The Effect of Registration Services, Patients Perceptions of Diagnostic Accuracy, Staff Ethics, and Facility Availability on Patient Satisfaction at Griya Medika Primary Care Lampung
DOI:
https://doi.org/10.32832/jm-uika.v17i3.25359Keywords:
staff knowledge, outpatient services, patient experience, Service QualityAbstract
Patient satisfaction is an important indicator of healthcare service quality. This study examined how registration services, perceived diagnostic accuracy, staff ethics, and facility availability affected patient satisfaction at Griya Medika Primary Clinic, Bandar Lampung, Indonesia. We used a quantitative cross-sectional correlational design. The population comprised 1,095 patients who received services from January to July 2026, and 293 respondents were selected using the Slovin formula at a 5% error tolerance. Data were collected through a structured Likert-scale questionnaire and analyzed using descriptive statistics, validity and reliability tests, classical assumption tests, Pearson correlation, and multiple linear regression with SPSS. All four variables were significantly and positively correlated with patient satisfaction: registration services (r = 0.710), perceived diagnostic accuracy (r = 0.672), staff ethics (r = 0.697), and facility availability (r = 0.708), all with p < 0.001. Multiple regression analysis showed significant positive effects of registration services (B = 0.393), perceived diagnostic accuracy (B = 0.431), staff ethics (B = 0.561), and facility availability (B = 0.471), all with p < 0.001. The model yielded R = 0.889 and R² = 0.791, indicating that the four predictors explained 79.1% of the variance in patient satisfaction. Staff ethics had the strongest standardized effect (β = 0.315). These findings highlight the importance of administrative access, clinical communication, ethical staff interactions, and supporting facilities in improving patient satisfaction.References
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