THE ROLE OF SERVICE QUALITY IN INCREASING PATIENT SATISFACTION AT GAJAH MADA TEMBILAHAN ELDERLY POLI
Keywords:
Service quality, Patient satisfaction, Geriatric Clinic Gajah Mada, Survey method, TembilahanAbstract
This study aims to explore the role of service quality in enhancing patient satisfaction in the Geriatric Clinic of Gajah Mada Primary Health Center in Tembilahan. Service quality is a key factor in providing adequate care and meeting the needs of elderly patients. The study employed a survey method with primary data collection through questionnaires given to 96 patient respondents at the Geriatric Clinic of Gajah Mada Primary Health Center. The questionnaire included questions related to aspects of service quality such as responsiveness, reliability, safety, empathy, and accessibility. The collected data were analyzed using descriptive statistical techniques and regression analysis to identify the relationship between service quality and patient satisfaction. The results of the study showed that patients' perceptions of service quality at the Geriatric Clinic of Gajah Mada Primary Health Center were generally quite positive. The responsiveness of medical and non-medical staff, service reliability, safety in providing care, empathy demonstrated by healthcare personnel, and service accessibility had a significant influence on the level of patient satisfaction. These findings indicate that efforts to improve service quality at the Geriatric Clinic of Gajah Mada Primary Health Center can positively affect patient satisfaction. Based on these findings, it is recommended that the Gajah Mada Primary Health Center enhance aspects of service quality that have a significant impact on patient satisfaction. Improving training and development of medical and non-medical personnel in terms of responsiveness, reliability, safety, empathy, and service accessibility can be effective strategies to enhance service quality in the Geriatric Clinic. Additionally, the use of information and communication technology can also help improve the efficiency and accessibility of healthcare services for elderly patients.
References
Adhyka, N., &Aisyiah, I. K. (2023). Structural Equation Model in Patient Satisfaction of Service Quality in Hospital. 19(06).
Cesariana, C., Juliansyah, F., & Fitriyani, R. (2022). Purchasing Decision Model Through Consumer Satisfaction in the Marketplace: Product Quality and Service Quality (Marketing Management Literature Review).Journal of Educational Management and Social Sciences, 3(1), 211–224.
Dam, S. M., & Dam, T. C. (2021). Relationships between Service Quality, Brand Image, Customer Satisfaction, and Customer Loyalty. Journal of Asian Finance, Economics and Business, 8(3), 585–593. https://doi.org/10.13106/jafeb.2021.vol8.no3.0585
Dharmasetiawan, Bayu Fajar Susanto, Aprilian, Y., & Maulana, R. (2022).OPTIMIZING C-COMMERCE WHATSAPP BUSINESS FOR WHITE CORPORATE ENTREPRENEURS (GUDANG KELAPA DO 'A IBU) TEMBILAHAN KAB. INDRAGIRI. 8(2), 82–89.
Dharmasetiawan, D., Aprilian, Y., Susanto, B. F., Maulana, R., & Widyawati, W. (2022). OPTIMIZING C-COMMERCE WHATSAPP BUSINESS FOR PUTIH CORPORATE ENTREPRENEURS (WAREHOUSES OF KELAPA PRAYER IBU) TEMBILAHAN KAB. INDRAGIRI HILIR RIAU.Selodang Mayang: Scientific Journal of the Regional Development Planning Agency of Indragiri Hilir Regency, 8(2), 82-89.
Ghozali, I. (2014).Structural Equation Modeling, Metode Alternatif dengan Partial Least Square (PLS) (4th ed.). Diponegoro University Publishing Agency.
One in Zelvia Adhri. (2020). Customer Satisfaction and Brand Trust Achievement (Tim Qiara Media (ed.); 1 th). CV. Publisher Qiara Media.
Kotler. (2019).Marketing Management (13 th). Erlangga.
Krisnawati, S. N. (2016). Analysis of the Effect of Service Quality on Customer Satisfaction at SPBU No. 64.751.15 Samarinda.Journal of Business Administration, 4(1), 222–236.
Muchlis, M. (2022). The Effect of E-Satisfaction on Repurchase Intention Through E-Wom E-Commerce Tiktok Shop in Generation Z.Journal of Management Analysis, 118–130.
Novitasari, D. (2022). Hospital Quality Service and Patient Satisfaction: How The Role of Service Excellent and Service Quality? Journal of Information Systems and Management, 01(01), 29–36.
Radiman, R., Wahyuni, S., Jufrizen, J., Muslih, M., Gultom, D., & Farisi, S. (2020).Effect Of Marketing Mix, Service Quality, And University Image On Student Loyalty. https://doi.org/10.4108/eai.8-10-2018.2288715
Safitri, E. (2016). The Influence of Service Quality and Corporate Image on Customer Satisfaction and Service Center Customer Loyalty [Study on Samsung Service Center Customers in Malang City].Journal of Business Economics, 1, 91–94.
Suleiman, S., & Abdulkadir, Y. (2022). Partial least Square Structural Equation Modeling (PLS-SEM) of Patient Satisfaction on Service Quality in Katsina Public Hospitals. Asian Journal of Probability and Statistics, 17(3), 49–60. https://doi.org/10.9734/ajpas/2022/v17i330426
Susanto, B. F., Ahmad, A., Adnan, I. M., Widyawati, W., Maulana, R., & Yusafri, A. (2022). Google My Business Management Training at the Kelapa Prayer Warehouse of Mrs. Tembilahan Indragiri Hilir.ABDIMASY: Journal of Community Service and Empowerment, 3(2), 63-69.
Tjiptono. (2014).Service, Quality & Satisfaction (3th (ed.)). Andi.
