Pengaruh Kualitas Pelayanan Kesehatan terhadap Kepuasan Pasien Rawat Jalan di UPT Puskesmas Padang Bulan Tahun 2023

Abstract

The quality of health services is the level of suitability of services provided based on standards and codes of ethics in serving patients which has an impact on patient satisfaction (Muninjaya, 2014). Through Permenpan Number 14 of 2014 concerning service standard guidelines, it is explained that every Public Service Provider is obliged to determine and implement Public Service Standards for each type of service. Poor service quality certainly has a negative impact on customer satisfaction which is in line with damaging the good image of an agency. Apart from achieving the target for the quality of health services provided which has not been optimal, the achievement of patient satisfaction is based on the Community Satisfaction Index (IKM). This study aims to determine The influence of service quality on outpatient satisfaction at UPT Puskesmas Padang Bulan in 2023. To explain the relationship between employee service quality and patient satisfaction towards interest in repeat outpatient visits at Padang Bulan Health Center in 2023. This research uses quantitative research methods with a cross sectional research design. With a research design using the correlation method to find the relationship between variabel. There is a relationship between reliability and patient satisfaction in outpatients at the Padang Bulan Health Center, with a p value of 0.000, which means (p value 0.05), a relationship between responsiveness and patient satisfaction in outpatients at the Padang Bulan Health Center, with a p value of 0.000 which means (p value 0.05) a direct guarantee relationship with patient satisfaction for outpatients at the Padang Bulan Health Center, with a p value of 0.019 which means (p value 0.05) a relationship between empathy and patient satisfaction for outpatients at the Padan Health Center Month, with a p value of 0.001 which means (p value 0.05) the relationship between direct evidence and patient satisfaction in outpatients at the Padang Bulan Health Center, with a p value of 0.001 which means (p value 0.05) then Ha is accepted and Ho rejected, which means there is a relationship between service quality variabels and direct evidence indicators with patient satisfaction variabels.