ANALISIS KUALITAS PELAYANAN DAN PENGARUHNYA TERHADAP KEPUASAN PASIEN RAWAT JALAN DI PUSKESMAS TINAMBUNG KABUPATEN POLEWALI MANDAR

Novi Aryanti. 2020. Analysis of Service Quality and Its Effect toward Outpatients Satisfaction at Health Center of Tinambung in Polewali Mandar Regency, Supervised by Ahmad Firman and Deddy Rahwandi.
This study proposes to determine and analyze (1) the quality of service from service quality namely tangibles, reliability, responsiveness, assurance, and empathy
partially and simultaneously toward outpatients satisfaction (2) the most dominant variable affects the outpatient's satisfaction.
This study is a case study research with a descriptive quantitative method. The sample used was 98 respondents. The sampling method using accidental sampling. Data collection using a questionnaire. This study used Multiple Linear Regression analysis. The data processing used the SPSS software application for Windows version 25. Based on the results of the study, service quality consisting of Tangibles (X1),Reliability (X2), Responsiveness (X3), Assurance (X4), and Empathy (X5) simultaneously have a significant effect toward outpatient satisfaction. While
partially, the responsiveness variable (X3) and empathy (X5) proved to have a significant effect toward outpatient satisfaction (Y). Tangibles (X1), reliability (X2), and assurance (X4) partially have no significant effect toward outpatient satisfaction (Y).