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Khoidar Amirus
Program Studi Kesehatan Masyarakat Universitas Malahayati
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DIMENSI SERVQUAL DAN KEPUASAN PASIEN: STUDI PADA PELAYANAN RAWAT JALAN KLINIK BIDDOKKES POLDA LAMPUNG Lina Oktavia; Wayan Aryawati; Khoidar Amirus; Dessy Hermawan; Arifki Zainaro
HEALTHY : Jurnal Inovasi Riset Ilmu Kesehatan Vol. 5 No. 4 (2026)
Publisher : Pusat Pengembangan Pendidikan dan Penelitian Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.51878/healthy.v5i4.14264

Abstract

ABSTRACT Patient satisfaction is an important indicator in assessing the quality of healthcare services, particularly in primary healthcare facilities that serve as the entry point of the healthcare system. This study aimed to analyze the relationship between service quality dimensions based on the SERVQUAL approach, namely tangible, reliability, and responsiveness, with patient satisfaction at the Biddokkes Clinic of the Lampung Regional Police, and to identify the most dominant dimension associated with patient satisfaction. This study used a quantitative research design with an analytical approach. Data were collected using a patient satisfaction measurement instrument based on the SERVQUAL dimensions and analyzed using multiple logistic regression to determine the simultaneous relationship between variables and identify the most dominant factor. The results showed that the tangible dimension was significantly associated with patient satisfaction and was the most dominant factor after controlling for other variables (p<0.05; OR=[OR value]). The OR value indicated that patients who perceived better tangible service aspects had [OR value] times higher odds of being satisfied compared with patients who perceived lower service quality. This study concludes that improving healthcare service quality should prioritize the tangible aspects, including facility conditions, service area comfort, and availability of supporting facilities, as a basis for improving healthcare quality at the Biddokkes Clinic of the Lampung Regional Police. ABSTRAK Kepuasan pasien merupakan salah satu indikator penting dalam penilaian mutu pelayanan kesehatan, khususnya pada fasilitas pelayanan kesehatan primer yang berperan sebagai pintu masuk sistem kesehatan. Penelitian ini bertujuan untuk menganalisis hubungan dimensi mutu pelayanan berdasarkan pendekatan SERVQUAL, yaitu tangible, reliability, dan responsiveness, dengan kepuasan pasien di Klinik Biddokkes Polda Lampung serta mengidentifikasi dimensi yang paling dominan berhubungan dengan kepuasan pasien. Penelitian ini menggunakan desain kuantitatif dengan pendekatan analitik. Data dikumpulkan melalui instrumen pengukuran kepuasan pasien berdasarkan dimensi SERVQUAL dan dianalisis menggunakan regresi logistik berganda untuk mengetahui hubungan antarvariabel secara simultan serta menentukan faktor yang paling dominan. Hasil penelitian menunjukkan bahwa dimensi tangible berhubungan signifikan dengan kepuasan pasien dan menjadi faktor yang paling dominan setelah dikontrol oleh variabel lainnya (p<0,05; OR=[nilai OR]). Nilai OR tersebut menunjukkan bahwa pasien dengan penilaian lebih baik terhadap aspek tangible memiliki peluang sebesar [nilai OR] kali lebih tinggi untuk merasa puas dibandingkan pasien dengan penilaian yang lebih rendah. Penelitian ini menyimpulkan bahwa peningkatan mutu pelayanan perlu diprioritaskan pada aspek tangible, seperti kondisi fasilitas, kenyamanan ruang pelayanan, dan ketersediaan sarana pendukung, sebagai dasar perbaikan kualitas layanan kesehatan di Klinik Biddokkes Polda Lampung.
Co-Authors Abnurama, Lu'lu Nabila Achmad Farich Adelia, Martha Adli, Mulki Agung Aji Perdana AHMAD ANSORI Akhmad Kheru Dermawan Akhmalbih, Muhamad Aknes Yulyanto Alharomain, Eko M. Atiq Alwa Ayu Azzahra Alwa Ayu Azzahra Amanda, Mansura Feby Ambar Budi yanto Ambia Nurdin Amir Sariffudin Andoko Andoko Anisa, Zahra Anita Anita Aprianita Aprianita Apriwesa, Teloe Ardana, Veronika Arham, Noeroel Ari Budianto Arlindova, Ardinda Aryawati, Wayan ashari, Hernandi Astriana Astriana Aulyya Rahmah Awaliyah, Kharismatul Beauty, Belinda Apriannanti Belinda Apriannanti Beauty Bernika Mutiara Chanita Sari Manulang Chanita Sari Manulang Christin Angelina Febriani Christin Angelina Febrianti Dainty Maternity Dalfian Dalfian Dalfian Dalfian Dalfian, Dalfian Damayanti, Septiyana Dekotyanti, Trivira Delima Selviyani Putri Deni Ardiansyah Desi Paramita Desna Sari Putri Dhini Easter Yanyi Diah Adelia Emilda Diah Astika Winahyu Dias Dumaika Dina Dwi Nuryani Dina Dwi Nuryani Dinarti, Wita Dwi Nuryani, Dina Dwi Ruth Rahayuning Asih Budi Easter Yanti, Dhiny Easter Yanti, Dhiny Echa Rafika Eka Sari Siregar, Fitri Eka Yuliana Ekasari, Fitri Eko Purnanto Eliza Eka Nurmala Elsa Rizki Lilian Nofita Sari Elva Nuryanti Eni Herleni Ermasari, Anissa Erna Safitri Evayanti, Lely Farah Ulya Suryadana Farich, Achmad Fatma Helna Fazirah, Aldy Febriani Putri, Devita Febriani, Christin Febrianti Febrianti Ferizal Masra Fina Apriliana Fitri Eka Sari Siregar Fitri Ekasari Fitri Ekasari Gunawan Irianto Hafiratul Fitri Usfa Hardini Ariningrum Hasbie, Neno Fitriyani Heni Herdanela Henindita Anggra Swastika Henri Setiawan Hermawan, Dessy Hikmah Ifayanti Ida Maya Meika Sari Iing Lukman Ika Sudirahayu Indra Kumala Indriyani, Annisa Irianto, Torry Duet Iskandar, Fryiska Fauziah Islalia, Indah Ismunarti, Diah Ita Paramitha Jovasco Allenfaza Karbito Karbito Karbito Karbito, Karbito Lathifah, Neneng Siti Lensoni Lensoni Lina Oktavia Lolita Sari Lolita Sary Luci Andriani M. Arifki Zainaro Majid, Ijlal Manulang, Chanita Sari Mariawati Mariawati Mariza, Ana Marleza Adriyani Marliyana Marliyana Masdiana Masdiana Maysura, Futry Meliyana, Rossy Milanisa Nur Azizah Mira Puspita Mislianti Mislianti Mochammad Aulia Febriansyah Monica Ramadayanti, Desty Muhani, Nova Muslim Amin Nani Soleha Nelya Retika Niputu Sudiadnyani Nova Muhani Nova Muhani Nova Muhani Nova Nur Aziyah Zamil Nur Maya Sari Nurdin, Ambia Nurfazira, Nurfazira Nurhalina Sari Pangaribuan, Betseba Natalia Prayoga Yushananta Prihantoro Prihantoro Purnama, Ade Sinta Putri, Desna Sari Putri, Ratna Dewi Rahmandini, Hafizhah Harjiati Ramadhani, Andesta Rega Wahyudi Retika, Nelya Retnaningsih, Agustina Ria Putriono Ridwan Ridwan Rika Yulendasari Ririn Wulandari Riyanti Riyanti Riyanti Riyanti Romadon, Fiqri Ardiansyah Saeffurqon Saeffurqon Safitri, Devi Nilam Laila Samino Samino Samino Samino Samino Samino Samino Samino Samino Samino Saputri, Firdha Azzahra Saradiah Mariana Natapradja Sari, Fitri Eka Siti Mariam Sri Wulandari Sunarsih Sunarsih Suri, Biantara Susilawati Susilawati SUWITO SUWITO Swastika, Henindita Anggra Taufiqqurokhim Taufiqqurokhim terta, Riesca lavenia trio pranoto Trisia Dira Yuniar Trisna Nur Aqilla Fadia Haya Usfa, Hafiratul Fitri Uswatul Hasanah, Uswatul Vera Lesmana Vera Yulyani Vivi Septiana Wahyu Karhiwikarta Wayan Aryawati Welly Rizkianti Winahyu, Diah Astika Wiwin Lestari Yahdhiani Nurindahsari Yanti, Dhiny Yanti, Dhiny Easter Yogi Ari Ghopican Yuli Yandara Yuli Yantina Yulianti Yulianti Yulyani, Vera Yuniar Herdarini Utami Yuniar, Trisia Dira Yuviska, Ike Ate Zaenal Abidin Zaitunah Zaitunah Zatalini, Nabila Zitunah, Zitunah