Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Puskesmas Garuda Pekanbaru

Hartati, Yeni (2020) Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Puskesmas Garuda Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study aims to determine the effect of service quality on patient satisfaction at Garuda Pekanbaru Public Health Center. The type of this research is explanatory research with a quantitative approach. The sample in this study amounted to 99 people obtained using the Slovin formula. Data collection techniques using nontest techniques consisting of questionnaires, interviews, and observations. The analysis method used is qualitative and quantitative methods. Data analysis was performed using simple linear regression with the help of the IBM SPSS Statistics Version 25 program. From the results of the data analysis, it was concluded that the service quality consisting of tangible, empathy, reability, responsiveness, and assurance aspects at Garuda Pekanbaru Health Center was in a good category. Then patient satisfaction which consists of aspects of access, quality, process, and health service system at Garuda Pekanbaru Health Center is also included in the good category. Furthermore, based on the results of regression analysis, the value of t count (76.314) > t table (1.660) is obtained, which means that service quality has a positive and significant effect on patient satisfaction at Garuda Pekanbaru Public Health Center.

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