Research


PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS SIMOLAWANG SURABAYA

By ACHMAD MUHAJIR | NIM: 2021009 | Skripsi | S-1 Administrasi Rumah Sakit 2024

The community health center (Puskesmas) is is responsible for providing first-level health services in a comprehensive, integrated and sustainable. Based on the results of observations, we found that there were complaints or patient dissatisfaction regarding medical services, namely queues for patient registration, pharmacy services, and waiting times for medicines at the Simolawang community health center. Patient dissatisfaction with the quality of services provided is a problem that needs to be followed up. Because service quality has a positive relationship with consumer satisfaction, high service quality results in high consumer satisfaction. This research uses quantitative methods with a cross-sectional research design. With a sample of 55 respondents, sampling used Simple Random Sampling. And using a simple linear regression test. The variables used in this study are independent variables (service quality) and dependent variables (patient satisfaction). The results of the study showed a significant influence between service quality and patient satisfaction. The significance value is very low (0.000). Indicates a significant influence between service quality and patient satisfaction. The quality of service at the Simolawang community health center can be considered very effective in creating high satisfaction among patients who utilize the facilities and services at the Simolawang community health center. This effectiveness measurement is carried out through a patient satisfaction survey and service quality assessment. This approach not only produces a high level of satisfaction, but also reflects ongoing efforts to improve the quality of health services for the Community
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