ABSTRACT

THE EFFECT OF SERVICE QUALITY ON PATIENTS SATISFACTION

IN PUSKESMAS PUNGGELAN 2

BY:

AMIN FADLILAH
NIM 1701005

The purpose of this study was to determine the effect of physical evidence, empathy,
reliability, response, and assurance partially and simultaneously on patient satisfaction.
Researchers conducted research on patients visiting Pukesmas Punggelan 2 in early 2021.
The population in this study were 6814 patients at Pukesmas Punggelan 2 for 3 months.
The sample in this study was taken 100 people. Data were collected using a questionnaire.
The data analysis technique uses multiple linear regression. The quantitative analysis in
this research will be used validity test and reliability test with Cronbach's Alpha. The
classical assumption test includes heteroscedasticity test and normality test.

The results showed that physical evidence, Empathy, Responsiveness, and Assurance
together does not affect Patient Satisfaction for SPSS application program calculation
results obtainedthe value f arithmetic sum of(6.328)> F table (2.316) with significant values of
0.00b.This means that the quality of service does not affect the satisfaction of outpatients at
the Puskesmas Punggelan 2. While reliability, it affects patient satisfaction because the
results of the calculation of the SPSS application program obtained an R value of
0.502a,which means that there is a rather low relationship between service quality and
patient satisfaction at Puskesmas Punggelan 2. The Adjusted R Square value in the table is
0.252 or 25.2% which indicates that the Patient Satisfaction variable is strongly influenced
by service quality variables (Physical Evidence, Empathy, Reliability, Response and
Assurance), while the remaining 74.8% is influenced by other variables not used in this
study.

Therefore, Puskesmas Punggelan 2 must further improve the quality of service in

order to increase patient satisfaction at Puskesmas Punggelan 2, such as repairing waiting
rooms, parking lots, supporting facilities, punctuality of officers, polite attitudes towards
patients, and others.

Keywords: Physical Evidence, Empathy, Reliability, Response, Assurance and Patient

Satisfaction