Hubungan Kualitas Pelayanan Terhadap Kepuasan dan Kepercayaan Pasien Poli Umum di Klinik Medical Specialist Centre Makassar Tahun 2024: The Relationship between Service Quality and Satisfaction and Trust of General Poly Patients at the Makassar Medical Specialist Center Clinic in 2024

AP, A. Rizki Amelia
Nadya, Nur
Gobel, Fatmah Afrianty
Ikhtiar, Muhammad
Multazam, Andi Muhammad
Muchlis, Nurmiati

Journal of Aafiyah Health Research (JAHR)
Vol. 6 No. 1 (2025): JANUARY-JUNE

Abstrak Latar belakang: Semakin tingginya tingkat pendidikan masyarakat menyebabkan masyarakat semakin sadar akan pentingnya kualitas. Tujuan: Untuk menganalisis hubungan kualitas pelayanan terhadap kepuasan dan kepercayaan pasien poli umum Klinik I Medical Specialist Centre Makassar 2024. Metode: Jenis penelitian ini adalah penelitian kuantitatif dengan rancangan cross-sectional. Populasi penelitian ini sebanyak 820 pasien dan sampel sebanyak 90 pasien yang dipilih dengan cara proportionate stratified random sampling.  Data yang terkumpul dianalisis dengan menggunakan uji regresi logistic berganda. Hasil: Hasil penelitian bahwa sebagian besar responden berjenis kelamin perempuan sebanyak 50 (55,6%), responden yang berusia 30-39 sebanyak 36 (40%), pendidikan SMA sebanyak 43 (47,8%) dan pekerjaan karyawan swasta sebanyak 43 (47,8%). Hasil analisis uji chi square menunjukkan bahwa terdapat hubungan variabel tangible (p=0,000), reliability (p=0,000), responsiveness (p=0,000), assurance (p=0,000), emphty (p=0,000) terhadap kepuasan pasien dan terdapat hubungan kepuasan pasien (p=0,006) terhadap kepercayaan pasien. Hasil analisis logistic berganda variabel yang memiliki pengaruh adalah tangibles (p=0,008) dan responseveness (p=0,019). Sedangkan variabel yang tidak memiliki pengaruh yaitu reabiality (p=0,942), assurance (p=0,976) dan empthy (p=0,258). Kesimpulan: Kesimpulan bahwa faktor paling dominan mempengaruhi kepuasan pasien adalah resnponseveness dengan nilai (p=0,019) dan nilai Exp(B) sebesar 18.954. Direkomendasikan Klinik dapat mempertahankan kualitas pelayanan dengan memberikan penyediaan layanan serta tenaga medis yang berkompeten dibidangnya masing-masing. Abstract Background: The higher level of public education causes people to become more aware of the importance of quality. Objective: to analyze the relationship between service quality and patient satisfaction and trust at the I Medical Specialist Center Makassar Clinic 2024. Method: This type of research is a quantitative research design cross-sectional. The population of this study was 820 patients and a sample of 90 patients was selected using this method proportionate stratified random sampling.  The collected data was analyzed using multiple logistic regression tests. Results: The research results showed that the majority of respondents were female, 50 (55.6%), 36 (40%) aged 30-39, 43 (47.8%), high school education and 43 (47.8%) private employees. 8%). Analysis results uji chi square shows that there is a variable relationship tangible (p=0,000), reliability (p=0,000), responsiveness (p=0,000), assurance (p=0,000), emphty (p=0.000) on patient satisfaction and the relationship between patient satisfaction (p=0.006) and patient trust. Analysis results multiple logistics variables that have an influence are tangible (p=0.008) and responseveness (p=0.019). Meanwhile, variables that have no influence are: reabiality (p=0,942), assurance (p=0.976) and empthy (p=0,258). Conclusion: The conclusion is that the most dominant factor influencing patient satisfaction is resnponseveness with a value of (p=0.019) and an Exp(B) value) amounting to 18,954. It is recommended that clinics be able to maintain service quality by providing services and medical personnel who are competent in their respective fields.