The Relationship Between Service Quality and Outpatient Satisfaction at the UPTD Puskesmas Bokat

Abstract

The service quality to the community depends on the individual actor and the system used. Doctors, nurses, and medical and non-medical support staff who work at Community Health Centers must understand how to serve their customers well, especially patients and patient families, because they are the primary consumers at Community Health Centers. The aim of this research is to determine the relationship between service quality and the level of outpatient satisfaction at UPTD Bokat Health Center. The research design used was the Observational Analytical method with a cross-sectional approach. The data obtained was then analyzed univariately, bivariate, and multivariate. The sample in this study consisted of 187 respondents. The tests used are chi-square and logistic regression analysis. The research results show a relationship between service quality and patient satisfaction seen from the bivariate analysis results with each aspect of service quality. The element of Accuracy of service p-value= = 0.000, the part of Ease of obtaining Information p-value = 0.000, and the element of Convenience p-value= = 0.001. The conclusion is that there is a relationship between service quality and outpatient satisfaction at the Bokat Community Health Center UPTD.