The Influence of the Dimensions of Quality of Health Services on the Level of Patients Satisfaction at Ayamaru Health Center

Abstract

Background: Health services provided in health care facilities must be of good quality according to the needs of the community. Health center as one of the health service facilities is expected to provide quality services. Objectives: This study aims to determine the effect of the dimensions of quality of health services on the level of patient satisfaction. Methods: This research was conducted at the Ayamaru Health Center, Ayamaru District, Maybrat Regency. The method used in this study is analytic research with a cross sectional approach. Sampling was carried out by means of non-random sampling, namely by accidental sampling, while the sample size was obtained using the Slovin formula with a sample size of 80 respondents. Data were analyzed using statistical analysis with the chi-square test. Result: The results of the study show that the quality of service based on the five dimensions says good univariately, namely reliability 81.2%, responsiveness 95%, assurance 68.8%, empathy 71.2% and physical evidence 65%. Based on the level of patients satisfaction, most patients stated that they were satisfied with the service, namely 63.8%. While the results of the study based on bivariate analysis with the chi-square test, found that there was no significant effect of service quality based on the five dimensions on the level of patients satisfaction, because each p-value > 0.05, namely reliability in obtaining a p-value of 0.127, responsiveness of p-value of 1.000, assurance of p-value of 0.331, empathy of p-value of 0.734 and physical evidence of p-value of 0.165.