Kepuasan Pasien Rawat Jalan Ditinjau dari Kualitas Layanan Poli Gigi di UPTD Puskesmas Mayang Kabupaten Jember

Sri Wulandari; Hanif Hadinata Utama; Harmawan Teguh Saputra

doi:10.31539/6749qz54

Authors

Sri Wulandari Universitas PGRI Argopuro Jember
Hanif Hadinata Utama Universitas PGRI Argopuro Jember
Harmawan Teguh Saputra Universitas PGRI Argopuro Jember

DOI:

https://doi.org/10.31539/6749qz54

Abstract

This study aims to analyze the level of outpatient satisfaction in terms of the quality of dental clinic services at the Mayang Community Health Center (Puskesmas Mayang) in Jember Regency. The research method used was a descriptive quantitative study with a survey approach. The study population consisted of 141 dental clinic patients during the last six months of 2024, with a sample of 104 respondents determined using the Slovin formula. Data were collected through a questionnaire structured based on service quality dimensions (reliability, responsiveness, assurance, empathy, and tangibles). Data were then analyzed using descriptive statistics and simple linear regression with SPSS. The results showed that the dental clinic service quality was in the good category, and patient satisfaction was in the satisfactory category. The regression analysis showed that service quality had a positive and significant effect on patient satisfaction, with a coefficient of determination of 19.1%. In conclusion, improving the quality of dental clinic services at the Mayang Community Health Center (Puskesmas Mayang) can increase patient satisfaction, although improvements are still needed in several aspects of service to achieve a more optimal level of satisfaction.

Keywords: Patient Satisfaction, Service Quality, Dental Clinic, Health Services

References

Aliman, N. K., & Mohamad, W. N. (2016). Linking service quality, patients’ satisfaction and behavioral intentions: An investigation on private healthcare in Malaysia. Procedia – Social and Behavioral Sciences, 224, 141–148. https://doi.org/10.1016/j.sbspro.2016.05.419

Anam, M. (2021). Pengaruh kualitas pelayanan, harga, kualitas produk, dan faktor emosional terhadap kepuasan pelanggan. Jurnal Manajemen dan Bisnis, 8(2), 112–124. https://doi.org/10.31289/jmb.v8i2.4567

Creswell, J. W. (2014). Research design: Qualitative, quantitative, and mixed methods approaches (4th ed.). Sage Publications. https://us.sagepub.com

Darmin, D., Sari, N., & Putra, R. (2022). Implementasi kebijakan pelayanan kesehatan berdasarkan Undang-Undang Kesehatan di Indonesia. Jurnal Administrasi Publik, 9(2), 85–97. https://doi.org/10.30596/jap.v9i2.7894

Ghozali, I. (2018). Aplikasi analisis multivariate dengan program IBM SPSS 25. Badan Penerbit Universitas Diponegoro. https://bpundip.ac.id

Hafid, M., & Rahmawati, D. (2020). Analisis faktor-faktor yang memengaruhi kepuasan pasien di puskesmas. Jurnal Kesehatan Masyarakat, 15(1), 45–56. https://doi.org/10.15294/kemas.v15i1.23011

Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). Pearson Education. https://www.pearson.com

Kuncoro, M. (2013). Metode riset untuk bisnis dan ekonomi. Erlangga. https://www.erlangga.co.id

Lestari, S., & Prasetyo, E. (2020). Uji validitas dan reliabilitas instrumen kualitas pelayanan dan kepuasan pelanggan. Jurnal Ilmu Manajemen, 7(1), 55–66. https://doi.org/10.26740/jim.v7n1.p55-66

Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). McGraw-Hill. https://www.mheducation.com

Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405

Oliver, R. L. (1997). Satisfaction: A behavioral perspective on the consumer. McGraw-Hill. https://www.mheducation.com

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1016/S0148-2963(99)00084-3

Pratama, A., Putri, D. A., & Yuliani, S. (2022). Pengaruh daya tanggap dan empati terhadap kepuasan pasien di fasilitas kesehatan tingkat pertama. Jurnal Pelayanan Kesehatan, 13(2), 101–112. https://doi.org/10.20473/jpk.v13i2.2022

Purwanto, A. (2021). Waktu tunggu pelayanan dan kepuasan pasien di fasilitas kesehatan primer. Jurnal Kesehatan Masyarakat Nasional, 16(1), 23–31. https://doi.org/10.21109/kesmas.v16i1.4312

Rahmawati, N. (2021). Analisis kepuasan pasien pada rumah sakit swasta. Jurnal Administrasi Kesehatan Indonesia, 9(1), 44–54. https://doi.org/10.20473/jaki.v9i1.2021

Sari, M., & Ningsih, R. (2020). Pengaruh kualitas pelayanan terhadap kepuasan pasien rumah sakit daerah. Jurnal Manajemen Pelayanan Kesehatan, 23(2), 78–88. https://doi.org/10.22146/jmpk.v23i2.55421

Sari, D. P., Lestari, R., & Hidayat, A. (2021). Faktor dominan kepuasan pasien puskesmas. Jurnal Kesehatan Primer, 6(1), 33–42. https://doi.org/10.31965/jkp.v6i1.312

Setiawan, B., & Nugraha, A. (2019). Pengaruh kualitas layanan terhadap kepuasan pasien rumah sakit. Jurnal Ilmu Kesehatan, 7(2), 95–106. https://doi.org/10.30596/jik.v7i2.3546

Sevilla, C. G., Ochave, J. A., Punsalan, T. G., Regala, B. P., & Uriarte, G. G. (1960). Research methods. Rex Printing Company.

Sugiyono. (2019). Metode penelitian kuantitatif, kualitatif, dan R&D. Alfabeta. https://www.alfabeta.co.id

Tjiptono, F. (2019). Pemasaran jasa: Prinsip, penerapan, dan penelitian. Andi Offset. https://andipublisher.com

Widiyaningsih, R., & Raharusun, P. (2023). Pengaruh kualitas layanan terhadap kepuasan pasien puskesmas. Jurnal Kesehatan Masyarakat Indonesia, 18(2), 89–100. https://doi.org/10.26714/jkmi.18.2.2023

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm (7th ed.). McGraw-Hill. https://www.mheducation.com

Zeithaml, V. A., & Bitner, M. J. (2003). Services marketing: Integrating customer focus across the firm. McGraw-Hill.