The Relationship Between Service Quality and Patient Satisfaction at the General Clinic of Mamburungan Public Health Center, Tarakan City

Abstract

The quality of healthcare services at Puskesmas significantly influences patient satisfaction. Service quality is determined by five elements: Responsiveness, Assurance, Tangible, Empathy, and Reliability. This study aims to examine the relationship between service quality and patient satisfaction at the General Clinic of Mamburungan Public Health Center, Tarakan City. This research is a quantitative descriptive study with a cross-sectional approach. The study population comprises all patients who visited and received healthcare services at the General Clinic of Mamburungan Public Health Center, totaling 240 people. The sample size is 165 respondents, who were selected using purposive sampling. The study identified that the overall service quality at the General Clinic of Mamburungan Public Health Center is generally good (57.6%), with 64.8% of respondents expressing satisfaction with their healthcare services. Statistical analysis using the ChiSquare test obtained p = 0,032 with a Correlation Coefficient of 0.409, concluding a significant relationship between service quality and patient satisfaction. However, the strength of the relationship is weak.