Analisis Kualitas Pelayanan Kesehatan dan Inovasi Pelayanan Dokter Muter terhadap Kepuasan Pasien di Kabupaten Lumajang

Abstract

Background: Dokter Muter (Near by Doctors and other health workers through integrated services) is an innovation of the Lumajang District Health, Population Control and Family Planning Office (Dinkes P2KB). This innovation aims to bring access to health services closer to remote or geographically challenging areas in Lumajang Regency. Aim: The objective of this study was to ascertain the impact of health service quality and the Doctor Muter service innovation on patient satisfaction in Lumajang Regency. Method: The present study employed a cross-sectional design, utilising a proportional stratified random sampling technique. The sample size comprised 384 respondents. Data analysis was conducted employing path analysis, with the data collection method being a questionnaire using a Likert scale. Results: The findings of the study demonstrate that the value of the path coefficient of service quality on patient satisfaction (β = 0.234) is positive with a p-value of 0.000, thereby indicating that service quality exerts an influence on patient satisfaction. The path coefficient value of Dokter Muter's service innovation on patient satisfaction (β = 0.639) is also positive with a p-value of 0.000, thus indicating that Dokter Muter's service innovation has a significant impact on patient satisfaction. The regression coefficient value of Dokter Muter's service innovation is greater than that of service quality. This finding is consistent with the f-square value, which is also greater in the Dokter Muter service innovation variable. The R-squared value for the variable patient satisfaction is 0.707, indicating that 70.7 percent of the variability in patient satisfaction is attributable to Dokter Muter's service quality and innovation, with the residual 29.3 percent being influenced by constructs outside the model. Conclusion: The findings indicate that the quality of healthcare services exerts a positive and significant influence on patient satisfaction. Concurrently, Dokter Muter's service innovation demonstrates a positive and significant impact on patient satisfaction. The quality of health services and Dokter Muter service innovation collectively influence patient satisfaction in Lumajang district, where the innovation variable exhibits a more pronounced effect on patient satisfaction.