Analysis of the Quality of Health Services in Increasing Patient Satisfaction at Community Health Center Baradatu Way Kanan Regency

Abstract

This study aims to analyze the quality of health services in improving patient satisfaction at the Baradatu Health Center, Way Kanan Regency. Using a qualitative descriptive approach, data were collected through interviews and document analysis. The study applies Lovelock’s service quality dimensions, including tangibility, reliability, responsiveness, assurance, and empathy. The findings indicate that while the health center has implemented existing regulations, several challenges hinder optimal service delivery. These include a shortage of medical staff, limited medical equipment, and bureaucratic inefficiencies. However, the availability of doctors and medicine has contributed to overall patient satisfaction. Efforts to improve service quality include facilitating further education for employees and conducting regular training. The study concludes that while patient satisfaction is generally achieved, further improvements in infrastructure and staffing are necessary to enhance service effectiveness.