Pengaruh Kualitas Pelayanan, Integritas dan Profesionalisme Tenaga Kesehatan Terhadap Kepuasan Pasien Rawat Jalan di Puskesmas Puuwatu dan Puskemas Poasia Kota Kendari
DOI:
https://doi.org/10.47747/snfmi.v3i1.3105Abstract
Health services, integrity, and professionalism are closely related to patient satisfaction because the procedures used to provide services directly affect patients. Patients can feel comfortable and satisfied when the performance of health services they receive matches or even exceeds their expectations. The purpose of this study was to see the effect of service quality, integrity, and professionalism of health workers on outpatient satisfaction at the Poasia and Puuwatu Health Centers in Kendari City. The subjects in this study were 100 outpatients. The analysis technique used was Structural Equation Modeling (SEM) research based on Partial Least Squares (PLS). The results of the study at the Poasia and Puuwatu Health Centers in Kendari City showed a significant effect between service quality and outpatient satisfaction with a p-value of 0%; there was a significant effect between health workers' professionalism and outpatient satisfaction with a p-value of 0.4%, while there was no significant effect between health workers' integrity and outpatient satisfaction with a p-value of 26%. This study concludes that there is a significant influence between the quality of service and the professionalism of health workers on the satisfaction of outpatients, but there is no influence between the integrity of health workers on the satisfaction of outpatients at the Poasia and Puuwatu Health Centers in Kendari City. These findings suggest that improving service quality and enhancing the professionalism of health workers can significantly enhance outpatient satisfaction.
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