RAIHAN, MUHAMMAD AJO (2026) ANALISIS PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN DI PUSKESMAS SERPONG II MENGGUNAKAN METODE SEM-PLS (STRUCTURAL EQUATION MODELING PARTIAL LEAST SQUARE). S1 thesis, Fakultas Teknik Universitas Sultan Ageng Tirtayasa.
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Abstract
The importance of patient satisfaction as an indicator of the quality of health services, especially in primary health care facilities such as Community Health Centers (Puskesmas). The existence of patient complaints regarding the quality of services at Serpong II Community Health Center indicates the need for an evaluation of the quality of services provided. The purpose of this study was to determine the effect of service quality on patient satisfaction at Serpong II Community Health Center. The method used was SEM-PLS with five exogenous variables: tangibles, reliability, responsiveness, assurance, and empathy, and one endogenous variable: patient satisfaction. The results showed that tangibles had a positive and significant effect on patient satisfaction with a pvalue of 0.014, reliability with a p-value of 0.004, responsiveness with a p-value of 0.046, assurance with a p-value of 0.004, and empathy with a p-value of 0.008. Thus, all variable of service quality are proven to have a positive and significant influence on patient satisfaction at Serpong II Community Health Center.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Pentingnya kepuasan pasien sebagai indikator mutu pelayanan kesehatan, khususnya pada fasilitas pelayanan kesehatan tingkat pertama seperti Puskesmas. Adanya keluhan pasien terkait kualitas pelayanan di Puskesmas Serpong II menunjukkan perlunya evaluasi terhadap kualitas pelayanan yang diberikan. Tujuan penelitian ini adalah untuk mengetahui pengaruh kualitas pelayanan terhadap kepuasan pasien di Puskesmas Serpong II. Metode yang digunakan adalah SEM-PLS dengan lima variabel eksogen yaitu bukti fisik (tangibles), kehandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy), serta satu variabel endogen yaitu kepuasan pasien. Hasil penelitian menunjukkan bahwa bukti fisik (tangibles) berpengaruh positif dan signifikan terhadap kepuasan pasien dengan nilai p-value sebesar 0,014, kehandalan (reliability) dengan p-value sebesar 0,004, daya tanggap (responsiveness) dengan p-value sebesar 0,046, jaminan (assurance) dengan p-value sebesar 0,004, serta empati (empathy) dengan p-value sebesar 0,008. Dengan demikian, seluruh variabel kualitas pelayanan terbukti berpengaruh positif dan signifikan terhadap kepuasan pasien di Puskesmas Serpong II. | |||||||||
| Subjects: | H Social Sciences > HD Industries. Land use. Labor H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management |
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| Divisions: | 03-Fakultas Teknik > 26201-Jurusan Teknik Industri | |||||||||
| Depositing User: | Muhammad Ajo Raihan | |||||||||
| Date Deposited: | 23 Jan 2026 03:56 | |||||||||
| Last Modified: | 23 Jan 2026 03:56 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/57466 |
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