Andani, Merry (2024) Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasaan Pasien UIR Sehat Pada Klinik Pratama YLPI Riau di Pekanbaru Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasaan Pasien UIR Sehat Pada Klinik Pratama YLPI Riau di Pekanbaru. Masters thesis, Universitas Islam Riau.

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Abstract

This study aims to assess the quality of health services on the satisfaction of Healthy UIR Patients at the YLPI Riau Primary Clinic which is a health facility owned by UIR. There is a problem in the early stages of this study, namely the difference in services received by patients at the YLPI Riau Primary Clinic. The goal to be achieved from this study is the effect of service quality on the satisfaction of UIR Sehat patients at the YLPI Riau Primary Clinic located in Pekanbaru. To measure the quality of health services, this study uses the Serqual (service quality) model developed by Zeithalm and Parasuraman which is widely known by Rater, namely Reliability, Assurancce, Tangibles (physical appearance/evidence), Emphaty, Responsiveness while to measure Patient Satisfaction according to Irawan using factors, namely product quality, price, service quality, emotional factor. In accordance with the formulation of the problem, this study uses a quantitative descriptive approach. The study took nonprobability sampling using the purposive sampling technique. The data of this study was the result of filling out a questionnaire by 100 respondents and 3 informants and then distributed into the SPSS program to find out how the variables were affected. Therefore, from the results of data processing, it is known that the Service Quality variable has a significant effect on the Patient Satisfaction variable at the YLPI Riau Primary Clinic. In general, the quality of service at the YLPI Riau Primary Clinic in Pekanbaru is good enough that the YLPI Riau Primary Clinic must maintain it. Clinic must also reduce the gap that occurs between expectations and reality so that patients do not switch to competitors who provide better services. The results of the study show that the better the quality of service, the higher patient satisfaction will be created

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