THE INFLUENCE OF SERVICE PERFORMANCE AND HEALTH SERVICE QUALITY ON PATIENT SATISFACTION LEVELS AT THE MUARA LAWAI VILLAGE COMMUNITY HEALTH CENTER, LAHAT DISTRICT

Abstract

Health care facilities are required to provide quality services according to patient needs. One strategy to achieve this is to increase service efficiency and provide real responses while still upholding superior service standards, especially for patients. The level of satisfaction at the Muara Lawai Village Health Center, Lahat Regency has not reached the optimal standard, thus encouraging this study to examine various factors that influence patient satisfaction at the facility, with a special focus on Service Performance and Service Quality. This study was conducted at the Muara Lawai Village Health Center, Lahat Regency using quantitative/statistical research methodology. Participants in this study were patients who received services at the Muara Lawai Village Health Center, Lahat Regency. The measuring instruments used included Service Performance, Service Quality, and Patient Satisfaction, each of which was developed independently based on its respective indicators. Hypothesis validation was carried out using the F-test and t-test. The findings of the study indicate that: First, Service Performance significantly affects Patient Satisfaction; Second, Service Quality has a positive effect on Patient Satisfaction; Third, Service Performance and Service Quality have a positive effect on Patient Satisfaction Levels when considered together. As a result, this study concluded that increasing Patient Satisfaction can be achieved through improving Service Performance and Service Quality. The results of the study further confirmed that: First, Service Performance affects Patient Satisfaction; Second, Service Quality positively affects Patient Satisfaction; Third, Service Performance and Service Quality collectively have a positive effect on Patient Satisfaction Level. Therefore, it can be concluded that improving Service Performance and Service Quality leads to improving Patient Satisfaction.