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, Tembilahan
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.
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