PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN KEPERCAYAAN PASIEN DI PUSKESMAS DESA UJUNG BATU I

Abstract

This research aims to explore the impact of poor service quality on the satisfaction and trust of patients at the Community Health Center (Puskesmas). The research method employs a quantitative approach using a questionnaire as the data collection instrument. Participants in the study include patients at the Community Health Center who have experienced healthcare services with low satisfaction levels. The research findings indicate a significant negative correlation between poor service quality and patient satisfaction at the Community Health Center. Factors such as service delays, unclear information, and a lack of empathy from healthcare providers have a substantial negative impact on the perceived satisfaction of patients. Furthermore, the study highlights that negative experiences with services at the Community Health Center can erode patient trust in the institution. Patients who experience dissatisfaction tend to have lower levels of trust in the Community Health Center's ability to provide reliable healthcare services. The research findings have implications that comprehensive improvements in the quality of services at the Community Health Center need to be promptly implemented to address patient dissatisfaction and rebuild public trust. Recommendations for enhancing service processes, improving effective communication, and increasing empathy in interactions with patients can be strategic steps to improve the image and trust in the Community Health Center.