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All Journal Research of Service Administration Health and Sains Healthys
David Yosua Kaban
ARS University
Health Professions Public Health

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The Effect of Competence and Service Quality on Outpatient Patient Satisfaction at Dewina Clinic David Yosua Kaban; A. Rohendi; Dadang Kusnadi
Research of Service Administration Health and Sains Healthys Vol. 7 No. 3 (2026): Research of Service Administration Health and Sains Healthys (September)
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/zc7fz569

Abstract

Patient dissatisfaction at primary healthcare facilities has become a systemic problem in North Sumatra, marked by rising public complaints, low revisit intention, and unmet service promises at Dewina Clinic, a private primary clinic whose workload is dominated by BPJS patients at 79.46% of 7,324 annual outpatient visits. This study aims to analyze the influence of healthcare personnel competence and service quality on outpatient satisfaction, both partially and simultaneously. A quantitative method with a descriptive-verificative approach was applied to 100 respondents selected through accidental sampling, and the data were analyzed using multiple linear regression with SPSS version 26. The results show that competence (B = 0.425; t = 5.000; p < 0.05) and service quality (B = 0.342; t = 4.385; p < 0.05) each have a positive and significant partial influence on patient satisfaction, and simultaneously both variables have a significant influence (F = 48.650; p < 0.05) with a contribution of 50.1% (R square = 0.501). Competence is the more dominant variable, with medical knowledge scoring highest (4.45), while staff composure during busy conditions (3.88) and registration waiting time (3.50) are the weakest points. These findings validate the Donabedian structure-process-outcome model. Clinic management is advised to strengthen continuous medical education, digitalize the queue system, and develop staff interpersonal competence to sustain service quality and patient safety.
Co-Authors A. Rohendi Dadang Kusnadi