DETERMINAN KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN PUSKESMAS REMAJA TAHUN 2024
DOI:
https://doi.org/10.31004/jkt.v6i2.45222Keywords:
kepuasan pasien, kualitas pelayanan, puskesmasAbstract
Pusat Kesehatan Masyarakat (Puskesmas) berperan sebagai fondasi utama dalam perawatan kesehatan primer dan memiliki dampak signifikan terhadap hasil kesehatan masyarakat. Penelitian ini mengkaji isu penting terkait rendahnya keterlibatan pasien, yang tercermin dari tingkat kunjungan kurang dari 15% di kalangan peserta Jaminan Kesehatan Nasional (JKN) di Puskesmas Remaja Kota Samarinda pada tahun 2024. Penelitian ini menyelidiki pengaruh lima dimensi kualitas layanan: tangibles, responsiveness, reliability, assurance, dan empathy terhadap kepuasan pasien. Dengan desain cross-sectional, data dikumpulkan dari 755 responden melalui survei elektronik yang sesuai dengan standar nasional. Analisis statistik menggunakan metode univariat, bivariat (uji Chi-Square), dan multivariat (regresi logistik multinomial) mengungkapkan bahwa semua dimensi secara signifikan mempengaruhi kepuasan pasien (α < 0.05). Diantaranya, reliability sebagai faktor paling dominan. Pada kategori kepuasan Tidak Baik, level reliability 3 secara signifikan menurunkan kemungkinan pasien melaporkan kepuasan tinggi (p = 0.001; Exp(B) = 0.301). Temuan ini menekankan pentingnya peningkatan reliability sebagai langkah strategis untuk meningkatkan kepuasan pasien dan mendorong pemanfaatan layanan dalam perawatan kesehatan primer.References
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