Beban masalah kesehatan jiwa di Indonesia terus meningkat, namun treatment gap tetap lebar, terutama pada layanan berbasis komunitas yang bersifat promotif dan preventif. Pusat Pembelajaran Keluarga (PUSPAGA) Harmoni Kota Depok hadir sebagai layanan konseling kesehatan jiwa non-klinis berbasis keluarga di bawah naungan Dinas Pemberdayaan Perempuan Perlindungan Anak, Pengendalian Penduduk, dan Keluarga Berencana (DP3AP2KB), namun analisis mutu layanannya secara sistematis belum pernah dilakukan. Penelitian ini bertujuan menganalisis mutu layanan konseling kesehatan jiwa non-klinis di PUSPAGA Harmoni Kota Depok secara komprehensif dari perspektif pengguna dan penyedia layanan, serta merumuskan rekomendasi perbaikan dan Commitment to Change (CTC) sebagai jembatan knowledge to practice. Desain penelitian menggunakan explanatory sequential mixed methods, dengan pengumpulan data kuantitatif melalui kuesioner SERVQUAL pada 62 responden pengguna layanan konseling, dilanjutkan data kualitatif melalui wawancara mendalam terhadap 5 informan penyedia layanan dan wawancara singkat/pertanyaan terbuka kepada pengguna. Data kualitatif dianalisis menggunakan kerangka Donabedian (struktur–proses–outcome), dan seluruh temuan diintegrasikan melalui pendekatan joint display serta diprioritaskan melalui metode USG bersama tim PUSPAGA. Hasil penelitian menunjukkan bahwa mutu layanan secara keseluruhan berada pada kategori "cukup baik" (grand mean gap –0,218). Kekuatan utama layanan terletak pada dimensi Empathy (gap –0,167) dan Assurance (gap –0,190), yang mencerminkan kualitas hubungan terapeutik dan keamanan psikologis yang dirasakan pengguna. Kelemahan terbesar terdapat pada dimensi Tangibles (gap –0,311), terutama pada aksesibilitas lokasi (gap –0,855). Analisis Donabedian mengungkap tiga celah sistemik: ketidakseimbangan kapasitas struktural terhadap pertumbuhan permintaan layanan, penyelenggaraan proses yang bertumpu pada kapabilitas individu, dan sistem pengukuran outcome yang belum komprehensif. Integrasi temuan mengidentifikasi “paradoks kepuasan”, gap negatif di seluruh dimensi berdampingan dengan loyalitas pengguna yang sangat tinggi (93,5% bersedia merekomendasikan dan kunjungi kembali) yang dapat dijelaskan melalui teori zone of tolerance, zero price effect dan kualitas hubungan terapeutik yang dominan. Analisis prioritas masalah menetapkan tersendatnya program edukasi komunitas sebagai masalah termendesak (skor USG 15/15). CTC disusun dalam tiga level: internal, koordinasi lintas sektor, dan advokasi kebijakan, sebagai rencana aksi prioritas perbaikan mutu yang realistis. Penelitian ini memberikan kontribusi pada pengembangan model evaluasi mutu layanan kesehatan jiwa komunitas di Indonesia dan mendukung penguatan layanan promotif-preventif berbasis keluarga yang evidence-based.

The burden of mental health problems in Indonesia continues to grow, yet the treatment gap remains wide, particularly in community-based services of a promotive and preventive nature. The Family Learning Center (Pusat Pembelajaran Keluarga/PUSPAGA) Harmoni in Depok City operates as a non-clinical, family-based mental health counseling service under the auspices of the Office for Women's Empowerment and Child Protection (DP3AP2KB); however, a systematic quality analysis of its services has never been conducted. This study aims to comprehensively analyze the quality of non-clinical mental health counseling services at PUSPAGA Harmoni, Depok City, from both user and provider perspectives, and to formulate improvement recommendations along with a Commitment to Change (CTC) framework as a bridge from knowledge to practice. The study employed an explanatory sequential mixed-methods design. Quantitative data were collected through SERVQUAL questionnaires administered to 62 service users, followed by qualitative data gathered via in-depth interviews with 5 service provider informants and brief interviews/open-ended questions directed at service users. Qualitative data were analyzed using the Donabedian framework (structure–process–outcome), and all findings were integrated through a joint display approach and prioritized using the Urgency, Seriousness, Growth (USG) method together with the PUSPAGA team. The results indicate that overall service quality falls in the "moderately good" category (grand mean gap: –0.218). The primary strengths lie in the Empathy (gap –0.167) and Assurance (gap –0.190) dimensions, reflecting the quality of the therapeutic relationship and psychological safety experienced by users. The greatest weakness is found in the Tangibles dimension (gap –0.311), particularly regarding location accessibility (gap –0.855). Donabedian analysis reveals three systemic gaps: a structural capacity imbalance relative to growing service demand, service processes heavily reliant on individual capabilities, and an insufficiently comprehensive outcome measurement system. Integration of findings identifies a "satisfaction paradox", negative gaps across all dimensions coexisting with very high user loyalty (93.5% willingness to recommend and return) , explained through zone of tolerance theory, zero price effect, and the dominant quality of the therapeutic relationship. Priority problem analysis identifies the stagnation of community education programs as the most urgent issue (USG score 15/15). The CTC is organized across three levels: internal, cross-sector coordination, and policy advocacy, as a realistic prioritized action plan for service quality improvement. This study contributes to the development of a community mental health service quality evaluation model in Indonesia and supports the strengthening of evidence-based, family-centered promotive and preventive services.