Main Article Content

Fahmi Ichwansyah


Socio-demographic factors, health services, patients’ satisfaction, service quality, outpatients, ServQual model


Purpose of This Study: The purpose of the study is to analyze the socio-demographic factors and health service procedures in the Puskesmas on patient satisfaction based on the theory of Service Quality (ServQual) by Parasuraman. This is crucial to create a society that has healthy behaviors which includes awareness, willingness, and ability to a healthy live, able to reach good quality health services, live in a healthy environment and have optimal health status, individually, in families, groups and communities.

Methodology: This study employs quantitative and qualitative approaches with the survey as its major tool. The survey questionnaires were distributed to the samples of 300 people, 100 people in each Puskesmas(Pusat Kesihatan Masyarakat, Community Health Centre) for the survey.While for the qualitative data collection conducted by researchers and 6 personnel experienced enumerators and educated to the degree of public health.The data collection in every Puskesmas conducted by two enumerators by interviewing outpatients who have received services from registration services at the registration counter, one of examination sites, whether in general polyclinic, KIA, family planning, Dental, IGD and the last services received by patient when taking the medicine (pharmacy).

Main Findings: The results showed that the percentages of patients’ satisfaction in three Puskesmas are not much different, the significant difference is responsiveness and empathy element in Puskesmas Kuta Alam. The analysis results of the relationship between socio-demographic and patients’ satisfaction in the three Puskesmas varied.

Applications of This Study: This study is beneficial and useful for the learning process of health services procedures on outpatients’ satisfaction. Hence, health service providers could enhance their service satisfaction delivery.

The novelty of this study: The patient satisfaction level is analyzed through the Service Quality (ServQual) which is connected with the socio-demography of patients and health service procedures based on Standard Operating procedures (SOP), which became a standard set by ISO 9001:2008.


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