THE INFLUENCE OF SERVICE QUALITY ON PATIENT SATISFACTION AT PRATAMA NUXA SKIN CLINIC IN TANGERANG CITY
Keywords:
Service Quality, Patient Satisfaction, SERVQUAL, Aesthetic ClinicAbstract
This study aims to examine the extent to which service quality influences patient satisfaction at the Pratama Nuxa Skin Clinic in Tangerang City. This study used a quantitative associative approach, involving 80 respondents determined through purposive sampling techniques. The data collection tool was a questionnaire with a Likert scale, which assesses service quality through five SERVQUAL dimensions: tangibles, reliability, responsiveness, assurance, and empathy, while also measuring patient satisfaction. Data analysis was carried out using validity and reliability tests, simple linear regression, correlation, coefficient of determination, and t-tests supported by SPSS version 27 software. The results showed that service quality had a positive and significant effect on patient satisfaction (t count 26.817 > t table 1.994; sig. 0.000 < 0.05) with a regression coefficient value of 0.957 and an R² of 90.2%. Of the five dimensions, responsiveness and empathy were the most dominant factors influencing satisfaction. Thus, it can be concluded that increasing responsiveness of services and personal attention to patients needs to be prioritized, in addition to maintaining the quality of physical facilities and the professionalism of medical personnel.
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