PENGARUH KUALITAS PELAYANAN, KOMPLAIN TERHADAP KEPUASAN PASIEN PADA PUSKESMAS SEGIRI SAMARINDA

Abstract

The objectives of this study are: 1) To determine the effect of reliability on patient satisfaction at the Segiri Samarinda Health Center. 2) To determine the effect of responsiveness on patient satisfaction at the Segiri Samarinda Health Center. 3) To determine the effect of guarantee on patient satisfaction at Puskesmas Segiri Samarinda. 4) To determine the effect of empathy on patient satisfaction at the Segiri Samarinda Health Center. 5) To determine the effect of physical evidence on patient satisfaction at the Segiri Samarinda Health Center. 6) To determine the effect of complaints on patient satisfaction at the Segiri Samarinda Health Center. The theory used in this study is the quality of service and patient satisfaction.

This research was conducted at the Segiri Samarinda Health Center. The sample was taken as many as 100 respondents using the Non Probability Sampling method with a sampling technique using Simple Random Sampling. Data collection by distributing questionnaires using Likert scales to measure each indicator. The analysis tool in this study uses multiple linear regression analysis using the SPSS v26 statistical program tool.

The results showed that 1) The reliability variable has a significant positive effect on patient satisfaction, 2) The responsiveness variable has a positive and significant effect on patient satisfaction,3) The guarantee variable has a positive and significant effect on patient satisfaction,4) The variable of empathy has a positive and significant effect on patient satisfaction,5) Physical evidence variables have a positive and significant effect on patient satisfaction, 6) Variable complaints have a positive and significant effect on patient satisfaction