Impact of service quality on patient satisfaction at Alalak Health Center, Banjarmasin

Abstract

This study aims to examine the impact of service quality on patient satisfaction at the Alalak Health Center in Banjarmasin. Service quality is measured through five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The research employs a correlational quantitative approach with data collected from 80 patients using questionnaires. Data analysis was conducted using SPSS, including instrument testing, classical assumption testing, multiple linear regression analysis, and hypothesis testing. The results show that, simultaneously, all five dimensions of service quality have a significant effect on patient satisfaction. Partially, reliability, responsiveness, assurance, and empathy significantly influence patient satisfaction, while tangibles do not show a significant effect. Among these, empathy is identified as the most dominant factor influencing satisfaction. The coefficient of determination (R²) indicates that 40.2% of patient satisfaction is explained by the service quality variables. The findings highlight the importance of continuously maintaining and improving service quality in all circumstances. The success of a public health service unit such as a community health center is determined not only by the number of patients served but also by the quality of its service delivery.