The Effect of Service Quality on Patient Satisfaction in Obstetrics and Gynecology Polyclinic of PKU Muhammadiyah Gombong Hospital, Kebumen District During the Covid-19 Pandemic

Abstract

Health is one of the indicators of community welfare, so the community needs quality health services to meet their basic needs. To improve services and increase patient satisfaction, hospitals need to apply the Covid-19 policy in screening and service flows which are predicted to affect patient satisfaction. Aim of this study wasdetermine the effect of service quality on patient satisfaction during the COVID-19 pandemic. The research method in this study used a cross-sectional approach. The population was outpatients at the obstetrics and gynecology polyclinic. The sample was determined using the accidental sampling technique with a total of 360 patients. The data were analyzed to determine the most dominant factor by using a logistic regression test. Based on the results of multivariate analysis, the variables with the greatest influence on patient satisfaction are the assurance variable (95% CI 1.50-6.06 with a p-value of 0.012), empathy (95% CI 1.38-4.65 with a p-value of 0.006), and tangible (95% CI 1.04-4.08 with a p-value of 0.001). Based on the results, it can be concluded that there is a relationship between the dimensions of service quality and patient satisfaction. The quality of service during the Covid-19 pandemic is considered good but needs to be optimized on the dimensions of assurance, empathy, and tangible..