Studi Mutu Layanan Publik Institusi PemerintahAtas Kualitas Pelayanan Yang Dirasakan Pasien(Studi Kasus Pada Puskesmas Padang Kabupaten Lumajang)

  • Vina Nur Azizah STIE Widya Gama Lumajang
  • Riza Bahtiar Sulistyan STIE Widya Gama Lumajang
  • Muhamad Taufik STIE Widya Gama Lumajang


Public Health Center as a government institution that provides health services should be able to meet the expectations and demands of the community. The increasingly tight competition in the service industry including health services and service users who are knowledgeable and increasingly selective in making choices, need to be an important concern for the institution. This research is to empirically test tangible, reliability, responsiveness, assurance, and empathy in increasing patient satisfaction. As many as 60 patients at the Padang Public Health Center, Lumajang, East Java, Indonesia were willing to become participants. The approach used is multiple linear regression analysis. The results of the study reveals that only tangible had a significant effect on patient satisfaction. Whereas reliability, responsiveness, assurance, and empathy do not have a significant impact on patient satisfaction. So, in improving services there needs to be an increase in tangible which will later contribute to efforts to improve patient satisfaction. But it does not rule out the possibility that this will be done by developing other aspects related to reliability, responsiveness, assurance, and empathy.