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 who visited Pukesmas Punggelan 2 in early
2021. The population 6814 in this study werepatients 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 0.502 a
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
the quality of service 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 infrastructure, punctuality of officers, polite attitudes of
officers towards patients, and others.

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

Patient Satisfaction