Salsabiil Yudit Teya, . (2025) Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien di Klinik X Jakarta Selatan Tahun 2024. Tesis thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Cinics as primary healthcare services play an important role in shaping patient satisfaction. Klinik X revealed patient complaints related to service quality, particularly regarding facility cleanliness and consultation waiting time, which impact overall patient satisfaction at Klinik X. This study analyzed the influence of service quality on patient satisfaction at Klinik X in South Jakarta using a quantitative cross-sectional approach with 108 respondents selected through purposive sampling. Data were collected using an online questionnaire via Google Form and analyzed with logistic regression. A total of 63.9% of respondents were satisfied; the majority were aged ≥30 years, female, and paid out-of-pocket. There was a significant influence of responsiveness (p = 0.049; OR = 0.023), tangibles (p = 0.001; OR = 27.883), and reliability (p = 0.000; OR = 66.237) on patient satisfaction. This study recommends that Klinik X South Jakarta should improve service quality in responsiveness, tangibles, and reliability to better meet the expectations of all patient groups. Future research is encouraged to expand the study area and apply more controlled data collection methods for deeper insights.
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