Hubungan Kualitas Pelayanan Kesehatan dengan Tingkat Kepuasan Pasien pada Implementasi Integrasi Layanan Primer (ILP) di Puskesmas Tanah Kali Kedinding Surabaya
Studi Observasional Analitik CrossSectional
DOI:
https://doi.org/10.59680/anestesi.v4i3.2597Keywords:
Community Health Center, Healthcare Service Quality, Patient Satisfaction, Primary ServiceIntegration (ILP), SERVPERFAbstract
This study aims to analyze the relationship between healthcare service quality based on SERVPERF dimensions and patient satisfaction in the implementation of Primary Service Integration (ILP) at Puskesmas Tanah Kali Kedinding Surabaya. This research employed an analytic observational cross-sectional design involving 97 respondents selected through consecutive sampling from four active service clusters. Data were collected using the SERVPERF questionnaire consisting of 27 items across five dimensions and a patient satisfaction questionnaire consisting of 10 items. Both instruments demonstrated good validity and reliability, with Pearson correlation values above 0.361 and Cronbach’s Alpha of 0.985. Data analysis included the Shapiro-Wilk test, Principal Component Analysis (PCA), Spearman’s Rho correlation, and multiple linear regression. The results showed that the average SERVPERF score was 113.41/135 (83.9%), while patient satisfaction reached 41.81/50 (83.6%), indicating good service quality and satisfaction levels. PCA confirmed that all SERVPERF dimensions represented a dominant service quality construct. Spearman analysis revealed a strong significant relationship between service quality and patient satisfaction (r = 0.725; p < 0.001). Regression analysis showed that SERVPERF significantly predicted satisfaction, explaining 65.5% of variance. Assurance was the strongest dimension associated with satisfaction, followed by responsiveness and empathy. These findings highlight the importance of improving healthcare workers’ competence, professionalism, and communication to optimize ILP service quality.
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