Evaluasi Kualitas Layanan Sistem e-Puskesmas di Kecamatan Sungai Mandau Melalui Kerangka Kerja E-SERVQUAL dan Model Kano
DOI:
https://doi.org/10.52436/1.jpti.978Kata Kunci:
E-Puskesmas, E-Servqual, Kano, Kepuasan PenggunaAbstrak
Permasalahan dalam penerapan sistem e-Puskesmas masing terjadi, terutama terkait kualitas layanan digital yang belom optimal. Keluhan seperti sistem tidak stabil, tampilan antarmuka membingungkan, dan kurangnya pelatihan menunjukkan perlunya evaluasi menyeluruh. Penelitian ini menggunakan pendekatan kuantitatif dengan metode E-SERVQUAL dan Model Kano. E-SERVQUAL mengukur kesenjangan antara persepsi dan harapan pengguna berdasarkan tujuh dimensi: efficiency, system availability, fulfillment, privacy, responsiveness, compensation, dan contact. Model Kano digunakan untuk mengklasifikasikan atribut layanan berdasarkan dampaknya terhadap kepuasan pengguna. Hasil menunjukkan bahwa seluruh atribut memiliki nilai GAP negative, dengan rata-rata nilai Q sebesar 0.91. ini menandakan bahwa layanan belum memenuhi harapan pengguna. Berdasarkan Model Kano terdapat 12 atribut one-dimensional, 4 attractive, 3 ust-be, dan 1 indifferent. Temuan ini menunjukkan bahwa perbaikan perlu difokuskan pada atribut yang berdampak langsung terhadap kepuasan.
Unduhan
Referensi
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