Relationship Between Service Quality and Patient Satisfaction Level in Health Laboratory UPTD of Kerinci Regency

Abstract

The quality of health services is the level of excellence of health services that can meet the needs of patients provided by medical personnel, paramedics, and medical support. The excellence of health services provided includes aspects of reliability, responsiveness, assurance, empathy, and tangibility. This study aims to determine the relationship between the quality of health services and the level of patient satisfaction at the UPTD Labkesda Kerinci Regency. The research method used is quantitative with a cross-sectional approach with univariate, bivariate, and multivariate analysis of binary logistic regression tests. The population of this study was all patients who visited the UPTD Labkesda Kerinci Regency, and samples were taken by accidental sampling of 200 patients. The results showed that assurance had a sig-p value of 0.010 < 0.05, empathy had a sig-p value of 0.001 < 0.05, and responsiveness had a sig-p value of 0.034 < 0.05. This study concludes that there is an influence of assurance, empathy, and responsiveness on patient satisfaction at the UPTD Labkesda Kerinci Regency, while reliability and physical evidence do not influence patient satisfaction at the UPTD Labkesda Kerinci Regency.