Open AccessPATIENT SATISFACTION ANALYSIS BASED ON SERVICE QUALITY ASSESSMENT AND TRUST IN HEALTH FACILITIES
Author(s) -
Agus Aan Adriansyah,
Makki Makki,
Budhi Setianto,
Nikmatus Sa’adah,
Indah Lestari,
Pinky Ayu Marsela Arindis
Publication year - 2021
Publication title -
jurnal riset kesehatan /jurnal riset kesehatan
Language(s) - English
Resource type - Journals
eISSN - 2461-1026
pISSN - 2252-5068
DOI - 10.31983/jrk.v10i2.7529
Subject(s) - patient satisfaction , service quality , service (business) , observational study , quality (philosophy) , family medicine , medicine , logistic regression , sample (material) , sampling (signal processing) , stratified sampling , nursing , psychology , business , marketing , computer science , philosophy , chemistry , epistemology , pathology , chromatography , filter (signal processing) , computer vision
Health centers have an important role to provide the best service to thecommunity. One of the problems in the outpatient installation of theTambelangan Health Center is the decrease in the number of patient visits.It is necessary to evaluate the quality of service so that patients puttheir trust and then reuse the service until they feel satisfied. Thepurpose of this study was to analyze the effect of service quality and truston patient satisfaction. This research is included in the type of analyticobservational using a cross-sectional approach. The sample size is 100patients who seek treatment at the outpatient installation of theTambelangan Health Center. The sampling technique was carried out bysystematic random sampling. Data were obtained directly through theperception of the patient's assessment of the perceived service quality,their trust in the facilities and services received and including thesatisfaction that the patient felt through the questionnaire instrument. Thedata obtained were then analyzed using binary logistic regression. Theresults showed that all patients (86%) stated that the overall dimensions ofservice quality were good, and almost all patients (81%) stated that theyhad believed and almost all respondents (84%) stated that they weresatisfied with the service at the Outpatient Installation of the TambelanganHealth Center. Furthermore, service quality has a significant effect onpatient satisfaction (p-value = 0.022) and trust has a significant effect onpatient satisfaction (p-value = 0.006). The conclusion of the study showsthat service quality and trust can affect patient satisfaction.