Analisis Faktor-Faktor yang Mempengaruhi Kepuasan Pasien di Klinik Azizah Medika Bandar Lampung
DOI:
https://doi.org/10.29407/jse.v9i2.1595Keywords:
Service Quality, SERVQUAL, Patient Satisfaction.Abstract
Patient satisfaction is an important indicator in assessing the quality of healthcare services, particularly in outpatient care. This study aims to describe the dimensions of service quality (reliability, responsiveness, assurance, tangible, and empathy) and to analyze the influence of each dimension, as well as their simultaneous effect, on outpatient satisfaction at Azizah Medika Clinic, Bandar Lampung. This study employed a quantitative method with an analytical cross-sectional design. The population consisted of all outpatients at the clinic. Data were collected using questionnaires and analyzed through univariate and bivariate methods using the Pearson correlation test, as well as multivariate analysis using multiple linear regression. The results showed that most respondents rated the quality of service as good across all dimensions, and the level of outpatient satisfaction was also considered good. The Pearson correlation test indicated a positive relationship between each dimension of service quality and patient satisfaction. Simultaneously, all five dimensions of service quality had a significant effect on outpatient satisfaction. In conclusion, service quality comprising reliability, responsiveness, assurance, tangible, and empathy affects outpatient satisfaction. Therefore, continuous improvement in all service quality dimensions is necessary to enhance patient satisfaction and loyalty.
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