Analisis Faktor Kualitas Layanan Berbasis SERVQUAL terhadap Kepuasan Siswa pada Program Makanan Bergizi Gratis: Studi Kuantitatif di SMA Negeri 2 Bitung
Keywords:
MBG, siswa, kualitas pelayanan, kepuasan
Abstract
Program Makanan Bergizi Gratis (MBG) merupakan kebijakan kesehatan dan pendidikan strategis yang bertujuan meningkatkan status gizi dan kesejahteraan siswa, namun keberhasilan implementasinya sangat dipengaruhi oleh kualitas layanan yang dirasakan oleh peserta program. Penelitian ini mengevaluasi kepuasan peserta Program Makanan Bergizi Gratis (MBG) di SMA Negeri 2 Bitung. Metode kuantitatif cross-sectional dengan sampel purposif 317 siswa digunakan. Data dikumpulkan via kuesioner untuk mengukur kepuasan dan lima dimensi SERVQUAL, kemudian dianalisis dengan uji Spearman dan regresi linier berganda. Hasil menunjukkan dukungan (98,7%) dan manfaat program (75,3%) sangat tinggi. Regresi mengungkap kelima dimensi bersama-sama menjelaskan 42,3% variasi kepuasan (R²=0,423). Bukti fisik (β=0,368) dan keandalan (β=0,289) berpengaruh positif signifikan, sementara empati (β=-0,180) berdampak negatif signifikan. Daya tanggap dan jaminan tidak signifikan. Bukti fisik merupakan faktor dominan. Disimpulkan, kepuasan peserta MBG terutama ditentukan oleh kualitas bukti fisik dan keandalan layanan. Temuan unik menunjukkan pendekatan empati yang terlalu personal justru mengurangi kepuasan, diduga kurang sesuai dengan karakteristik remaja. Rekomendasi utama adalah peningkatan kualitas fisik makanan dan konsistensi penyajian, serta penyesuaian pelayanan ke arah yang lebih profesional.
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Pangemanan, A. C., Rampengan, S. H., Sumampouw, O. J., & Manampiring, A. E. (2022). Faktor-faktor yang berhubungan dengan kepuasan pasien di instalasi rawat jalan Rumah Sakit Tingkat IV Lanud Sam Ratulangi Manado pada masa pandemi covid-19. Intisari Sains Medis, 13(1), 19-24.
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Sari, P., Wijaya, M., & Fatimah, S. (2022). Evaluasi targeting program makan sekolah di Jawa Timur: Studi pada masa pandemi. Jurnal Kebijakan Publik, 15(3), 245-260.
Taras, H. (2005). Nutrition and student performance at school. Journal of School Health, 75(6), 199-213.
UNICEF. (2022). Philippines school-based feeding program: Endline evaluation report. United Nations Children's Fund.
Zarei, E., Ahmadi Kashkoli, S., & Daneshkohan, A. (2017). Hospital daya tanggap and its effect on overall patient satisfaction: A cross-sectional study in Iran. International Journal of Health Care Quality Jaminan, 30(7), 656–663. https://doi.org/10.1108/IJHCQA-07-2016-0098
Zarei, E., Daneshkohan, A., Khabiri, R., & Arab, M. (2015). The relationship between quality of health services and patient satisfaction. International Journal of Health Care Quality Jaminan, 28(2), 122–135. https://doi.org/10.1108/IJHCQA-07-2014-0073
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2020). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill Education.
Zubayer, M., & Hoque, S. (2019). Healthcare service quality and in-patients’ satisfaction: An empirical investigation on healthscape's tangible quality. Global Journal of Arts, Humanities and Social Sciences.
Alrubaiee, L., & Alkaa’ida, F. (2011). The mediating effect of patient satisfaction in the patients’ perceptions of healthcare quality–patient trust relationship. International Journal of Marketing Studies, 3(1), 103–127. https://doi.org/10.5539/ijms.v3n1p103
Amaliah, F. (2024). The influence of school canteen factors on student satisfaction: A case study in Indonesian high schools. Jurnal Gizi dan Kesehatan Masyarakat, 15(2), 67–80.
Anggraini, M. D., Wahyuni, S., & Totalia, S. A. (2017). Pengaruh kualitas pelayanan sekolah terhadap kepuasan siswa SMA Negeri 1 Sumberlawang Kabupaten Sragen tahun 2015/2016. Jurnal Pendidikan Ekonomi, Universitas Sebelas Maret. https://jurnal.uns.ac.id/bise/article/download/17900/14298
Bakar, C., Akgün, H. S., & Al Assaf, A. F. (2008). The role of expectations in patient assessments of hospital care: An example from a university hospital network, Turkey. International Journal of Health Care Quality Jaminan, 21(4), 343–355. https://doi.org/10.1108/09526860810880152
Bank Dunia. (2020). Program makan sekolah di Indonesia: Evaluasi dampak dan rekomendasi kebijakan. World Bank Group.
Bentum-Micah, G., Ma, Z., Wang, W., & Mohammed, R. (2020). Perceived service quality, a key to improved patient satisfaction and loyalty in healthcare delivery: The SERVQUAL dimension approach. SSRN. https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3603338
Bolang, A. S. L., & Kapantow, N. H. (2025). Hubungan antara Kebiasaan Sarapan Pagi dengan Status Gizi Anak di Sekolah Dasar Negeri 72 Manado. Health & Medical Sciences, 2(2), 8-8.
Brehm, S. S. (1966). A theory of psychological reactance. Academic Press.
Cohen, J., Hecht, A. A., Mcloughlin, G. M., Turner, L., & Schwartz, M. B. (2021). Universal school meals and associations with student participation, attendance, academic performance, diet quality, food security, and body mass index: A systematic review. Nutrients, 13(3), 911. https://doi.org/10.3390/nu13030911
Doyle, C., Lennox, L., & Bell, D. (2013). A systematic review of evidence on the links between patient experience and clinical safety and effectiveness. BMJ Open, 3(1), e001570. https://doi.org/10.1136/bmjopen-2012-001570
Gunawan, D., Kapantow, N. H., Korompis, G. E. C., Niode, N. J., Wungouw, H. I. S., & Thambas, A. H. (2025). Efektivitas Media Promosi Kesehatan Berbasis Video dan Booklet Terhadap Pengetahuan Pencegahan Stunting Pada Remaja Putri. Jurnal Promotif Preventif, 8(6), 1524-1532.
Hussain, A., Sial, M. S., Usman, S. M., Hwang, J., & Akhtar, M. W. (2019). What factors affect patient satisfaction in public sector hospitals: Evidence from an emerging economy. International Journal of Environmental Research and Public Health, 16(6), 994. https://doi.org/10.3390/ijerph16060994
Jeong, E., Chun, Y., Joo, N., & Yoon, J. (2013). Comparison of students' foodservice satisfaction between Korea and US. Nutrition Research and Practice, 7, 66 - 71. https://doi.org/10.4162/nrp.2013.7.1.66
Kementerian Kesehatan RI. (2018). Riset kesehatan dasar (Riskesdas) 2018. https://repository.badankebijakan.kemkes.go.id/id/eprint/3514/1/Laporan%20Riskesdas%202018%20Nasional.pdf
Kementerian Kesehatan RI. (2023). Profil kesehatan Indonesia 2023. Kementerian Kesehatan Republik Indonesia.
Kwon, S., Kim, O., & Lee, Y. (2018). Effects of students' satisfaction with school meal programs on school happiness in South Korea. Nutrition Research and Practice, 12(4), 342–347. https://doi.org/10.4162/nrp.2018.12.4.342
Larson, E. B., & Yao, X. (2005). Clinical empatias emotional labor in the patient–physician relationship. JAMA, 293(9), 1100–1106. https://doi.org/10.1001/jama.293.9.1100
Leary, A. C., Whitaker, P., & Clark, G. (2019). School food services and their impact on student satisfaction and academic success. Journal of School Health, 89(7), 563–571.
Mahmud, A. (2022). The effect of service quality dimensions on patient satisfaction: Quantitative study of regional public hospital. Golden Ratio of Data in Summary. https://goldenratio.id/index.php/grdis/article/view/215
Otani, K., Herrmann, P. A., & Kurz, R. S. (2010). Improving patient satisfaction in hospital inpatient settings. Health Services Management Research, 23(4), 205–212. ttps://doi.org/10.1258/hsmr.2010.010015
Panda, T. K., & Das, S. (2014). The role of tangibility in service quality and its impact on external customer satisfaction: A comparative study of hospital and hospitality sectors. IUP Journal of Marketing Management. PDF Link
Pangemanan, A. C., Rampengan, S. H., Sumampouw, O. J., & Manampiring, A. E. (2022). Faktor-faktor yang berhubungan dengan kepuasan pasien di instalasi rawat jalan Rumah Sakit Tingkat IV Lanud Sam Ratulangi Manado pada masa pandemi covid-19. Intisari Sains Medis, 13(1), 19-24.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
Raihen, M., Akter, S., & Sardar, M. (2023). Food Satisfaction among Students: A Study of Present Public University Students in Bangladesh. Journal of Mathematics and Statistics Studies. https://doi.org/10.32996/jmss.2023.4.1.1
Sadeh, E. (2017). Interrelationships among quality enablers, service quality, patients' satisfaction and loyalty in hospitals. The TQM Journal, 29(1), 35–56. https://doi.org/10.1108/TQM-02-2015-0032
Sari, P., Wijaya, M., & Fatimah, S. (2022). Evaluasi targeting program makan sekolah di Jawa Timur: Studi pada masa pandemi. Jurnal Kebijakan Publik, 15(3), 245-260.
Taras, H. (2005). Nutrition and student performance at school. Journal of School Health, 75(6), 199-213.
UNICEF. (2022). Philippines school-based feeding program: Endline evaluation report. United Nations Children's Fund.
Zarei, E., Ahmadi Kashkoli, S., & Daneshkohan, A. (2017). Hospital daya tanggap and its effect on overall patient satisfaction: A cross-sectional study in Iran. International Journal of Health Care Quality Jaminan, 30(7), 656–663. https://doi.org/10.1108/IJHCQA-07-2016-0098
Zarei, E., Daneshkohan, A., Khabiri, R., & Arab, M. (2015). The relationship between quality of health services and patient satisfaction. International Journal of Health Care Quality Jaminan, 28(2), 122–135. https://doi.org/10.1108/IJHCQA-07-2014-0073
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2020). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill Education.
Zubayer, M., & Hoque, S. (2019). Healthcare service quality and in-patients’ satisfaction: An empirical investigation on healthscape's tangible quality. Global Journal of Arts, Humanities and Social Sciences.
Published
2025-12-31
How to Cite
Malla, A., Rombot, D., Bolang, A., Kapantow, N., & Niode, N. (2025). Analisis Faktor Kualitas Layanan Berbasis SERVQUAL terhadap Kepuasan Siswa pada Program Makanan Bergizi Gratis: Studi Kuantitatif di SMA Negeri 2 Bitung. urnal romotif reventif, 8(6), 1782-1790. https://doi.org/10.47650/jpp.v8i6.2493
Section
Articles
Copyright (c) 2025 Anastasia Malla, Dina Victoria Rombot, Alexander S.L. Bolang, Nova Helen Kapantow, Nurdjannah Jane Niode
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
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