The Influence of Service Quality, Human Resources Competence and Service Accessibility on Patient Satisfaction at Urangagung Health Center
Pengaruh Kualitas Layanan, Kompetensi SDM dan Aksesibilitas Pelayanan terhadap Kepuasan Pasien di Puskesmas Urangagung
DOI:
https://doi.org/10.21070/ups.5371Keywords:
Accessibility, Quality of service, Patient Satisfaction, Human ResourcesAbstract
This study aims to examine the influence of service quality, human resource competence (HR), and service accessibility on patient satisfaction in community health centers. The method used in this study is quantitative, by combining literature review and empirical data on patient services obtained based on the results of filling out questionnaires. In this study, the total number of samples was 143 outpatients, and accidental sampling was used as a sampling technique. The data analysis approach used in this study uses Partial Least Square (PLS) through the use of SmartPLS software version 3. that Patient satisfaction is determined by the excellent quality of service, competent human resources and ease of accessibility that we present using the Likert scale assessment. An increase in 3 variables is proven to increase patient satisfaction in health care institutions at all levels.
Keywords: Accessibility, Quality of service, patient satisfaction, Human Resources
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