GAP Analysis Model Servqual Program Pemberian Permakanan Lansia di Kota Surabaya
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Latar Belakang: Masalah gizi rentan terjadi pada lanjut usia diantaranya adalah masalah kesehatan akibat proses degeneratif yang dapat menurunkan daya tahan tubuh sehingga rentan terkena infeksi penyakit menular. Oleh karena itu, Pemerintah Kota Surabaya meluncurkan program permakanan diantaranya untuk lanjut usia dari keluarga fakir miskin. Kriteria lanjut usia yang masuk dalam program permakanan yaitu seseorang berusia 60 tahun atau lebih yang berhak mendapatkan permakanan berdasarkan hasil penjangkauan (outreach) Perangkat Daerah.
Tujuan: Penelitian ini bertujuan untuk menganalisis kesenjangan antara pelayanan yang diberikan dengan pelayanan yang diharapkan oleh lansia dalam Program Pemberian Permakanan Lansia di Kota Surabaya.
Metode: Jenis penelitian yaitu observasional analitik dengan menggunakan desain cross-sectional. Sampel penelitian sebesar 401 lansia, 30 petugas Karang Werdha dan 30 petugas kirim dipilih menggunakan metode simple random sampling. Kuesioner Analysis Model Servqual digunakan untuk mengukur kualitas pelayanan petugas program permakanan . Uji statistik menggunakan uji independent T-test.
Hasil: Hasil dari penelitian ini menunjukkan nilai GAP dimensi keandalan (reliability) -0,30, ketanggapan (responsiveness) -0,18, jaminan (assurance) -0,18, empati (emphaty) -0,20 dan bukti fisik (tangible) -0,21.
Kesimpulan: Hasil dari penelitian ini menunjukkan kualitas layanan yang diberikan tidak terpenuhi. Lima dimensi memiliki nilai negatif kesenjangan antara harapan dan ekspektasi lansia.Ampah, Isaac Theophilus., Ali, Rabi Sidi. 2019. Measuring Patients (Customers) Perceptions and Expectations of Service Quality in Public Healthcare Institutions: Servqual Model. Published on International Journal of Economics & Business ISSN: 2717-3151, Volume 5, Issue 1, page 6 - 17
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Jonkisz, A.; Karniej, P.; Krasowska, D., 2021. SERVQUAL Method as an "Old New” Tool for Improving the Quality of Medical Services: A Literature Review. International Journal of Environmental Research and Public Health
Parasuraman, A., Berry, L.L., and Zeithaml, A.V., 1985. "A Conceptual Model of Service Quality and Its Service Quality and Its Implication for Future Research, "in B.M. Enis, K.K. Cox, and M.P. Mokwa (Eds), Marketing Classics: A Selections of Influential Articles, 8th Ed., Engewood, Cliffs, NJ: Prentice Hall International, Inc.
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