THE INFLUENCE OF SERVICE QUALITY AND PRICE ON SATISFACTION LEVEL OF PADJADJARAN CLINIC PATIENTS

Management, Economy, Healthcare

First-level health facilities (FKTP) organize basic health services that spearhead health services in Indonesia, one of which is the clinic. The clinic is a first-level health facility that has its own characteristics that affect health development so as to realize quality health status. In realizing quality health, clinics must pay attention to the quality of services provided. The quality of service provided by the clinic is one of the determinants of patient satisfaction with health services. One strategy to maintain good service quality is to conduct continuous evaluation and consider service pricing policies. This study aims to determine how the effect of service quality and price on patient satisfaction at the Padjadjaran Jatinangor Clinic. This study uses a descriptive verification method with a quantitative approach, SmartPLS analysis data collected through questionnaire primary data. The samples used in this study were 384 respondents who visited the Padjadjaran Clinic. The results of the analysis obtained the level of satisfaction of patients visiting the Padjadjaran Clinic on the quality of service and the price set is categorized as very suitable with a percentage of 84.22%. Judging from the patient's perspective in terms of service quality dimensions, namely tangible, responsiveness, assurance, reliability and empathy with indicators of convenience, accuracy, speed, ability, ability, confidence, security, friendliness, skill, appearance, caring, cleanliness, comfort, tidiness and completeness, the quality of service at the Padjadjaran Clinic is said to be very appropriate. From the results of SmartPLS data, the effect of service quality on satisfaction is 3.54%, the effect of price on satisfaction is 3.19%, while the level of patient satisfaction with clinic services is 3.36%.

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