FAKTOR YANG MEMPENGARUHI KEPUASAN PASIEN TEHADAP TINGKAT PELAYANAN KESEHATAN DI PUSKESMAS KECAMATAN PULAU MERBAU KABUPATEN KEPULAUAN MERANTI
DOI:
https://doi.org/10.32807/jmu.v3i2.110Keywords:
Pengaruh, Kepuasan Pasien, Pelayanan Kesehatan, Influence, Patient Satisfaction, Health ServicesAbstract
Kualitas pelayanan merupakan hal yang terpenting dilakukan perusahaan kepada pelanggan agar tetap loyal menggunakan produk dan pelayanan perusahaan. Kualitas pelayanan menjadi suatu keutamaan yang harus dilakukan perusahaan supaya mampu bertahan dan tetap mendapatkan kepercayaan dari pelanggan. Pelayanan itu sendiri akan dapat terlaksana dengan baik apabila adanya kesadaran dari pegawai dalam memberikan pelayanan serta memenuhi kebutuhan dan kepuasan pelanggan. Prinsip dasar yang perlu dilakukan penyedia jasa adalah memberikan pelayanan jasa yang terbaik, sehingga pelanggan merasa puas. Perasaan puas pelanggan merupakan persepsi yang diterima oleh pelanggan dimana pelayanan yang diterima mendekati kenyataan atau sesuai dengan harapan pelanggan. Penelitian ini bertujuan mengetahui pengaruh kepuasan pasien terhadap pelayanan di Puskesmas Kecamatan Pulau Merbau Kabupaten Kepulauan Meranti. Populasi dalam penelitian ini adalah 2.652 orang. Maka sampel yang diambil adalah sebanyak 93 orang, dengan menggunakan pendapat Lemeshow. Dan teknik pengumpulan data yang digunakan adalah angket dan dokumentasi. Data yang terkumpul dianalisis dengan rumus Regresi Linear Sederhana. Setelah data dianalisa ada pengaruh yang signifikan antara Bukti Fisik dengan Pelayanan kesehatan di Puskesmas Kecamatan Pulau Merbau Kabupaten Kepulauan Meranti dengan nilai R Square 14,9%, tidak ada pengaruh yang signifikan antara Kehandalan dengan Pelayanan kesehatan di Puskesmas Kecamatan Pulau Merbau Kabupaten Kepulauan Meranti, Bahwa ada pengaruh yang signifikan antara Daya Tanggap dengan Pelayanan kesehatan di Puskesmas Kecamatan Pulau Merbau Kabupaten Kepulauan Meranti dengan nilai R Square 11,2%, dan tidak ada pengaruh yang signifikan antara Perhatian dengan Pelayanan kesehatan di Puskesmas Kecamatan Pulau Merbau Kabupaten Kepulauan Meranti.
Abstract
Quality of service is the most important thing the company does to customers in order to remain loyal to using the company's products and services. Service quality is a priority that must be done by the company in order to be able to survive and still get the trust of customers. The service itself will be carried out properly if there is awareness from employees in providing services and meeting customer needs and satisfaction. The basic principle that service providers need to do is to provide the best service, so that customers feel satisfied. Customer satisfaction is a perception received by customers where the service received is close to reality or in accordance with customer expectations. This study aims to determine the effect of patient satisfaction on services at the Puskesmas Pulau Merbau District, Meranti Islands Regency. The population in this study was 2,652 people. So the sample taken is 93 people, using Lemeshow's opinion. And data collection techniques used are questionnaires and documentation. The collected data were analyzed using the Simple Linear Regression formula. After the data was analyzed there was a significant effect between Physical Evidence and health services at the Puskesmas Pulau Merbau District, Meranti Islands Regency with an R Square value of 14.9%, there was no significant effect between reliability and health services at the Puskesmas Pulau Merbau District, Meranti Islands Regency. there is a significant effect between responsiveness and health services at the Puskesmas Pulau Merbau, Meranti Islands Regency with an R Square value of 11.2%, and there is no significant effect between attention and health services at the Puskesmas Pulau Merbau, Meranti Islands Regency.
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