ANALISIS SERVICE QUALITY DAN PROMOSI TERHADAP KEPUASAN PASIEN DENGAN QUALITY FUNCTION DEPLOYMENT (QFD) SEBAGAI VARIABEL INTERVENING DI PUSKESMAS WILAYAH KABUPATEN JEMBER

ABSTRACT

Quality health services are still far from the expectations of the community, so Law of the Republic of Indonesia No. 23 of 1992 concerning health emphasizes the importance of efforts to improve the quality of health services, especially at the health center level. This study aims to determine and analyze the effect of service quality and promotion on patient satisfaction, both directly and indirectly through Quality Function Deployment. This study uses a quantitative descriptive research type. The population in this study were all patients who visited the Health Centers throughout Jember Regency in 2023 amounting to 2,691 and the number of samples was determined to be 160 respondents. Sampling used proportional samples and accidental random sampling. The data analysis technique used was Partial Least Square (PLS) using the WarpPLS 7.0 application. The results of the study showed that there was a significant effect of service quality on patient satisfaction, but the effect of service quality on quality function deployment was not significant. There was a significant effect of promotion both directly and indirectly through quality function deployment. There was a significant effect of quality function deployment on patient satisfaction.

Keywords : service quality; promosi; quality function deployment; and patient satisfaction