The Effect of Quality of Services and Facilities on Patient Satisfaction During the Covid-19 Pandemic at Puskesmas Berbek Nganjuk Regency

Ika Novaliana (), Dyan Arintowati, Muhammad Bawono and Devy Aprilia Ningtyas
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Ika Novaliana: STIE Nganjuk
Dyan Arintowati: STIE Nganjuk
Muhammad Bawono: STIE Nganjuk
Devy Aprilia Ningtyas: STIE Nganjuk

A chapter in Proceedings of the 1st International Conference on Management and Business (ICoMB 2022), 2023, pp 163-170 from Springer

Abstract: Abstract In this study, the aim of this study was to prove the influence of service quality and facilities on patient satisfaction during the Covid-19 pandemic at the Berbek Public Health Center, Nganjuk Regency. The researcher uses a quantitative approach in proving the truth of the research by using a significance rate of 5% in non-probability sampling. The limit of the validity of the sample is calculated using the Slovin formula, the limit of the sample is 100 respondents. The research instrument used a closed questionnaire with 26 statements. The data analysis technique used multiple linear regression with the classical assumption test of normality, linearity, and multicollinearity in hypothesis testing. The results of the study prove that, partially the quality of service has a significant positive effect on patient satisfaction at the Berbek Public Health Center, Nganjuk Regency and the facilities partially have a significant positive effect on patient satisfaction at the Berbek Public Health Center, Nganjuk Regency. So that the quality of services and facilities is proven to simultaneously have a significant effect on patient satisfaction at the Berbek Public Health Center, Nganjuk Regency with a coefficient of determination of 71.4%.

Keywords: Service Quality; Facilities; Satisfaction; Puskesmas (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:spr:advbcp:978-94-6463-160-9_18

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DOI: 10.2991/978-94-6463-160-9_18

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