satisfactory empathy dimension is 50%. Results: from a total of 90 respondents, 41 people (82%) were satisfied with the satisfaction results of elderly patients who visited the elderly polyclinic. Furthermore, the quality of health services using the servqual method is seen from 5 dimensions, namely the satisfactory physical evidence (tangibles) dimension is 44%, satisfactory reliability dimension is 48%, responsiveness dimension is 52%, satisfactory assurance dimension is 48 %, and the satisfactory empathy dimension is 50%. Based on the overall quality of health services, it was found that 66% of elderly patients felt unsatisfactory. Conclusion: The majority of respondents in this study felt satisfied when seeking treatment at the Community Health Center and felt less satisfied with health services when viewed from all dimensions, however, in assessing each dimension, respondents felt satisfied with their visit to the Kalibaru Kulon Banyuwangi Community Health Center