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| Advisor(s) | DAMANIK, YUNITA SYAHPUTRI | |
| Author(s) | tanjung, Elsa yolanda | |
| Issued Date | 2026 | |
| Abstract | Patient satisfaction is an important indicator in assessing the quality of health services. Low patient satisfaction can be influenced by various factors, including service quality dimensions such as tangible, reliability, responsiveness, assurance, and empathy. Therefore, it is necessary to conduct a study to determined the relationship between service quality and patient satisfaction. This study aimed to determine the relationship between health service quality dimensions and outpatient satisfaction at UPT Puskesmas Deli Tua in 2026. This research used a quantitative method with a cross-sectional design. The population consisted of all outpatients, with sample of 93 respondents selected using accidental sampling technique. Data were collected using a questionnaire and analyzed using the Chi-Square test with a 95% confidence level (α = 0.05). The results showed that there were significant relationships between tangible (p=0.001), reliability (p=0.002), responsiveness (p=0.020), and empathy (p=0.005) with patient satisfaction. Meanwhile, assurance were not significantly related to patient satisfaction (p=0.150). In conclusion, most dimensions of service quality are associated with patient satisfaction, except assurance. It is recommended that the health center improve service quality, especially in the significantly related dimensions, to enhance patient satisfaction. | 1 |
| Item Type | Skripsi | |
| Keywords | Mutu pelayanan (service quality), kepuasaan pasien (patient satisfaction), puskesmas (health center) | 1 |
| Collection | Fakultas Kesmas, S1 Kesehatan Masyarakat | |
| Publisher | INSTITUT KESEHATAN DELI HUSADA DELI TUA | |
| Submitted Date | 04-08-2026 | |
| Updated Date | 22-09-2026 | |
| URI | No URI | |
| File |
2212021_ElsaYolandaTanjung_Skripsi_S1.pdf
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