DIMENSI PELAYANAN DALAM MEMBENTUK KEPUASAN DAN CITRA POSITIF PASIEN PADA PUSKESMAS DI KABUPATEN KUANTAN SINGINGI

Abstract

Health services is one of the needs of the community, so now many
emerging businesses to meet these needs, whether committed by the organization
or personally, or by the government. One of them is Puskesmas (community health
center) owned by local government respectively. As a provider of non-profit
health services, making the existing services in the health center is sometimes not
maximal, so the public satisfaction becomes not optimal as well. Ultimately it will
provide a negative public outlook towards the Puskesmas. The purpose of this
study is to analyze the dimensions of service in forming satisfaction and positive
image of patients at health centers in Kuantan Singingi Regency. This research
was conducted in Kuantan Singingi Regency with the sample used is 170
respondents who have been treated at puskesmas. Techniques Data collection
used is a questionnaire with Likert scale. SEM analysis is a hypothesis testing tool
using SmartPLS 4.0 and SPSS 17.00 for windows program. Result of research,
there is influence of service dimension in forming satisfaction and positive image
of patient at puskesmas in Kuantan Singingi Regency. While empathy variable has
no influence to satisfaction and image of organization. In addition, responsiveness
also does not affect the image of the organization. The results of this study
provide managerial implications, namely puskesmas must always improve the
quality of services provided to patients, so as to be able to provide satisfaction
and improve the image of puskesmas in the community.