Hubungan Kualitas Pelayanan Kesehatan dengan Kepuasan Pasien Rawat Jalan di Puskesmas Kabanjahe

Abstract

The quality of healthcare services is a crucial factor in determining patient satisfaction, particularly in outpatient services. This study aims to examine the relationship between the quality of healthcare services including five main dimensions: reliability, responsiveness, assurance, empathy, and tangibles and the satisfaction level of outpatients at the Kabanjahe Health Center. Quality healthcare not only enhances patient comfort but also serves as an essential indicator of the overall effectiveness of the health system and the improvement of public health service quality. This research used a quantitative method with a cross-sectional design. The sample consisted of 237 outpatients selected using accidental sampling technique. Data were collected through questionnaires and analyzed using the Pearson Product Moment correlation test. The results showed that all five dimensions of service quality had a significant relationship with patient satisfaction (p < 0,05). Most respondents reported being very satisfied with the services received, especially in the dimensions of empathy and assurance, which are considered essential in building patient trust. The study concludes that the better the quality of service provided, the higher the level of patient satisfaction. These findings are expected to serve as a basis for recommendations and strategies for the Kabanjahe Health Center in continuously evaluating and improving healthcare services that are sustainable and patient-centered.