Gambaran Kepuasan Pelayanan ANC di Posyandu Desa Mulyasari Kabupaten Tasikmalaya Tahun 2026

Abstract

Antenatal Care (ANC) is an important health service for maintaining maternal and fetal health during pregnancy. In addition to meeting service standards, the quality of ANC services needs to consider the experiences and satisfaction of pregnant women as service users. Satisfaction can describe the level of conformity between the services expected and those perceived by pregnant women. This study aimed to describe pregnant women's satisfaction with ANC services at Mulyasari Village Integrated Health Post (Posyandu), Tasikmalaya Regency, in 2026. This study used a quantitative descriptive design with a cross-sectional approach. The sample consisted of 42 pregnant women selected using the total sampling technique. Data were collected using a SERVQUAL questionnaire covering five dimensions of service quality: tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed descriptively using gap analysis, conformity level, and Importance Performance Analysis (IPA). The results showed that all service quality dimensions had negative gap values. The tangible dimension had the largest gap value of -0.69, with a conformity level of 85.59%, while the assurance dimension had the smallest gap value of -0.10, with a conformity level of 97.98%. The mean expectation score was 4.90, while the mean perception score was 4.48, resulting in an overall conformity level of 91.38%. The IPA results indicated that service consistency, promptness, and waiting time were the attributes requiring the highest priority for improvement. Overall, the findings indicate that most aspects of ANC services were perceived positively by pregnant women, although improvements are still needed in several service quality attributes.