FAKTOR-FAKTOR YANG BERHUBUNGAN DENGAN KEPUASAN PENGUNJUNG TERHADAP PELAYANAN KESEHATAN DI PUSKESMAS LUBUK BEGALUNG PADANG TAHUN 2016

Sari

Visitor satisfaction refers to responses to customer expectations before and after
receiving the service. The public health services have visit numbers decrease every year. The
incidence can be attributed to the dissatisfaction of visitors to the services provided. The type of
research iwas descriptive analytic, the population is was the old visitors (repeated). The number
of samples was 87 people from the total population of 733 visits by sampling technique Accidental
Sampling. The data collection using questionnaire data instrument was analyzed by univariat and
bivariate. The results obtained 47.1% of visitors were less satisfied with the health service. Less
than 3 states express less good on the Reliability, Assurance and Tangible dimensions. A small
percentage of visitors expressed less well on the Empathy and the Responsiveness dimensions.
There was a significant relationship between Assurance dimension, Tangible with visitor
satisfaction. There was no significant relationship between the dimensions of Reliability, Empathy
and Responsiveness with visitor satisfaction. Puskesmas Lubuk Begalung Padang has to create
policies to improve the quality of health services by motivating officers to carry out timely service
schedule, pay attention and respond to complaints to serve visitors with courtesy and friendly,
maintain and improve the cleanliness and comfort of the room, and provide clear and easy to
understand information for visitors.
Key words: visitor satisfaction, health service, Public Health Services (Puskesmas)