Strategi Peningkatan Kualitas Pelayanan Kesehatan Hewan di Pusat Kesehatan Hewan (Puskeswan) Provinsi Jawa Barat

Abstract

Puskeswan (Pusat Kesehatan Hewan) is one of the public services owned by local governments that operate in the field of animal healthcare. As a public service, it is required to provide excellent service to animal owners. Puskeswan serves as the frontline of the National Animal Health System (Siskeswanas) according to the Minister of Agriculture Regulation No. 64 of 2007, with functions including animal health promotion, veterinary services, epidemiology implementation, veterinary information implementation, emergency preparedness for outbreaks, and veterinary service provision. This research focuses on assessing respondent satisfaction based on the technical services provided by Puskeswa. The satisfaction of animal owners is a crucial factor that determines the success of the service provided. The issue addressed in this research is the increase in the animal population, which is not accompanied by sufficient facilities and human resources in Puskeswan. As a result, animal owners complain about the lack of services, as well as the available facilities and infrastructure in Puskeswan. This study aims is to analyze the level of satisfaction and expectations of the respondents, as well as the managerial implications for improving the attributes in the service dimensions of three Puskeswan in West Java Province. The measurement of respondent satisfaction in this study utilizes the Servqual method, which consists of five dimensions: tangibles, empathy, responsibility, responsiveness, and assurance. The research method employed in this study utilizes gap analysis based on the concepts of Service Quality (Servqual), Customer Satisfaction Index (IKM), Importance Performance Analysis (IPA), and Structural Equation Modeling (SEM). The respondents are animal owners who have owned and cared for animals for more than one year and have utilized the facilities of Puskeswan in three Puskeswan in West Java Province. The sampling technique used is purposive sampling, with a total of 180 respondents. The research results for IKM measurement indicate that the quality of 3 Puskeswan services in West Java Province falls into the good category, based on the average values of the dimensions with an IKM score of 80.16. Overall, the gap value in this study is 0.21, indicating that 3 Puskeswan in West Java Province needs to improve its services. The highest gap value is found in the tangible dimension, followed by reliability, responsiveness, empathy, and assurance. Some elements that need to be prioritized include the availability of Puskeswan facilities such as buildings, equipment, and medications. However, overall, the respondent express satisfaction with the services provided by 3 Puskeswan in West Java Province, as indicated by an IKP value of 80% in the IPA method, which falls within the range of satisfied customers or Good category