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All Journal JPKMI (Jurnal Publikasi Kesehatan Masyarakat Indonesia) An-Nadaa: Jurnal Kesehatan Masyarakat Health Research Journal of Indonesia Majalah Cendekia Mengabdi Jurnal Abdimas Kesehatan Jurnal Akademika Baiturrahim Jambi
Eddy Rahman, Eddy
Fakultas Kesehatan Masyarakat Universitas Islam Kalimantan (UNISKA) Muhammad Arsyad Al Banjari Banjarmasin
Humanities Dentistry Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Veterinary

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Journal : Jurnal Akademika Baiturrahim Jambi

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Kepuasan Pasien terhadap Mutu Layanan di Puskesmas Banjarbaru Selatan Rahman, Eddy; Mahmudah, Mahmudah; Rahmi, Khalifatur
Jurnal Akademika Baiturrahim Jambi Vol. 14 No. 2 (2025): September
Publisher : Universitas Baiturrahim

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36565/jab.v14i2.948

Abstract

Patient dissatisfaction can be caused by various things, including inefficient time, poor product or service quality, service quality, prices or costs that do not meet patient expectations. Factors causing patient dissatisfaction include the quality of health services that are below standard. Service satisfaction standards are set nationally according to the Minister of Health of the Republic of Indonesia in 2016 concerning Minimum Service Standards for patient satisfaction, namely above 95%. The aim of this research is to identify and analyze the relationship between the quality of health services and patient satisfaction at the South Banjarbaru Community Health Center. This research method is quantitative research with a cross sectional design approach. The population in this study was an average of 1398 patients seeking treatment at Puskesmas Banjarbaru Selatan  2022. The sampling method was 94 respondents using accidental sampling and tested using Chi-Square analysis. Univariate results of patient satisfaction 89.4% satisfied, reliability 84.0% good, responsiveness 92.6% good, assurance 90.4% good, empathy 97.9% good and tangible 88.3% good. The results of this analysis bivariat show that between 5 dimensions of health service quality with patient satisfaction at Puskesmas Banjarbaru Selatan, namely reliability (p-value = 0.000) OR (95% CI) = 22.167 (4.770-103.009), responsiveness (p-value 0.025) OR (95% CI) = 8.571 (1.590-46.199), empathy (p-value=0.010) OR (95% CI) =0,887 (0,043-0,169), tangible (p-value 0.015) OR (95% CI)=7.333 (1.664-32.312) there is a relationship with patient satisfaction at Puskesmas Banjarbaru Selatan, while assurance (p-value=0.052) OR (95% CI) =5.571 (1.140-27.241) has no relationship to patient satisfaction. It is hoped that the community health center can increase the response speed of services, improve facilities and infrastructure so that public complaints can be minimized and the E-puskesmas system can be utilized optimally
Co-Authors Achmad Rizal Akhmad Fauzan Amelia, Millyna Tasya Aquarista, Muhammad Febriza Ariyanto, Edy Asrinawaty Asrinawaty, Asrinawaty Budi Irawan Chandra Chandra Eka Handayani Ernadi, Erwin Hadi, Zuhrupal Hayati, Ridha Ilmi, M. Bahrul Iriyanti, Hilda Jalpi, Agus Mahmudah Mahmudah Meilya Farika Indah, Meilya Farika Norfai Norfai, Norfai Norsita Agustina, Norsita Pauzana, Nada Rahmi, Khalifatur Ranti, Dhisya Wahyudhiya Riza, Yeni Sari, Hijriyana Yunita Setiawand, Muhammad Denny Suryanto, Deni Suryanto, Deny