Analysis Of Health Service Quality With Patient Satisfaction In Siulak Mukai Community Health Center Siulak Mukai District, Kerinci Regency

Abstract

Quality of service is the most important thing to pay attention to to achieve the goals of the service provider agency. Based on a survey conducted by patients/patients' families, they were dissatisfied with the physical appearance of the Health Center, for example, the appearance of the building and waiting room, the availability of parking, cleanliness, tidiness, and comfort of the room, and equipment owned by the Health Center, many complained about the uncomfortable Health Center toilets and some damaged ceilings. This study aims to analyze the quality of health services and patient satisfaction at the Health Center. This type of research is cross-sectional. The sample in this study was the number of patient visits, which amounted to 100 respondents. Data were analyzed using Chi-Squere and Logistic Regression. The results showed a significant relationship between tangible (physical evidence), reliability, responsiveness, assurance, and empathy with patient satisfaction at the Siulak Mukai Health Center, Siulak Mukai District, Kerinci Regency. After conducting multiple logistic tests of 3 models, it was found that the most dominant factors influencing patient satisfaction were tangible variables (physical evidence) with a p-value of 0.000, reliability variables with a p-value of 0.001, and empathy variables with a p-value of 0.000.