The Influence of Service Quality and Work Discipline on Patient Satisfaction at the Tambah Subur Community Health Center UPTD, Way Bungur District, East Lampung
DOI:
https://doi.org/10.61166/managing.v2i2.55Keywords:
Service Quality, Work Discipline, Patient SatisfactionAbstract
This study aims to analyze the influence of service quality and work discipline on patient satisfaction at UPTD Tambah Subur Health Center. The background of this research is based on the importance of highquality health services and the discipline of healthcare workers in providing optimal services to the community. Patient satisfaction is an important indicator in assessing the success of a health service institution, as it directly reflects the quality of service provided. This research uses a quantitative approach with statistical analysis methods. Data was collected through the distribution of questionnaires to patients who had received services at the Tambah Subur Health Center. The sample was selected using purposive sampling techniques based on predetermined criteria. The independent variables in this study are service quality (X1) and work discipline (X2), while the dependent variable is patient satisfaction (Y). Data were analyzed using multiple linear regression methods to determine the extent of the influence of each independent variable on the dependent variable. The results of the study show that both service quality and work discipline have a positive and significant effect on patient satisfaction, both partially and simultaneously. These findings indicate that improving service quality and employee discipline can be an important strategy in efforts to increase patient satisfaction and public trust in the services provided by Tambah Subur Health Center.
References
Candra Susanto, P., Ulfah Arini, D., Yuntina, L., Panatap Soehaditama, J., & Nuraeni, N. (2024). Konsep Penelitian Kuantitatif: Populasi, Sampel, dan Analisis Data (Sebuah Tinjauan Pustaka). Jurnal Ilmu Multidisplin, 3(1), 1–12. https://doi.org/10.38035/jim.v3i1.504
Eka Hesti, H. P. S. (2024). PENGARUH KUALITAS PELAYANAN KESEHATAN TERHADAP KEPUASAN PASIEN DI RUMAH SAKIT IBNU SINA YW-UMI. AKADEMIK: Jurnal Mahasiswa Ekonomi & Bisnis, 4(2), 727–735. https://doi.org/10.37481/jmeb.v4i2.796
Enas, U. (2020). Pengaruh Kualitas Pelayan Terhadap Kepuasan Pasien Di Puskesmas Imbanagara Kabupaten Ciamis. Jurnal Kesehatan Ilmu Keperawatan, 20(1), 126–133. https://ejurnal.stikes-bth.ac.id/index.php/P3M_JKBTH/user/setLocale/NEW_LOCALE?source=%2Findex.php%2FP3M_JKBTH%2Farticle%2Fview%2F562%2F494
Gobel, R. (2024). Pedoman Perubahan Budaya Kerja Kementerian Kesehatan. Kemenkes RI, 105.
Handayany, G. N. (2020). Kualitas Pelayanan Kefarmasian & Kepuasan Pasien. Media Nusa Creative, 89. http://www.mncpublishing.layout@gmail.com
Hidayatullah, D. S. (2023). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien BPJS Rawat Jalan di Puskesmas Panarukan. Health & Medical Sciences, 1(2), 1–14. https://doi.org/10.47134/phms.v1i2.42
Khatimah, G. K., Cokki, C., & Helmi, M. (2024). Pengaruh kualitas pelayanan terhadap kepuasan pasien di RS YPK Mandiri Jakarta Pusat. In Jurnal Manajemen Bisnis dan Kewirausahaan (Vol. 8, Issue 3, pp. 668–680). https://doi.org/10.24912/jmbk.v8i3.30241
Laila, F. N., & Paramarta, V. (2024). Jurnal Kesehatan Ilmiah Indonesia ( Indonesian Health Scientific Journal ) Pengaruh Kualitas Pelayanan Pada Kepuasan Pasien Dan Konsekuensinya Terhadap Loyalitas di Rumah Sakit 1Universitas Sangga Buana Bandung Jurnal Kesehatan Ilmiah Indonesia ( Indonesi. 9(2).
Nawir, M. (2024). INDIKATOR DISIPLIN KERJA. 10(September), 301–320.
Niartiningsih, A., Nur, N. H., & Paradilla, M. (2025). DI RSUD HAJI PROVINSI SULAWESI SELATAN. 9, 197–202.
Rama Setyawan, D., Hartono, D., & Hafshawaty Pesantren Zainul Hasan, S. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Dan Pemanfaatan Ulang Layanan Rawat Inap Di Rumah Sakit Islam Lumajang. Jurnal Ilmu Kesehatan Mandira Cendikia, 2(10), 340–356. https://journal-mandiracendikia.com/jikmc
Rogahang, A. K. S. T. J. R. . T. J. J. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Rumah Sakit Siloam Sonder. Jurnal Aplikasi Manajemen (JAM), 13(1), 158–165.
Setianingsih, A. (2023). Jurnal Menara Medika https://jurnal.umsb.ac.id/index.php/menaramedika/index JMM 2023 p-ISSN 2622-657X, e-ISSN 2723-6862. 5(2), 159–165.
Tamara, T. (2021). Faktor-Faktor Yang Mempengaruhi Kepuasan Pasien Rawat Inap Terhadap Pelayanan Di Rumah Sakit. Jurnal Kesehatan Dan Masyarakat (Jurnal KeFis), 1(1), 26–31. https://ejournal.insightpower.org/index.php/KeFis/article/view/5/5
Tampubolon, A. (2023). Pengaruh Kualitas Pelayanan Dan Kinerja Karyawan Terhadap Kepuasan Pasien Di Rumah Sakit Umum Yoshua Lubuk Pakam Tahun 2022. Jurnal Mutiara Manajemen, 8(2), 33–44. https://doi.org/10.51544/jmm.v8i2.5284
Vanchapo, A. R., & Magrifoh. (2022). Mutu Pelayanan Kesehatan dan Kepuasan Pasien Penerbit : Tata Mutiara Hidup Indonesia (Issue October).
Winata, D., Lubis, A., & Mustangin. (2024). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rumah Sakit Umum Adhiyaksa, Jakarta. Manajemen Diversitas, 4(1), 54–63.
Yuniar, N. (2024). Transformasi Mutu Pelayanan Kesehatan: Strategi, Inovasi dan Implementasi (Issue July).
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Friska Silvia Vitarina
This work is licensed under a Creative Commons Attribution 4.0 International License.
