AKREDITASI PUSKESMAS SEBAGAI INTERVENING PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN

Authors

  • Gde Palguna Reganata Fakultas Bisnis, Sosial, Teknologi, dan Humaniora, Universitas Bali Internasional
  • Made Karma Maha Wirajaya Fakultas Ilmu-ilmu Kesehatan, Universitas Bali Internasional

Keywords:

accreditation, patient satisfaction, service quality, puskesmas

Abstract

Background: The role of puskesmas as the spearhead of basic health services with broad assessment is very important to optimize. Quality as a barometer of service must be put forward so that it becomes a culture aimed at patient satisfaction. Objective: to analyze the influence of puskesmas accreditation status in mediating the effect of quality on the satisfaction of puskesmas patients in Denpasar. Methods: The subjects of the study were the puskesmas patients in Denpasar City, while the objects in this study were quality of service, accreditation status, patient satisfaction. Samples were taken randomly using cluster random sampling, which was taken to take representative samples in each district. The taking in the field is done by purposive sampling. Data consisted of patient responses obtained by giving instruments. Data analysis was performed using Path Analysis. Results: Z scores for “Utama” and ‘Paripurna” status accreditation are 1.9601 and 2.7053, respectively. Both values ​​are greater than 1.96 which means the accreditation status is able to mediate the relationship between Service Quality and Patient Satisfaction Coclusion: Service quality could impact patient satisfaction positively and significant where puskesmas accreditation is able to mediate the relationship between service quality and patient satisfaction at the Denpasar City Health Center.

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Published

2020-11-18