A 2026 study by Dellya Sulianti, Muhammad Husein
Maruapey, and Oetje Subagdja from Universitas Djuanda finds that human resource
competence, leadership strength, and facility readiness are the main drivers of
public service quality at the Gunung Putri Community Health Center in Bogor
Regency. Published in the International Journal of Applied Research and
Sustainable Sciences (IJARSS), the research highlights how internal management
and external community factors together determine the effectiveness of primary
healthcare services. The findings are significant as Indonesia continues
strengthening its primary healthcare system amid rapid population growth and
rising public expectations.
The article, titled “Factors Analysis that
Influence Public Services at Gunung Putri Community Health Center,” appears
in IJARSS Vol. 4 No. 2 (2026) and provides an in-depth look at service dynamics
in one of Bogor Regency’s busiest public health facilities.
A Strategic Health Facility in a
Growing District
The Gunung Putri Community Health Center (Puskesmas
Gunung Putri) serves a densely populated and rapidly developing area in Bogor
Regency, West Java. Based on 2024 population projections cited in the study,
the health center covers approximately 102,765 residents across several
villages, including Wanaherang, Cicadas, and Cikeas Udik.
As a first-level healthcare facility, the center
provides promotive, preventive, curative, and rehabilitative services. It
handles general examinations, maternal and child health services,
immunizations, and disease management. Accredited with plenary status in 2023
and operating as a Regional Public Service Agency (BLUD), the health center
plays a central role in implementing national health programs at the local
level.
The researchers emphasize that public services in the health sector reflect the quality of governance. In primary healthcare settings such as Puskesmas, service effectiveness directly influences public trust and community well-being.
How the Study Was Conducted
Dellya Sulianti and her colleagues used a
qualitative method with a narrative approach. They gathered data from informants
within the health center environment and analyzed service processes in their
natural setting. Instead of relying on statistical modeling, the study focused
on understanding experiences, perceptions, leadership patterns, and
organizational behavior.
This case-study approach allowed the researchers to
map internal and external factors affecting service quality in a comprehensive
and contextual way.
Key Findings: Internal Factors
Are Decisive
The study identifies internal organizational
strength as the most critical determinant of service effectiveness. Several
core elements stand out:
1. Human Resource Competence
Human resources are the foundation of service
quality. The research shows that:
- Adequate
staffing reduces patient waiting time.
- Professional
competence improves diagnostic accuracy and patient safety.
- Discipline
and work motivation ensure services follow standard procedures.
- Empathy
and communication skills strengthen patient trust.
The researchers note that shortages increase
workload pressure, reduce concentration, and risk lowering service quality.
Continuous training and competency development are therefore essential.
2. Leadership of the Head of Puskesmas
Leadership significantly influences service performance.
A firm, participatory, and communicative leadership style:
- Clarifies
vision and service direction.
- Strengthens
discipline and accountability.
- Encourages
staff motivation and teamwork.
- Improves
coordination between service units.
According to Dellya Sulianti and the Universitas
Djuanda research team, effective supervision and consistent evaluation help
maintain service standards and reduce operational errors.
3. Facilities and Infrastructure
Physical infrastructure and technology also
determine service efficiency. The study highlights:
- Adequate
examination rooms and waiting areas improve patient comfort.
- Complete
medical equipment supports accurate treatment.
- Digital
registration systems and electronic medical records reduce queues.
- Cleanliness
and accessibility increase public confidence.
The integration of information systems such as
digital patient administration enhances speed and data accuracy, allowing
healthcare workers to focus more on clinical care.
External Pressures: High Patient
Volume and Community Diversity
While internal factors dominate, external
conditions also play a crucial role.
High Patient Visits
Rapid population growth and rising health awareness have increased patient
volume. Long queues and high workload create operational pressure. Without
effective queue management and scheduling, service quality may decline.
Community Characteristics
Differences in education levels, cultural background, and understanding of
administrative procedures affect service flow. Patients unfamiliar with
procedures may experience delays, requiring staff to provide additional
guidance.
The researchers stress that consistent public
education about service procedures can reduce misunderstandings and
administrative errors.
Stakeholder Support
Local government backing, budget allocation, and involvement of community
leaders strengthen service implementation. Cross-sector collaboration improves
program reach, particularly for preventive and promotive health initiatives.
Implications for Public Policy
and Healthcare Management
The findings offer several strategic implications:
- Strengthening
human resource planning and recruitment is essential in high-growth
districts.
- Leadership
development programs for Puskesmas heads can enhance institutional
performance.
- Investment
in digital systems should accompany infrastructure upgrades.
- Community
education campaigns can ease service pressure and improve compliance.
- Cross-sector
collaboration with schools, local governments, and community leaders
expands preventive healthcare impact.
The researchers conclude that service effectiveness
depends on synergy. Internal readiness must align with external support to
ensure sustainable healthcare delivery.
As Dellya Sulianti from Universitas Djuanda
explains, strengthening human resources and leadership is not optional.
“Professional competence, structured supervision, and participatory leadership
create the foundation for responsive and community-oriented services,” the
research team emphasizes.
Strengthening Public Trust
Through Integrated Management
The Gunung Putri case illustrates how primary
healthcare institutions must operate beyond administrative routines. They must
adapt to policy changes, financing mechanisms, and digital transformation while
responding to community expectations for fast, transparent, and fair services.
By combining competent staff, strong leadership,
adequate infrastructure, and stakeholder collaboration, public health centers
can deliver more effective and equitable healthcare.
For policymakers and health administrators across
Indonesia, this research provides a clear message: improving service quality
requires an integrated management strategy that balances
Source
Sulianti, Dellya; Maruapey, Muhammad Husein;
Subagdja, Oetje.
“Factors Analysis that Influence Public Services at Gunung Putri Community
Health Center.”
International Journal of Applied Research and Sustainable Sciences (IJARSS),
Vol. 4 No. 2, 2026.
DOI: https://doi.org/10.59890/ijarss.v4i2.194
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