HUBUNGAN KUALITAS PELAYANAN KESEHATAN DENGAN KEPUASAN PASIEN DI PUSKESMAS TAJINAN KABUPATEN MALANG

Background: This study aims to analyze the relationship between the quality of health services and patient satisfaction at the Tajinan Health Center, Malang Regency. The approach used is quantitative with a cross-sectional study design. The sample consisted of 84 respondents who were selected through accidental sampling techniques. Data was collected using a questionnaire that assessed five dimensions of service quality, namely reliability, assurance, tangible, empathy, and responsiveness, as well as patient satisfaction.
Methods: Data collection was carried out using a structured questionnaire. The univariate analysis showed that most respondents rated the quality of service in the “good” category, and 73.8% of respondents felt “satisfied” with the services received. The relationship between variables was tested using the Spearman Correlation test with a significance level of p < 0.05.
Results: Statistical analysis showed a significant relationship between quality of service and patient satisfaction (p = 0.000), with a very strong and positive correlation coefficient (r = 0.807).
Conclusion: The results of the study show that the better the quality of service provided, the higher the level of patient satisfaction. Therefore, it is recommended that the Puskesmas continue to make efforts to improve the quality of services in a sustainable manner to maintain and increase public satisfaction with health services.