ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS KEDUNGDORO

Abstract

Patient satisfaction is the result of the patient's assessment of health services by
comparing what is expected with what he receives. Consumer demands for the quality of
puskesmas services require a change in customer-oriented services by prioritizing service
quality. This is to increase patient satisfaction with health services. The purpose of this study
was to determine the effect of service quality on patient satisfaction at the Kedungdoro Health
Center. This study is a quantitative study with a cross-sectional study design and survey method.
The study population was all patients in November as many as 500 patients. The research
sample was obtained using the Lwanga & Lemeshow formula as many as 180 patients and taken
by the accidental sampling method. The research data were collected using a questionnaire and
the data were analyzed using Multiple Linear Regression.The results showed that the results of
the t-test of service quality variables in the formof physical evidence, reliability,
responsiveness, assurance and empathy partially have a significant positive effect on the patient
satisfaction variable. In addition, the F test showed that all service quality variables
simultaneously or simultaneously had a significant effect on patient satisfaction. Variables of
service quality that need to be evaluated for follow-up to increase patient satisfaction are
elements of physical evidence and empathy..