ANALISIS MUTU PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS WAETUNO KABUPATEN WAKATOBI PROVINSI SULAWESI TENGGARA
Keywords:
Patient Satisfaction, Service Quality, Responsiveness, Reliability, Tangibles, Assurance, EmpathyAbstract
Service quality is an important factor in shaping patient trust in health services. This study aims to analyze the relationship between service quality dimensions (reliability, responsiveness, tangibles, assurance, and empathy) and patient satisfaction at Waetuno Health Center, Wakatobi Regency, Southeast Sulawesi. The research used an analytical survey with a cross-sectional design and involved 164 respondents selected through simple random sampling. Data were analyzed using chi-square and logistic regression tests. The results showed significant relationships between all five service quality dimensions and patient satisfaction (p < 0.05). The most dominant factor influencing patient satisfaction was responsiveness, with an Odds Ratio (OR) of 23.369. The findings suggest that improving the responsiveness of health workers can significantly enhance patient satisfaction.
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