Evaluasi dan Peningkatan Kepuasan Pasien di Puskesmas Sebangkau

Abstract

This study aims to detail outpatient satisfaction at Sebangkau Health Center based on the dimensions of Tangibles, Reliability, Responsiveness, Assurance, and the effectiveness of internal control. The descriptive case study employed observation, interviews, and questionnaires, analyzed using qualitative descriptive techniques. Results show significant patient satisfaction (p < 0.05) with T-value 27.882 > T-table 1.65521, indicating a positive impact of satisfaction on expectations. Internal control is deemed effective, with adequate control activities reducing risk and enhancing communication and monitoring. The recommendation is to maintain and improve service quality and patient satisfaction.