Analysis Of The Effect Of Service Quality On Patient Satisfaction At The Obstetrics And Gynecology (Maternal And Child Health–Family Planning) Outpatient Clinic Of Daya Regional General Hospital, Makassar City
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Abstract
Service quality is an important factor in improving hospital services and patient satisfaction. This study aimed to analyze the effect of service quality on patient satisfaction at the Obgyn Clinic (KIA-KB) at RSUD Daya Makassar City. This study used a quantitative method with an observational analytic approach and cross-sectional design. A total of 150 respondents were selected using purposive sampling. Data were collected using a SERVQUAL-based questionnaire consisting of tangibles, reliability, responsiveness, assurance, and empathy. Data were analyzed using chi-square test and multiple linear regression. The results showed that tangibles (p=0.001) and assurance (p=0.000) had a significant effect on patient satisfaction. Reliability (p=0.934), responsiveness (p=0.569), and empathy (p=0.578) had no significant effect. Simultaneously, service quality affected patient satisfaction (F=9.269; p<0.001). Assurance was the most dominant factor (β=0.285). It was concluded that service quality significantly influences patient satisfaction in the Obstetrics and Gynecology (KIA-KB) Clinic at Daya Regional Hospital, Makassar City. Improving service assurance and facilities needs to be prioritized to enhance patient satisfaction.
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