Hubungan Dimensi Servqual Dengan Kepuasan Pasien Rawat Jalan Di Puskesmas Banggai: Studi Cross-Sectional Di Wilayah Kepulauan

Chindy Tulyabu; Andi Alim; Lina Fitriani; Ridwan Amiruddin

doi:10.31004/koloni.v5i3.1274

Authors

Chindy Tulyabu Universitas Mega Buana Palopo
Andi Alim Universitas Mega Buana Palopo
Lina Fitriani Universitas Mega Buana Palopo
Ridwan Amiruddin Universitas Hasanuddin

DOI:

https://doi.org/10.31004/koloni.v5i3.1274

Keywords:

service quality, patient satisfaction, SERVQUAL, primary healthcare, Banggai Laut

Abstract

Primary healthcare services in archipelagic areas face challenges related to geographical access, limited resources, and the need to provide timely and reliable care. This study aimed to analyze the relationship between service quality based on the five SERVQUAL dimensions and outpatient satisfaction at Banggai Community Health Center, Banggai Laut Regency. An analytical cross-sectional study was conducted among 100 outpatients recruited using consecutive sampling. Service quality was assessed using 25 SERVQUAL items covering tangibles, reliability, responsiveness, assurance, and empathy, while patient satisfaction was measured using 11 items based on Expectation–Disconfirmation Theory. Data were analyzed using Pearson’s chi-square test, Spearman’s rank correlation, and binary logistic regression at a 5% significance level. Overall, 65.0% of respondents rated service quality as good, and 56.0% reported being satisfied. All SERVQUAL dimensions were significantly associated with patient satisfaction (p<0.001) and demonstrated strong positive correlations. Responsiveness showed the strongest correlation with patient satisfaction (rₛ=0.756), whereas reliability yielded the highest crude odds ratio among the five dimensions (OR=22.222; 95% CI: 7.579–65.160). Overall service quality was strongly correlated with patient satisfaction (rₛ=0.764; p<0.001) and remained significantly associated with satisfaction after adjustment for age and sex (AOR=31.724; 95% CI: 9.413–106.920). These findings indicate that efforts to improve outpatient service quality should prioritize responsiveness, accuracy, and consistency of service delivery while maintaining healthcare provider competence, empathy, and the quality of physical facilities as integral components of the patient experience.

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