Analysis of the Influence of Service Quality on Patient Satisfaction at the Bumidaya Inpatient Health Center, South Lampung Regency
DOI:
https://doi.org/10.35451/jkg.v9i1.3857Keywords:
Service Quality, SERVQUAL, Patient Satisfaction, Community Health Centers, Health ServicesAbstract
The quality of healthcare services is an important factor in improving patient satisfaction, as patient experience is shaped by the comparison between the service received and their expectations. This study aims to analyze the relationship between five dimensions of service quality tangible evidence, reliability, responsiveness, assurance, and empathy with patient satisfaction and to identify the most influential dimensions at the Bumidaya Inpatient Community Health Center (UPTD) in South Lampung Regency. This study employed an analytical survey design with a cross-sectional approach. Respondents consisted of 100 outpatients selected using an accidental sampling method. Data were obtained through a Likert-scale questionnaire that had been tested for validity and reliability, then analyzed using multiple linear regression and Spearman correlation. The results showed that tangible evidence was positively and significantly associated with patient satisfaction (r=0.370; p<0.001), as well as empathy (r=0.317; p=0.001). Meanwhile, reliability (r=-0.060; p=0.556), responsiveness (r=0.189; p=0.060), and assurance (r=0.125; p=0.214) did not show any significant relationship in the bivariate analysis. In the multivariate analysis, physical evidence (β=0.444), responsiveness (β=0.232), and empathy (β=0.252) had a significant relationship with patient satisfaction, with the model explaining 36.4% of the variation in satisfaction. Physical evidence was the most dominant dimension with a standardized beta value of 0.444, higher than empathy (β=0.252) and responsiveness (β=0.232), with a coefficient value 76.2% greater than empathy and 91.4% greater than responsiveness. Improving patient satisfaction should focus on improving comfort and service facilities, increasing staff responsiveness, and strengthening interpersonal communication and empathy in service.
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