Analysis Of Service Quality Towards Pregnant Women's Satisfaction Level At The Maternal And Child Health (Kia) Polyclinic, Pasar Masurai Community Health Center, Lembah Masurai District, Merangin Regency

Abstract

Quality service has an impact on the performance of health workers such as pregnant women who undergo examinations, for example, maternal and baby health services which are the performance of midwives. This study aims to analyze the quality of service on the level of satisfaction of pregnant women at the maternal and child health (KIA) clinic, Pasar Masurai Health Center, Lembah Masurai District, Merangin Regency. This type of research is cross-sectional. The sample in this study was the number of patient visits, namely 100 respondents. Data were analyzed using Chi-Squere and Logistic Regression. The results of the research show that there is a significant relationship between tangible (physical evidence), reliability (reliability), responsiveness (responsiveness), assurance (guarantee), empathy (empathy) with the satisfaction of pregnant women at the maternal and child health polyclinic (KIA) Pasar Masurai Community Health Center Lembah Masurai District, Merangin Regency. After carrying out multiple logistic tests from 3 models, it was found that the most dominant factor influencing patient satisfaction was the tangible variable (physical evidence) with a p-value of 0.000, the reliability variable with a p-value of 0.001, and the empathy variable with p -value 0.000.