Hubungan Mutu Pelayanan dengan Kepuasan Pasien Rawat Jalan di Puskesmas Batang Kuis Kabupaten Deli Serdang Tahun 2025

Abstract

Increased public awareness of health will result in demands for improved quality of health services. Therefore, service functions need to be improved to provide patient satisfaction. This study aims to analyze the relationship between service quality and outpatient satisfaction at batang kuis public health center, deli serdang regency in 2025. This type of research is quantitative research using an explanatory research approach. The population in this study were patients of the Batang Kuis Health Center, Deli Serdang Regency with the criteria being outpatients. The sample in this study was 99 respondents who were taken using the accidental sampling technique. The analysis method used was the univariate and bivariate analysis method. The results of this study indicate that there is a relationship between reliability (p=0,001), responsiveness (p=0,001), assurance (p=0,001), physical evidence (p=0,001) and empathy (p=0,001) with outpatient satisfaction. This shows that the higher the ability of the Batang Kuis Health Center in providing services according to what was promised, fast service, creating a sense of trust among patients in the Health Center, the ability of the Health Center in providing physical facilities and infrastructure and providing sincere individual attention to patients, the higher the level of satisfaction felt by outpatients. However, according to the assessment of several respondents, the Batang Kuis Health Center has not provided maximum service quality. Therefore, the Batang Kuis Health Center must optimize the quality of service so that patients feel satisfied with the health center's services.