Analisis Fuzzy Servqual Dalam Mengukur Tingkat Kepuasan Pasien BPJS Kesehatan Terhadap Kualitas Layanan Pada UPTD Puskesmas

Abstract

The fuzzy servqual method is a development method of the servqual method that uses the concept of fuzzy logic. The concept of fuzzy logic is used to help respondents give more objective values. Meanwhile, the servqual method is used as a tool to measure patient satisfaction to evaluate service quality based on the gap between perception and expectations. The purpose of this study is to describe the procedure for applying the servqual method to analyze the level of service quality for BPJS Kesehatan patients at the UPTD Kemantren-Jabung Health Center. This method has five dimensions, namely tangible, reliability, responsiveness, assurance, and emphaty. The results of this study show that the gap value of the five dimensions has a negative value. Which means that the expected quality of service is not in accordance with what is expected by BPJS Kesehatan Puskesmas Kemantren-Jabung. The highest gap value is the assurance dimension with a gap value of -0.85 and the lowest gap value is the reliability dimension with a gap value of -0.44. Thus, it can be seen that this assurance dimension is the top priority to be able to improve service quality.