PATIENT’S SATISFACTION TOWARDS EXCELLENT SERVICE IN PUblic health center PADANG, INDONESIA

Abstract

ABSTRACT

The development of technology and information causes people's knowledge to increase, people are more selective in choosing the service facilities they use. This study aims to determine the effect of excellent service on patient satisfaction at Public Health Center Padang city. This type of research is quantitative with an explanatory research approach. Collecting data using a questionnaire, a total sample of 110 patients was taken using a proportional random sampling technique. Univariate analysis was performed to determine patient characteristics and multivariate analysis using multiple linear regressions to determine the effect. The results obtained from the multiple linear regression test show the effect of variable excellent service simultaneously on patient satisfaction with a significance value of 0.000 < 0.05, and it contributes to patient satisfaction by 68.6%. The resulting models from the stepwise method are models 1,2,3 and 4. In model 4, which is the last model, it shows that of the five variables of excellent service, one has a significant effect on patient satisfaction, namely the tangible variable with a significance value of 0.000 < 0.05. It is hoped that the Public Health Center in the city of Padang can pay attention to aspects of improving the quality of services, specifically paying attention to the tangible conditions in the Public Health Center so that they can give satisfaction to patients.

Keywords: Excellent Service, Patient’s Satisfaction, Public Health Center