| dc.description.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). | en_US |
