THE EFFECTS OF SERVICE QUALITY ON PATIENT’S SATISFACTION IN PUSAT KESIHATAN MASYARAKAT (PUSKESMAS)

Abstract

Service quality is a form of patient assessment of the level of service received with the expected level of service. Satisfaction is a feeling of pleasure or disappointment that someone feels after comparing with the services provided. Patient satisfaction with the quality of health services is needed because it causes patients to be loyal to check their health at health care institutions. This study aims to determine the effect of service quality on patient satisfaction at Puskesmas ISO, and Non-ISO certified viewed from five dimensions of service quality, tangibles, reliability, responsiveness, assurance, and empathy. Data were collected using questionnaires, and samples were taken by purposive sampling in patients who were treated at Puskesmas who had met the requirements of 600 people, namely 300 people from Puskesmas ISO and 300 people from Non-ISO. Data were analysed by using simple linear regression test and multiple linear regression with the help of Amos version 22 software. The results of bivariate tests at Puskesmas ISO, all dimensions namely tangibles, reliability, responsiveness, assurance, empathy and quality of service influence patient satisfaction, while in Puskesmas Non-ISO all dimensions of service quality and service quality do not affect patient satisfaction. The key findings demonstrates quality of service in Puskesmas ISO is better and has an impact on patient satisfaction. This research’s implication offers a guideline on issues of increasing patient satisfaction with the quality of health services, and it is essential for regulatory agencies to examine and improve the quality of public health services.