Faktor – Faktor yang Mempengaruhi Kepuasan Pasien Terhadap Pelayanan Kesehatan di UPTD Puskesmas Jaka Mulya - Juli Megaria Zalukhu; Desridius Chalid (Universitas Malahayati, 2026)
ABSTRACT Patient satisfaction is a crucial indicator of healthcare quality, particularly in primary care facilities such as community health centers. This study used the Servqual model, which measures five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Initial data from interviews with 10 patients showed that satisfaction levels remained below the 95% Minimum Service Standard (SPM), with physical aspects being the most common complaint. Factors such as waiting time, staff friendliness, facility availability, and communication quality also influenced patient satisfaction. Knowing the factors that influence patient satisfaction with health services. Analytical with a cross-sectional design. The sample in this study was a portion of patients who visited the UPTD Jaka Mulya Community Health Center in November 2025, totaling 86 respondents. The sampling technique used was random sampling. The majority of respondents said they were satisfied (70.9%), had good reliability (67.4%), had good responsiveness (77.9%), had good empathy (72.1%), and had good tangibles (80.2%). Reliability, responsiveness, empathy, and tangibles significantly influenced patient satisfaction at the Jaka Mulya Community Health Center (UPTD), with a p-value of 0.05. Reliability, Responsiveness, Empathy, and Tangibility influence patient satisfaction at the Jaka Mulya Community Health Center (UPTD). It is hoped that the health department will address the needs of healthcare workers at each community health center to ensure optimal health services. Keywords: Satisfaction, Reliability, Responsiveness, Empathy, Tangibles. ABSTRAK Kepuasan pasien merupakan indikator penting dalam kualitas pelayanan kesehatan, khususnya pada fasilitas pelayanan primer seperti puskesmas. Model servqual digunakan dalam penelitian ini dengan lima dimensi penilaian yaitu tangibles, reliability, responsiveness, assurance, dan empathy. Data awal melalui wawancara pada 10 pasien menunjukkan bahwa tingkat kepuasan masih berada di bawah Standar Pelayanan Minimal (SPM) 95%, dengan aspek fisik menjadi keluhan terbesar. Faktor-faktor seperti waktu tunggu, keramahan petugas, ketersediaan fasilitas, serta kualitas komunikasi turut memengaruhi kepuasan pasien. Mengetahui faktor – faktor yang mempengaruhi kepuasan pasien terhadap pelayanan kesehatan. Analitik dengan rancangan cross sectional. Sampel dalam penelitian ini adalah sebagian pasien yang berkunjung di UPTD Puskesmas Jaka Mulya pada bulan November 2025 sebanyak 86 responden.Teknik pengambilan sampel menggunakan randoom sampling. Mayoritas responden mengatakan puas (70,9%), Reliability baik (67,4%), Responsiveness baik (77,9%), Empaty baik (72,1%) dan Tangible baik (80,2%). Ada pengaruh Reliability, Responsiveness, Empaty dan Tangible terhadap kepuasan pasien di UPTD Puskesmas Jaka Mulya, dengan nilai p value 0,05. Ada pengaruh Reliability, Responsiveness, Empaty dan Tangible terhadap kepuasan pasien di UPTD Puskesmas Jaka Mulya. Diharapkan dinas kesehatan dapat memperhatikan kebutuhan tenaga kesehatan setiap puskesmas agar pelayanan kesehatan dapat berjalan sebagaimana mestinya. Kata Kunci: Kepuasan, Reliability, Responsiveness, Empaty, Tangible.