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Berliani, Lud Riska
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Decision Sciences, Operations Research & Management Environmental Science Social Sciences

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Faktor Determinan Kepuasan Pelayanan Kesehatan Ibu dan Anak di Klinik Zahra Medika Berliani, Lud Riska
Majalah Ilmiah DIAN ILMU Vol 22 No 2 (2023): MAJALAH ILMIAH "DIAN ILMU" APRIL 2023
Publisher : Sekolah Tinggi Ilmu Administrasi (STIA) Pembangunan Jember

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37849/midi.v22i2.322

Abstract

Customer satisfaction is an indicator in assessing service quality. High customer satisfaction is the success of a health facility in providing services. This study aims to analyze the factors that influence maternal and child health (MCH) service satisfaction at the Zahra Medika Clinic, Jember Regency by using the dimensions of tangibles, reliability, responsiveness, assurance and empathy. The research design used was cross-sectional, with the type of observational analytic research. The research sample used was MCH patients who used the services of the Zahra Medika Clinic. Data analysis used a simple logistic regression test followed by multiple logistic regression tests. The hypothesis is declared accepted at the level of α = 5% if the p value < 0.05. The results of data analysis showed that the independent variables tangibles (p=0.005), reliability (p=0.000) and empathy (p=0.005) had an effect on KIA patient service satisfaction while the responsiveness variables (p=0.506) and assurance (p=0.945) had no effect on the satisfaction of MCH services at the Zahra Medika Clinic.
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