PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN PADA PUSKESMAS RANTAU KELOYANG KABUPATEN BUNGO

Abstract

This study aims to see and determine the effect of service quality on patient satisfaction at the Rantau Keloyang Health Center, Bungo Regency. The research method used is the associative method with a quantitative approach. In collecting data, researchers conducted a questionnaire/questionnaire which consisted of the independent variable, namely the quality of service and the dependent variable, namely patient satisfaction. Both variables consist of 9 indicators with 30 statement items. All statements are valid, reliable and normally distributed. The number of samples as many as 90 respondents with a sampling technique that is incidental sampling.

The results showed that there was an effect of service quality on patient satisfaction at the Rantau Keloyang Health Center, Bungo Regency, which was shown from the regression coefficient value in a positive and significant direction, meaning that the higher the service quality, the patient satisfaction increased by 0.595. The t-test (partial) shows the results of the Sig value of 0.000 <0.05 or t_count 7,215 > t_table 1,987 which means that Ho is rejected and Ha is accepted. Service quality and patient satisfaction have an R value of 0.610 which is at the level of a strong relationship, while the R Square value is 0.372 or the effect of service quality on patient satisfaction is 37.2% and the remaining 62.8% is influenced by other variables not examined in this study. this research such as employee discipline, communication and employee performance.