The Analysis Quality of Service with Outpatient Satisfaction Participants of Social Security Administrator in Ge’tengan Public Health Center, Tana Toraja Regency

Abstract

The quality of service is an effort to fulfill the needs accompaniing by the wishes of consumers and the accuracy of the way of delivery in order to meet the expectations and satisfaction of those customers. The quality of service is one of the things that relates to customer satisfaction in this case the patient. The next effect will continue in the process of forming an improved public health center image. This research aims to find out the relationship of service quality based on the dimensions of comfort, timeliness, information and affordability of access with the satisfaction of outpatient participants BPJS PBI in Ge'tengan Public Health Center Tana Toraja Regency. This type of research is quantitative research using cross-sectional study design. This type of research is quantitative research using cross-sectional study design. The population in this study was 10,445 people. Sampling using side accidental, obtained samples as many as 96 respondents. The instruments used in this study were questionnaires and then the data was processed using the Statistical Package for the Social Sciences SPSS program. As well as the analysis used is univariate analysis and bivariate analysis. The results of the study obtained variables related to the satisfaction of outpatient participants BPJS PBI in The Center for Public Health Ge'tengan Tana Toraja district is the dimension of comfort p = 0,000, punctuality p = 0,000, and information p = 0.048. While the variables that are not related to the satisfaction of outpatient participants BPJS PBI participants is the dimension of affordability of access p= 0.959.