ANALYSIS OF THE QUALITY OF OUTPATIENT SERVICES IN THE GENERAL POLYCLINIC ON PATIENT SATISFACTION AT THE WATUBELAH COMMUNITY HEALTH CENTER USING THE SERVQUAL METHOD IN 2026

Abstract

Background: Community health centers are required to provide quality services to meet patient expectations and satisfaction. Service quality, measured through the SERVQUAL dimension (tangibles, reliability, responsiveness, assurance, and empathy), is a determining factor in patient satisfaction. At the Watubelah Community Health Center's General Clinic, the high volume of visits is still accompanied by complaints about the queuing system and waiting room facilities. This study aims to analyze the relationship between service quality and patient satisfaction at the Watubelah Community Health Center in 2026. Research Method: This study employed a quantitative analytical design with a cross-sectional approach. A total of 384 respondents were included as a sample determined using the Slovin formula. The research instrument used the SERVQUAL questionnaire (25 items) to measure perceptions and expectations across five dimensions of service quality. Data analysis was performed using univariate, bivariate (Chi-Square test), and multivariate (logistic regression) methods to identify the most dominant service dimensions affecting patient satisfaction (α = 0.05). Research Results: Shows that all SERVQUAL dimensions (Tangible, Reliability, Responsiveness, Assurance, and Empathy) have a significant relationship to outpatient satisfaction with a significance value of 0.000 (p < 0.05). Multivariate analysis shows that the Reliability dimension is the most dominant factor influencing patient satisfaction. The regression model built is declared feasible (goodness of fit) with a Nagelkerke R Square value of 0.862, which means the model is able to explain 86.2% of the variation in patient satisfaction.  Conclusion: The quality of service provided by Watubelah Community Health Center has a strong influence on patient satisfaction. It is recommended that the Community Health Center continue to maintain and improve service quality, particularly in terms of reliability, to ensure continued patient satisfaction.