Analisis kualitas pelayanan program pemeriksaan kesehatan gratis dengan metode servqual terhadap kepuasan pasien
DOI: https://doi.org/10.33024/hjk.v20i6.3285
Free Health Check-Ups Patient Satisfaction Service Quality
Abstract
Background: Human resource development in the health sector has driven the implementation of a free health screening program aimed at fostering a healthy, productive, and globally competitive Indonesian population, as mandated by the Minister of Health Decree Number HK.01.07/MENKES/33/2025. Although the Wenang Community Health Center has implemented this program, various technical and non-technical obstacles persist, potentially affecting patient satisfaction. Healthcare service quality is a crucial factor due to its direct impact on patient satisfaction.
Purpose: To analyze the service quality of the free health screening program using the servqual method and to examine the relationship between service quality dimensions and patient satisfaction.
Method: This study employed an observational analytic quantitative design with a cross-sectional approach. A sample of 72 respondents was selected using Slovin's formula. Data were collected via a structured questionnaire that had undergone validity and reliability testing. Data analysis included gap measurement using the Servqual method, as well as statistical analysis using the Chi-Square test (bivariate) and logistic regression (multivariate) to identify variables significantly influencing patient satisfaction.
Results: The average gap scores were negative. Chi-Square analysis yielded p-values < 0.05 for the variables of tangibles, reliability, responsiveness, and empathy. Logistic regression analysis showed that the empathy variable had an Exp(B) value of 23.9. Average gap scores were negative, while the Q-value was < 1.
Conclusion: All dimensions of service quality are associated with patient satisfaction. However, when analyzed simultaneously in a logistic regression model, only the empathy variable demonstrated a significant influence on patient satisfaction regarding the free health check-up program. Furthermore, service quality remains suboptimal. These research findings can serve as a reference for improving healthcare service quality, particularly concerning free health check-up programs at community health centers.
Keywords: Free Health Check-Ups; Patient Satisfaction; Service Quality.
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