GAMBARAN KUALITAS PELAYANAN PUBLIC SAFETY CENTER (PSC) 119 KOTA MALANG : STUDI KUALITATIF

Background: Public Safety Center (PSC) 119 is part of the Integrated Emergency Response System (SPGDT) which plays an important role in pre-hospital emergency services. However, the implementation of PSC 119 in the regions still faces obstacles, especially response times that do not meet international standards and limited facilities and infrastructure. In Batu City, the PSC 119 response time is still around 15 minutes, exceeding the ideal standard of 8–10 minutes, and the service facility is still integrated with the Among Tani City Hall Building with limited capacity. This condition indicates the need for an evaluation of the quality of PSC 119 Batu City services as a basis for improving the quality of emergency services. Objective: This study aims to describe the quality of Public Safety Center (PSC) 119 Batu City services based on the experiences and perceptions of officers in implementing pre-hospital emergency services. Method: This study uses a qualitative approach with a case study design. Data collection was conducted through in-depth interviews with PSC 119 Batu City officers who were directly involved in emergency services. Data analysis was conducted thematically based on the five dimensions of service quality of the SERVQUAL model. Data validity was conducted through source triangulation techniques by comparing information obtained from call center officers, doctors, nurses, and ambulance drivers. Results: The results of the study identified five main themes of service quality of PSC 119 Batu City, namely: (1) The condition of PSC 119 facilities and infrastructure is still limited (Tangibles); (2) Officer Reliability (Reliability); (3) Service Response Time in Emergency Handling (Responsiveness); (4) PSC 119 Emergency Service Guarantee (Assurance); (5) Patient Priority in Emergency Services (Empathy) Conclusion: The service quality of PSC 119 Batu City still requires improvement, especially in the aspects of response speed and availability of supporting facilities. Improvement of infrastructure, strengthening of communication systems, and the provision of independent and representative PSC buildings are needed to improve the quality of emergency services in a sustainable manner.