Title:
The Influence of Service Quality on Outpatient Satisfaction at Risky Medical Center, Simpangempat District, Tanah Bumbu Regency

Authors:
Endah Sri Bintari, Noormalessta Jhouthy Oktafia, Jakiroh, Abdul Kadir, Pati Matu Jahra, Indonesia

Abstract:

This study aims to analyze the influence of service quality on outpatient satisfaction at Risky Medical Clinic, Simpang Empat District, Tanah Bumbu Regency. Service quality is measured through five main variables: Reliability, Responsiveness, Empathy, Tangibles, and Assurance. The research employs a quantitative approach, using data collected through questionnaires distributed to 100 respondents. Multiple linear regression analysis is used to identify the relationship between independent variables and patient satisfaction as the dependent variable. The findings indicate that all five service quality variables significantly influence patient satisfaction simultaneously. Partially, Reliability and Responsiveness have the most dominant impact on patient satisfaction, while the other variables contribute to a lesser extent. These results confirm that improving service quality, particularly in terms of timeliness and responsiveness of healthcare personnel, is crucial to enhancing patient satisfaction. Therefore, it is recommended that Risky Medical Clinic improve its service standards, especially regarding punctuality and more effective communication with patients.

DOI: https://doi.org/10.51505/IJEBMR.2025.9413