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All Journal Vitalitas Medis : Jurnal Kesehatan Dan Kedokteran
Ghorizatus Nur Suci Arnoviantika
Politeknik Indonusa Surakarta
Health Professions Public Health

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Analisis Kualitas Pelayanan Pendaftaran terhadap Kepuasan Pasien Rawat Jalan di Puskesmas Sangkrah Kota Surakarta Ghorizatus Nur Suci Arnoviantika; Rizka Licia; Sinta Novratilova
Vitalitas Medis : Jurnal Kesehatan dan Kedokteran Vol. 3 No. 4 (2026): Oktober: Vitalitas Medis : Jurnal Kesehatan dan Kedokteran
Publisher : Lembaga Pengembangan Kinerja Dosen

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62383/vimed.v3i4.3409

Abstract

The quality of outpatient registration services remains one of the factors influencing patient satisfaction in primary healthcare facilities. This study aimed to analyze the relationship between registration service quality and outpatient satisfaction at Sangkrah Public Health Center, Surakarta. This research employed a quantitative analytical method with a cross-sectional design. A total of 100 respondents were selected using an accidental sampling technique. Data were collected through a questionnaire based on the five dimensions of Service Quality (SERVQUAL), namely tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using the Fisher-Freeman-Halton Exact Test with a significance level of 0.05. The results showed that all dimensions of service quality were significantly associated with outpatient satisfaction, including tangibles (p=0.000), reliability (p=0.000), responsiveness (p=0.000), assurance (p=0.000), and empathy (p=0.000). These findings indicate that better registration service quality is associated with higher patient satisfaction. The study implies that improvements in physical facilities, reliability, responsiveness, assurance, and staff empathy should be maintained and enhanced to improve patient satisfaction at Sangkrah Public Health Center, Surakarta.
Co-Authors Novratilova, Sinta Rizka Licia