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ISSN 2063-5346
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THE EFFECT OF HEALTH PERFORMANCE AND SERVICE QUALITY ON PATIENT SATISFACTION AT RIJALI COMMUNITY HEALTH CENTER, AMBON CITY

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Sanri Deasiree Mailoa, Fuad Husain Akbar, Eka Erwansyah, Rasmidar Samad, Ayub Irmadani Anwar, Irene Edith Rieuwpassa
» doi: 10.31838/ecb/2023.12.s3.636

Abstract

Object. This study aims to determine the effect of the performance of health workers and service quality partially or simultaneously on patient satisfaction at the Rijali Community Health Center, Ambon City. Method. Using an analytic observational research method with a cross sectional study approach as a research design. The population in this study were all patients who came to visit the Rijali Public Health Center in Ambon City. The sample in this study amounted to 314 people where the sampling technique used was purposive sampling. Collecting data using a questionnaire with a Likert scale. Data processing using SPSS software. The data analysis tool in this study used a regression test with a p value <0.05. Result. The performance of health workers and the quality of service partially and simultaneously have a positive and significant effect on patient satisfaction. The performance of health workers and service quality is only able to explain patient satisfaction by 69.1%. Conclusion. The better the performance of health workers and the quality of services provided, the higher the level of patient satisfaction. So that the more satisfied patients in receiving services can motivate patients to come to use these health services again.

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