THE EFFECT OF SERVICE QUALITY ON PATIENT SATISFACTION AT PUTI CLINIC LUBUK ALUNG

Abstract

Patient visits at the Puti Lubuk ALung Clinic experience unstable fluctuations every month and there are still complaints of service. Therefore, this study aims to: (1) determine which indicators are the most dominant of service quality and patient satisfaction; (2) To determine the effect of service quality on patient satisfaction; (3) To find out how much influence service quality has on patient satisfaction at the Puti Lubuk Alung Clinic. The indicators that determine service quality according to Kotler (2016) include reliability, responsiveness, assurance, empathy, and tangible or direct evidence. Meanwhile, according to Tjiptono (2014: 101) patient satisfaction includes the suitability of expectations, interest in revisiting, and willingness to recommend. Research data is primary data obtained from the results of distributing questionnaires (questionnaires) to 99 respondents. The data analysis technique used simple linear regression analysis, coefficient of determination, and hypothesis testing t. The results of data analysis show that (1) the most dominant service quality indicator is reliability with an average value of 4.11 and a TCR of 82.11%, while the dominant indicator of patient satisfaction is the conformity of expectations with an average of 4.17 with a TCR of 83.38%; (2) service quality has a positive effect on patient satisfaction at the Puti Lubuk Alung Clinic; (3) service quality has a significant effect on patient satisfaction by 44.5%.