The influence of service quality on outpatient satisfaction at the general polyclinic of the regional general hospital Kendari city 2024

Rosneni, Rosneni and Sabilu, Yusuf and Yuniar, Nani (2025) The influence of service quality on outpatient satisfaction at the general polyclinic of the regional general hospital Kendari city 2024. World Journal of Advanced Research and Reviews, 26 (1). pp. 1501-1515. ISSN 2581-9615

Introduction: Factors that cause low quality of service in hospitals include: physical evidence, reliability, responsiveness, assurance, empathy, service performance in health services. Research objective: To determine the influence of service quality dimensions from the aspects of physical evidence, reliability, responsiveness, assurance, empathy, and service performance on outpatient satisfaction at the general polyclinic of RSUD Kendari City in 2024. Method: This research is a quantitative study with a cross-sectional study approach. The data collection technique used accidental sampling and was calculated using Slovin's formula. The research sample consisted of 349 respondents. Data collection techniques utilized questionnaires with a Likert scale. Data analysis techniques included univariate, bivariate, and multivariate analyses using SPSS 2024 Version 29.0. The Chi-square test was conducted on service quality variables and satisfaction variables with a confidence level of 95% (α = 0.05). Results: The results of the study obtained that the results of statistical tests with logistic regression obtained that all independent variables including physical evidence, reliability, responsiveness, assurance, empathy, service performance are related to the quality of health services at the General Polyclinic of Kendari City Hospital. Suggestions should be that the management of Kendari City Hospital continues to improve health services periodically in order to create optimal service quality. Conclusion There is an influence of the quality of services on the satisfaction of outpatients at the General Polyclinic of the Regional General Hospital Kendari.