HUBUNGAN KUALITAS PELAYANAN DENGAN KEPUASAN PASIEN DI PUSKESMAS SENAPELAN PEKANBARU

Keluhan mengenai waktu tunggu, kejelasan alur, ketersediaan obat, dan komunikasi petugas menunjukkan perlunya evaluasi kualitas pelayanan di Puskesmas Senapelan Pekanbaru. Penelitian ini bertujuan untuk mengetahui hubungan kualitas pelayanan dengan kepuasan pasien. Metode penelitian ini adalah penelitian kuantitatif dengan desain korelasional dan pendekatan yang diguakan adalah cross sectional. Sampel berjumlah 96 pasien yang dipilih dengan teknik accidental sampling. Data dikumpulkan menggunakan kuesioner kualitas pelayanan yang terdiri dari 15 pernyataan berdasarkan lima dimensi SERVQUAL dan kuesioner kepuasan pasien yang terdiri dari 15 pernyataan. Analisis univariat menggunakan distribusi frekuensi, sedangkan analisis bivariat menggunakan uji Chi-Square dengan nilai Continuity Correction. Hasil penelitian menunjukkan bahwa 72 responden (75,0%) menilai kualitas pelayanan dalam kategori baik dan 76 responden (79,2%) berada pada kategori puas. Pada kelompok kualitas pelayanan kurang baik, 15 dari 24 responden (62,5%) merasa tidak puas, sedangkan pada kelompok kualitas pelayanan baik, 67 dari 72 responden (93,1%) merasa puas. Hasil Continuity Correction memperoleh nilai χ² = 30,400, df = 1, dan p < 0,001. Disimpulkan bahwa terdapat hubungan yang signifikan antara kualitas pelayanan dengan kepuasan pasien; penilaian pelayanan yang baik cenderung disertai kepuasan yang lebih tinggi. Puskesmas perlu memprioritaskan perbaikan pada kecepatan pelayanan, ketepatan jadwal, dan waktu tunggu obat.

Complaints regarding waiting time, clarity of service procedures, drug availability, and staff communication indicate the need to evaluate the quality of healthcare services at Senapelan Public Health Center (Puskesmas Senapelan), Pekanbaru. This study aimed to determine the relationship between service quality and patient satisfaction. This quantitative study employed a correlational design with a cross-sectional approach. A total of 96 patients were selected using accidental sampling. Data were collected using a service quality questionnaire consisting of 15 statements based on the five SERVQUAL dimensions and a patient satisfaction questionnaire consisting of 15 statements. Univariate analysis was performed using frequency distributions, while bivariate analysis was conducted using the Chi-Square test with Continuity Correction. The results showed that 72 respondents (75.0%) rated the service quality as good, while 76 respondents (79.2%) were satisfied. Among respondents who rated the service quality as poor, 15 out of 24 (62.5%) were dissatisfied, whereas among those who rated the service quality as good, 67 out of 72 (93.1%) were satisfied. The Continuity Correction test yielded χ² = 30.400, df = 1, and p < 0.001. It was concluded that there was a significant relationship between service quality and patient satisfaction, with better service quality tending to be associated with higher patient satisfaction. The public health center should prioritize improvements in service speed, schedule accuracy, and medication waiting times.