Proceedings of the 2nd Annual International Conference on Business and Public Administration (AICoBPA 2019)

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The Effect of Dimension of the Quality of Health Services on Patient Satisfaction

Study in Community Health Centre of Kemaraya Sub-District

Authors
Nasrul, Riski Amalia Madi, Patwayati
Corresponding Author
Nasrul
Available Online 17 November 2020.
DOI
10.2991/aebmr.k.201116.016How to use a DOI?
Keywords
service quality, reliability, responsiveness, assurance, emphaty
Abstract

The purpose of this study was to determine the effect of service quality dimensions which included physical evidence, reliability, responsiveness, assurance, empathy for the satisfaction of Kemaraya Community Health Centre patients. The samples in this study were patients who had been treated there. The source of data in this study is secondary data, namely a brief history, development, organizational structure, location and primary data of Kemaraya health centre. This research was carried out which originated from the results of the distribution of questionnaires given to patients. Analysis the data used multiple linear regression analysis. The results of the study show that physical evidence, reliability, responsiveness, guarantees, and empathy have a positive and significant effect partially on patient satisfaction. Moreover, service quality in the form of physical evidence, reliability, responsiveness, assurance, empathy together have a positive and significant effect on satisfaction of Kemaraya Community Health Centre patients with significant value 0,000 and F count = 16.143 and have a coefficient of determination (R2) = 0.599.

Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 2nd Annual International Conference on Business and Public Administration (AICoBPA 2019)
Series
Advances in Economics, Business and Management Research
Publication Date
17 November 2020
ISBN
978-94-6239-275-5
ISSN
2352-5428
DOI
10.2991/aebmr.k.201116.016How to use a DOI?
Copyright
© 2020, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

risenwbib
TY  - CONF
AU  - Nasrul
AU  - Riski Amalia Madi
AU  - Patwayati
PY  - 2020
DA  - 2020/11/17
TI  - The Effect of Dimension of the Quality of Health Services on Patient Satisfaction
BT  - Proceedings of the 2nd Annual International Conference on Business and Public Administration (AICoBPA 2019)
PB  - Atlantis Press
SP  - 80
EP  - 84
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.201116.016
DO  - 10.2991/aebmr.k.201116.016
ID  - 2020
ER  -