SERVICE QUALITY AFFECTS PATIENT SATISFACTION
Ramlah K.Bero1,*, Rosida Adam2, Lindanur Sipatu2, Fatlina2

1 Student of PSDKU Management Study Program, Tadulako University, Tojo Una-Una
2 Lecturer of the Department of Management, Faculty of Economics and Business, Tadulako University

Abstract

Puskesmas is a health service so that it must be able to meet the expectations and demands of the community. This study aims to find out and analyze the influence of service quality on patient satisfaction at the East Ampana Health Center, Tojo Una-Una Regency. This type of research is a quantitative research, focusing on finding out the causal relationship with a cross sectional approach. The population in this study is patients who visit the East Ampana Health Center, with a sample of 100 respondents using the accidental sampling technique. The data collection technique uses questionnaires that have been tested for validity and reliability and analyzed using Multiple Linear Regression. The results of the study found that the average variable of service quality consisted of: physical evidence of 3.01, empathy of 3.25, reliability of 3.45, responsiveness of 3.72, guarantee of 4.57. Partially and simultaneously, service quality has a significant effect on patient satisfaction. The adjusted R square value of 35.7% shows that patient satisfaction can be affected by service quality of 35.7%. Patient satisfaction can be improved by providing good and comfortable service.

Keywords: Service Quality, Patient Satisfaction

Topic: Economics