The Impacts of Facilities and Service Quality on Customer Satisfaction at Puskesmas Wonosari II

Abstract

This study aimed to examine: (1) the effect of facilities on patient satisfaction at the PUSKESMAS (Health Center Technical Service Unit) Wonosari II; (2) the effect of service quality on patient satisfaction at the health unit; and (3) the combined effect of facilities and service quality on patient satisfaction at the unit. The present study employed a quantitative method with an ex post facto approach, utilizing questionnaires and documentation for data collection. The population consisted of all residents of Gunungkidul Regency who had accessed services at Puskemas Wonosari II. Data were analyzed by means of descriptive analysis, prerequisite tests, and hypothesis testing. The findings of the study indicated that : (1) there was a positive and significant effect of X1 on Y, with a correlation value (rₓ₁y) of 0.787 and a coefficient of determination (R²ₓ₁y) of 0.619; (2) there was a positive and significant effect of X2 on Y, with a correlation value (rₓ₂y) of 0.457 and a coefficient of determination (R²ₓ₂y) of 0.209; and (3) there was a positive and significant combined effect of X1 and X2 on Y, with a correlation value (Rᵧ(₁,₂)) of 0.803 and a coefficient of determination (R²ᵧ(₁,₂)) of 0.645.