HUBUNGAN DIMENSI KUALITAS PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN PADA MASA PANDEMI COVID-19 DI PUSKESMAS MERDEKA PALEMBANG

MAFTI, FITHINIA and Novita, Emma and Mariana, Mariana (2022) HUBUNGAN DIMENSI KUALITAS PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN PADA MASA PANDEMI COVID-19 DI PUSKESMAS MERDEKA PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

Introduction: The visit of patients at Puskesmas Merdeka Palembang during the COVID-19 pandemic decreased from 35,797 visits in 2019 to 13,073 visits in 2020. One of the reasons is people felt worry about contracting COVID-19 when visiting health facilities. Therefore, it is necessary to assess public perceptions regarding the quality of health services so that patients remain confident in getting health services during the COVID-19 pandemic. Assessment of the quality of health services can be seen from patient satisfaction. There are five dimensions of health service quality, namely: tangible, reliability, responsiveness, assurance, and empathy. This study aims to determine the relationship between the dimensions of health service quality and patient satisfaction during the COVID-19 pandemic. Methods: This research is an observational analytic study with a cross-sectional design. Samples were taken by consecutive sampling technique in Merdeka Palembang Public Health Center patients who had met the inclusion and exclusion criteria by using a questionnaire. This research was conducted from October-November 2021 at Puskesmas Merdeka in Palembang. Results: The results of the analysis shows that there is a significant relationship between tangible variables (p=0.019), reliability (p=0.002), responsiveness (p=0.001), assurance (p=0.000), and empathy (p=0.000) with patient satisfaction. . Based on the results of multivariate analysis, it is found that responsiveness is the dominant variable on patient satisfaction at Puskesmas Merdeka Palembang during the COVID-19 pandemic in 2021. Conclusion: There is a correlation between the dimensions of health quality and patient satisfaction at Puskesmas Merdeka Palembang during the COVID-19 pandemic.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Dimensions of Service Quality, Patient Satisfaction, COVID-19
Subjects:	R Medicine > R Medicine (General) > R5-920 Medicine (General)
Divisions:	04-Faculty of Medicine > 11201-Medicine (S1)
Depositing User:	Fithinia Mafti
Date Deposited:	17 Jan 2022 07:11
Last Modified:	23 Jun 2022 05:55
URI:	http://repository.unsri.ac.id/id/eprint/61609

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