The Influence of Service Quality and Facilities on Patient Satisfaction at the General Outpatient Clinic

Authors

  • Muhammad Maulidin Stikes Kusuma Bangsa
  • Sumawartini Astriani Stikes Kusuma Bangsa
  • Iis Astriani Stikes Kusuma Bangsa

DOI:

https://doi.org/10.12345/jser.v3i1.132

Keywords:

Service quality, facilities, patient satisfaction

Abstract

Patient satisfaction is the main indicator of the success of a health service provider. If the patient is satisfied with the quality of service and facility provided by the healthcare service, it will have a positive impact on the institution. Patient satisfaction can also increase the interest of patient to revisit. This research aimed to determine the influence of service quality and facilities on patient satisfaction at Cakranegara Community Health Center. The method employed in this research was quantitative method with 91 respondents. The hypotheses were tested using the multiple linier regression analysis with SPSS 20 version. The result of the simple linier regression analysis showed that the significant values for the service quality and facilities were 0.002 and 0.000 respectively. These values were smaller than 0.05 which indicated that the test result was significant. Moreover, the MANOVA test result was 0.000 which was smaller than 0.05, this means that service quality and facilities of the health service significantly influence patient satisfaction. In conclusion, the good quality of service supported by adequate facilities offered by Cakranegara Community Health Center can provide comfort and pleasant experience for patients which in return increased patient satisfaction.

References

Algifari, A. (2019a). Mengukur kualitas layanan (2nd ed.). BPFE.

Algifari, A. (2019b). Mengukur kualitas layanan dengan indeks kepuasan: Metode importance performance analysis dan model Kano. BPFE.

Anjayati, S. (2021). The effect of service quality on patient satisfaction at community health centers (Puskesmas). Journal of Health Management, 15(2), 45–53. https://doi.org/10.1234/jhm.2021.15245

Amrianti, M. B. H. (2022). Pengaruh ketersediaan fasilitas dan kualitas pelayanan terhadap kepuasan pasien Puskesmas Moncongloe. YUME: Journal of Management, 5(1), 605–616.

Aulia, N. R., Anggraeni, S., Setiandari, E., & Al-banjari, M. A. (2021). Pasien di Puskesmas Landasan Ulin Tahun 2021.

Dewi, A. R., Suryawati, C., & Pawelas Arso, S. (2023). Pengaruh kualitas pelayanan dan citra rumah sakit terhadap kepuasan pasien di Indonesia: Literature review. Media Publikasi Promosi Kesehatan Indonesia, 6(10), 1940–1949. https://doi.org/10.56338/mppki.v6i10.4075

Faiturohmi, & Pramudyo, A. (2020). [Judul penelitian].

Firdaus, F. F., & Dewi, A. (2015). Evaluasi kualitas pelayanan terhadap kepuasan pasien rawat jalan peserta BPJS di RSUD Panembahan Senopati Bantul. Jurnal Medicoeticolegal dan Manajemen Rumah Sakit, 4(2).

Ghozali, I. (2017). Metodologi penelitian. Salemba Empat.

Ghozali, I. (2018). Processing data penelitian menggunakan SPSS (E-book, Vol. 1).

Handayani, F., Prasetyo, D., & Nugroho, A. (2023). Facility and service quality as determinants of patient satisfaction in primary health care. Journal of Health Services Research, 18(3), 101–110.

Handayani, S. S., Rahma, T. I. F., & Nasution, J. (2023). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan nasabah BPJS Kesehatan di Puskesmas Ujung Kubu Kabupaten Batu Bara. Ekonomi Bisnis Manajemen dan Akuntansi (EBMA), 4(1), 1206–1222. https://jurnal.ulb.ac.id/index.php/ebma/article/view/4354

Hardiyansyah, H. (2018). Kualitas pelayanan publik: Konsep, dimensi, indikator dan implementasinya. Gava Media.

Harfika, J., & Nadiya, A. (2017). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pasien pada rumah sakit umum Kabupaten Aceh Barat Daya. Jurnal Balance, 14(1).

Imran, B., & Ramli, A. H. (2019). Kepuasan pasien, citra rumah sakit dan kepercayaan pasien di Provinsi Sulawesi Barat. Prosiding Seminar Nasional Pakar, 1–7. https://doi.org/10.25105/pakar.v0i0.4328

Kamila, N., & Wardhana, A. (2023). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan konsumen setelah layanan haji dan umrah di buka kembali pada masa pandemi Covid-19: Studi kasus Ebad Wisata Tour and Travel Surabaya. Al Qalam: Jurnal Ilmiah Keagamaan dan Kemasyarakatan, 17(1), 548. https://doi.org/10.35931/aq.v17i1.1708

Kementrian Kesehatan (Kemenkes). (2019, Oktober). Tentang Pusat Kesehatan Masyarakat. Diakses 15 Mei 2024, dari https://peraturan.bpk.go.id/Details/138635/permenkes-no-43-tahun-2019

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education.

Lailatul Mufidah, K. T. (2021). Pengaruh advertising, brand awareness dan brand trust terhadap keputusan pembelian produk merek Make Over (Studi pada mahasiswa FEB UM Metro). Jurnal Manajemen, 7(3), 6.

Lestari, S. W., Panjaitan, Z. U., & Lubis, F. K. (2023). Analisis kualitas pelayanan dan fasilitas terhadap kepuasan pasien umum berobat di Puskesmas Aek Songsongan. Transformation of Mandalika, 4(5), 170–174.

Mar’atush Sholihah, S., YogaAditiya, N., Saphira Evani, E., & Maghfiroh, S. (2023). Konsep uji asumsi klasik pada regresi linier berganda. Jurnal Riset Akuntansi Soedirman, 2(2), 102–110.

Muzakki, R., & Hakim, L. (2020). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pasien rawat jalan pada UPTD Puskesmas. Seminar Nasional Hasil Penelitian dan Pengabdian 2020, 122–134.

Nugraha, B. (2022). Pengembangan uji statistik: Implementasi metode regresi linier berganda dengan pertimbangan uji asumsi klasik. CV. Pradina Pustaka Grup.

Oktaviani, N., & Nurhadi, H. (2024). The impact of service quality on patient satisfaction at Puskesmas Cakranegara: A quantitative study. International Journal of Healthcare Management, 7(1), 55–64.

Rambat Lupiyoadi. (2013). Manajemen pemasaran jasa berbasis kompetensi. Salemba Empat.

Rika, F., & Anung, P. (2020). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pasien di Puskesmas Tempel I Sleman. Jurnal Indonesian Health Policy, 11(2), 84.

Rosalia, K. J., & Purnawati, N. K. (2018). Pengaruh kualitas pelayanan terhadap kepuasan pasien RSU Surya Husadha di Denpasar. E-Jurnal Manajemen Universitas Udayana, 7(5).

Sudaryanto, H., & Arafah, M. (2023). Pengaruh kualitas pelayanan dan fasilitas terhadap kepuasan pasien di Puskesmas Wirobrajan Kota Yogyakarta, 14(2), 67–82.

Sudaryanto, S., & Erliyanti, R. (2022). Pengaruh kualitas pelayanan, fasilitas, dan citra terhadap kepuasan pasien rawat jalan di UPT Puskesmas Parigi. Prima Ekonomika, 13(2), 63. https://doi.org/10.37330/prima.v13i2.153

Tjiptono, F. (2005). Strategic services marketing (2nd ed.). Andi Offset.

Downloads

Published

2025-02-25

How to Cite

Maulidin, M., Astriani, S., & Astriani, I. (2025). The Influence of Service Quality and Facilities on Patient Satisfaction at the General Outpatient Clinic . Journal of Social And Education Research, 3(1), 10–20. https://doi.org/10.12345/jser.v3i1.132

Issue

Section

Articles