The Effect of Service Quality on Patient Satisfaction of Olak Kemang Jambi Health Center

Abstract

Patient satisfaction is an important indicator of the quality of health services, it is crucial to
ensure the sustainability of medical services at the health center. The author aims to analyze
the factors that influence outpatient satisfaction at the Puskesmas Olak Kemang Jambi City
during 2024. This study used a quantitative method with a cross-sectional design. The
average outpatient population per month was 503 people, and a sample of 295 people was
selected using the Lemeshow formula with purposive sampling technique. Data analysis
included univariate analysis, bivariate analysis with chi-square test, and multivariate analysis
with multiple logistic regression. The results showed that physical evidence/manifestation,
reliability, responsiveness, and assurance significantly influenced outpatient satisfaction at
the puskesmas, while the empathy dimension did not. This study underscores the impact of
physical evidence, reliability, responsiveness, and assurance on outpatient satisfaction. The
reliability variable, in particular, played a dominant role, with patients who positively rated
the reliability of medical personnel 5.4 times more likely to be satisfied than those who did
not. It is recommended that Olak Kemang Polyclinic in Jambi City conduct a
comprehensive assessment, improve service reliability and responsiveness, and strengthen
service assurance to increase patient satisfaction.