THE EFFECT OF SERVICE QUALITY ON THE LEVEL OF SATISFACTION OF PATIENTS AT THE AMINULLAH CLINIC IN TASIKMALAYA CITY
DOI:
https://doi.org/10.33482/jmc.v13i01.393Keywords:
Service Quality, Satisfaction LevelAbstract
Procrastination Background The quality of health services is an important factor in creating patient satisfaction. Optimal service delivery is expected to meet patient expectations and increase satisfaction levels. However, in practice, satisfaction is not always directly influenced by the quality of service received. The purpose of this study is to determine the quality of service, patient satisfaction, and analyze the effect of service quality on the satisfaction level of patients at the Aminullah Primary Clinic. The concepts underlying this study are service quality and satisfaction level. This study used a quantitative method with a correlational descriptive design. A total of 126 respondents were sampled using total sampling. Data collection was conducted using a questionnaire. Data analysis included descriptive data analysis and Spearman's rank correlation test. The results of the study show that service quality is at 73.0%, while patient satisfaction is at 65.1%. The Spearman rank correlation test yielded a value of -0.128 with a significance value of 0.153 (P>0.05), indicating that there is no significant relationship between service quality and patient satisfaction levels. In conclusion, service quality and patient satisfaction levels at the Aminullah Primary Clinic are generally in the moderate category. However, there is no significant relationship between service quality and patient satisfaction levels. Recommendations include the need for comprehensive service improvements and further research using more comprehensive instruments.
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