Public Satisfaction Index of Public Services at Pamarayan Community Health Center, Serang District, Banten Province

Abstract

The purpose of this research is to evaluate the performance of public services provided by public service employees, as assessed by the recipients of these services, based on the Community Satisfaction Index (IKM). This study employs a quantitative research method using secondary data. The findings indicate that the level of community satisfaction at the Pamarayan Health Center remains relatively low. This dissatisfaction is primarily attributed to inadequate responsiveness and lack of informative communication from the health center staff, as well as deficiencies in discipline, service speed, and environmental comfort. As a result, these factors negatively impact the overall patient experience and public trust in healthcare services. To address these issues, this study highlights key aspects that require improvement, including enhancing staff responsiveness, ensuring timely service delivery, and improving the overall service environment. By identifying these areas for enhancement, the research aims to provide valuable insights for stakeholders to develop more effective strategies in optimizing healthcare service quality at Pamarayan Health Center.