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Hariyani, Noor
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Dentistry Health Professions Medicine & Pharmacology Nursing Public Health

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DETERMINAN KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PUSKESMAS REMAJA TAHUN 2024 Hariyani, Noor; Wisnuwardani, Ratih Wirapuspita
Jurnal Kesehatan Tambusai Vol. 6 No. 2 (2025): JUNI 2025
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jkt.v6i2.45222

Abstract

Pusat Kesehatan Masyarakat (Puskesmas) berperan sebagai fondasi utama dalam perawatan kesehatan primer dan memiliki dampak signifikan terhadap hasil kesehatan masyarakat. Penelitian ini mengkaji isu penting terkait rendahnya keterlibatan pasien, yang tercermin dari tingkat kunjungan kurang dari 15% di kalangan peserta Jaminan Kesehatan Nasional (JKN) di Puskesmas Remaja Kota Samarinda pada tahun 2024. Penelitian ini menyelidiki pengaruh lima dimensi kualitas layanan: tangibles, responsiveness, reliability, assurance, dan empathy terhadap kepuasan pasien. Dengan desain cross-sectional, data dikumpulkan dari 755 responden melalui survei elektronik yang sesuai dengan standar nasional. Analisis statistik menggunakan metode univariat, bivariat (uji Chi-Square), dan multivariat (regresi logistik multinomial) mengungkapkan bahwa semua dimensi secara signifikan mempengaruhi kepuasan pasien (α < 0.05). Diantaranya, reliability sebagai faktor paling dominan. Pada kategori kepuasan Tidak Baik, level reliability 3 secara signifikan menurunkan kemungkinan pasien melaporkan kepuasan tinggi (p = 0.001; Exp(B) = 0.301). Temuan ini menekankan pentingnya peningkatan reliability sebagai langkah strategis untuk meningkatkan kepuasan pasien dan mendorong pemanfaatan layanan dalam perawatan kesehatan primer.
Analisis Pengaruh Nilai yang Dirasakan dan Kepuasan Terhadap Loyalitas Pasien Puskesmas di Kota Samarinda Hariyani, Noor; Andrianto, Ratno; Rohmah, Nur; Bakhtiar, Rahmat; Pakki, Irfansyah Baharuddin; Lestari, Ida Ayu Indira Dwika; Fitriani, Dian Ayu
Jurnal Ners Vol. 10 No. 2 (2026)
Publisher : Universitas Pahlawan Tuanku Tambusai

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31004/jn.v10i2.55092

Abstract

Service quality in public health centers (Puskesmas) plays a crucial role in shaping patient perceptions and behaviors, which in turn influence patient loyalty. In Samarinda City, declines in patient visits and the achievement of Minimum Service Standards (MSS) indicate ongoing challenges in primary healthcare services. This study aims to analyze the effects of perceived value and patient satisfaction on patient loyalty at Puskesmas. Using a quantitative approach with a cross-sectional design, the study involved 420 respondents selected through cluster random sampling and convenience sampling. Data were collected using questionnaires that had been tested for validity and reliability and were analyzed using path analysis. The results show that perceived value has a positive and significant effect on patient loyalty (β = 0.2405), while patient satisfaction demonstrates a stronger influence on loyalty (β = 0.3410). In addition, patient satisfaction mediates the relationship between perceived value and loyalty, whereas perceived value acts as a mediating variable in the relationship between satisfaction and loyalty. These findings confirm that patient loyalty is shaped not only by direct effects but also through reciprocal mediating relationships between perceived value and patient satisfaction.
Co-Authors Andrianto, Ratno Bakhtiar, Rahmat Fitriani, Dian Ayu Irfansyah Baharuddin Pakki Lestari, Ida Ayu Indira Dwika Nur Rohmah Ratih Wirapuspita Wisnuwardani