Analisis Kualitas Pelayanan Publik Pada Puskesmas Rejosari Kecamatan Tenayan Raya Kota Pekanbaru

Abstract

The public service at the Rejosari Health Center in Tenayan Raya Sub-District, Pekanbaru City, has not been well-executed in serving the community. The staff often lack friendliness and sometimes lose their temper with patients, resulting in dissatisfaction with the services provided. The success of the Rejosari Health Center's services in Tenayan Raya Sub-District, Pekanbaru City, is influenced by Tangibles (physical evidence), Reliability, Responsiveness, Assurance, and Empathy. The aim of this study is to identify the factors hindering public service at the Rejosari Health Center in Tenayan Raya Sub-District, Pekanbaru City. The research method used is qualitative, with data collection techniques including interviews, observation, and documentation. The discussion reveals that public service at the Rejosari Health Center has not been optimally implemented according to standard operating procedures, resulting in dissatisfaction among the community or patients. In conclusion, the public service at the Rejosari Health Center has not been maximally implemented due to the staff's lack of friendliness and occasional loss of temper, leading to poor service delivery. The researcher suggests that staff should maintain friendliness with the community or patients and control their emotions while providing services to create good and optimal service delivery.