Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Puskesmas di Sei Balai Kecamatan Sei Balai Kabupaten Batu Bara

Abstract

Service quality is an effort to provide satisfaction to those who receive services that must be done with an action. Patient satisfaction is one of the most important things in reviewing the quality of service, especially the services provided by an agency to its patients. One of the causes of dissatisfaction is the problem of service quality. If the quality of health services is not improved, it is likely that the number of patients will shrink. However, in service activities, health services at the Sei Balai Health Center there is still the possibility of patient dissatisfaction with services that are not in accordance with the wishes of the community. Service dissatisfaction can come from the cleanliness of the waiting room, the cleanliness of the treatment room, and the negligence of the staff in handling patients. The staff is slow in handling patient complaints, this is because the capacity of this puskesmas is very minimal and there are too many patients who will come for treatment while the Sei Balai puskesmas still lacks human resources in handling patients. The research method used in this research is associative/quantitative research. The basis of this research is a survey namely the distribution of questionnaires to respondents containing questions regarding matters related to research in order to obtain objective and valid data in order to solve existing problems. The sample in this study were 96 people. The research instrument used a questionnaire with a Likert scale. Data analysis was performed using the Partial Least Squares (PLS) program. In this study, the quality of service has a positive effect on patient satisfaction at the Puskesmas in Sei Balai. From the indicators that the puskesmas services are carried out quickly and precisely, X4 is the dominant influence in influencing employee performance. That is, with a cross loading value of 0.835 in the validity test, while the indicator is satisfied that it has obtained quality health services at the Puskesmas as the dominant influence in this study, it is seen in the Y2 indicator which has a cross loading value of 0.890 in the validity test. From the results of the calculation of the data in this study, the R square adjusted value of patient satisfaction is 0.866, this shows that the influence of exogenous variables (quality of service) on endogenous variables (patient satisfaction) is 86.6%, and the remaining 13.4% is influenced by other factors. So it can be said that the service quality variable (x) has a significant influence on patient satisfaction. And based on the results of hypothesis testing, it shows that the relationship between service quality variables and patient satisfaction shows a path coefficient value of 0.931 with a t value of 73.583. This value is greater than the T-table (1.96).