Persepsi Pelanggan, Situasi Pelayanan dan Citra Puskesmas berhubungan dengan Kepuasan Pasien
Customer Perception, Service Conditions, and Community Health Center Image Are Associated with Patient Satisfaction
DOI:
https://doi.org/10.53801/jphe.v4i1.334Keywords:
Customer Perception, Service Conditions, Patient SatisfactionAbstract
Background: The health center is a service sector that is able to work directly with the community and provide health services through health services by providing treatment, preventing disease, curing and restoring health. Patient satisfaction with health center services is related to good guarantees, service quality, and responsiveness. Dissatisfaction with service procedures, as well as the comfort of the service environment can make patients not return to the health center and have a major influence on the satisfaction of outpatients at the health center. Aims: The purpose of this study was to determine the relationship between customer perceptions, service situations and health center image on patient satisfaction at the SKJ Depok Health Center in 2024. Method: Quantitative research method with cross-sectional research design. The sample in this study were outpatients at the Health Center with a total of 60 respondents. The data used were primary data distributed through questionnaires. Data analysis was carried out univariately and bivariately using the chi-square test. Result: Based on the results of the study, it shows that there is a relationship between customer perception with p-value = 0.013 (p <0.05), there is a relationship between service situations with p-value = 0.000 (p <0.05), there is a relationship between the image of the health center with p-value = 0.020 (p <0.05) with patient satisfaction at the SKJ Depok Health Center. Conclusion: The conclusion of this study is that there is a relationship between customer perception, service situations and the image of the health center on patient satisfaction at the SKJ Depok Health Center in 2024. Suggestions for health centers are to implement an efficient queuing system that is useful for reducing patient waiting time, ensure that the health services needed by patients are available and can be easily accessed. As well as maintenance of facilities and infrastructure. Health centers must provide adequate facilities and infrastructure.