Analysis Of Service Quality Towards Public Satisfaction Post Accreditation At Kemantan Public Health Center, Air Hangat Timut District Kerinci Regency

Abstract

Quality of service is the most important thing to pay attention to to achieve the goals of the
service-providing agency. Based on surveys conducted by patients/families, patients are not
satisfied with the physical appearance of the Puskesmas, for example, the appearance of the
building and waiting room, the availability of parking, cleanliness, tidiness, and comfort of
the room, as well as the equipment owned by the Puskesmas, many complain that the
Puskesmas toilets are less comfortable and some damaged ceiling. This study aims to
analyze the quality of health services and patient satisfaction at the Kemantan Community
Health Center, Air Hangat Timur District, Kerinci 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 patient satisfaction at the Kemantan Community Health Center, Air Hangat Timur
District, Kerinci 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.