Mudjid, Rafiqah
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Pengaruh kualitas pelayanan terhadap kepuasan dan kepercayaan pasien di Puskesmas Paccerakang Kota Makassar Mudjid, Rafiqah; Arman, Arman; Gobel, Fatmah Afrianty; Burhanuddin, Nurfardiansyah
Window of Health : Jurnal Kesehatan Vol. 1 No. 3 (Juli, 2018)
Publisher : Fakultas Kesehatan Masyarakat Universitas Muslim Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (711.32 KB) | DOI: 10.33368/woh.v1i3.45

Abstract

Based on data from the medical record of Puskesmas Paccerakang, the number of patient visits in the last three months decreased. In August 2016, the number of patient visits as many as 2389 patients, then in September 2016, the number of patient visits as many as 2134 patients and in October 2016, the number of patient visits decreased to 2021 patients. The purpose to analyze the influence of service quality on patient satisfaction and trust in Puskesmas Paccerakang Kota Makassar. The type of this research is quantitative research with cross sectional study approach. Results from 334 patients were 295 patients (94.6%) and physical evidence was poor and patients were less satisfied 16 patients (72.7%). 293 patients (94.2%) said that Puskesmas Paccerakang staff was reliable and the patients were satisfied. Less reliable and less satisfied patients as many as 15 patients (65.2%). 298 patients (94.0%) said the respondent and the patient were satisfied. Officers are less responsive and patients are less satisfied as many as 14 patients (82.4%). 297 patients (96.1%) said that patients were convinced of the services provided by Puskesmas Police officers and patients were satisfied. Less confident about the services provided and less satisfied patients as many as 21 patients (84.0%). 297 patients (95.8%) were sufficiently empathetic for patients and patients were satisfied. Officers are less empathetic and patients are less satisfied as many as 20 patients (83.3%). The conclusion is that there are influence of service quality which include: tangible, reliability, responsiveness, assurance and empathy through satisfaction of patient trust at Puskesmas Paccerakang Kota Makassar.