Analisis Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Puskesmas Juanda Samarinda

Abstract

Analysis of Service Quality on Patient Satisfaction at Juanda Public Health Center, Samarinda. The quality of service is inseparable from the dimensions of service quality itself, namely Reliability, Responsiveness, Assurance, Empathy, and Tangibles. Patient satisfaction will be fulfilled if the service provided meets expectations. This study aims to identify and analyze the effect of Service Quality on Patient Satisfaction at Puskesmas Juanda Samarinda. Service quality is an important factor in determining the level of patient satisfaction, especially in public health services.

This study uses a quantitative method, sampling 96 respondents through a survey of patients who received services at Puskesmas Juanda Samarinda. Data analysis was conducted using simple linear regression, employing the t-test (Partial) to determine the influence between one independent variable and one dependent variable, and the coefficient of determination (R²) to assess the extent of the impact of service quality on patient satisfaction, using the SPSS version 22 statistical program.

The results showed that the t-value of 8.223 was greater than the t-table value of 1.989 with a significance level of 0.000, which is less than alpha 0.05. This means that service quality has a significant effect on patient satisfaction at Puskesmas Juanda Samarinda, with an influence percentage of 41.8%, while the remaining 58.2% is influenced by other variables not examined.