Vol. 10, No. 1, June 2020, pp. 54-58
ISSN: 2720-9830. 54
Journal homepage: https://jurnal.darmaagung.ac.id/index.php/socio/about
Influence Of Location On Patient Satisfaction In The Technical Implementation Unit Of Puskesmas Simalingkar Medan
Devi Irawati Tinambunan Universitas Darma Agung
Article Info ABSTRACT
Article history:
Received April 2020 Revised May 2020 Accepted June 2020
Location is a place of service, related to where the company must be headquartered and carry out its operations or activities. While patient satisfaction is a level of patient feelings that arise as a result of the performance of health services obtained after the patient compares with what is felt. The formulation of the problem that the author wants to know is "Does Location affect Patient Satisfaction at the Technical Implementation Unit of the Medan Simalingkar Health Center?''. The framework of thinking in this research consists of two variables, namely: Variable X (Location) and Variable Y (Patient Satisfaction). The population in this study were a number of patients using outpatient services at the Simalingkar Health Center Medan.
The sample amounted to 79 respondents and the data collection techniques in this study were a list of questions (questionnaires) and interviews. The data analysis technique used is simple linear regression analysis using SPSS 22 Windows. The equation form of this analysis is Y= a+bX+e, after the data is analyzed with the help of SPSS, the regression equation obtained is: Y=
12.198+0.572 X based on the results of the coefficient of determination R^2, the R Square value is 0.59.0 . The results of the statistical test (t test), obtained a value of tcount > ttable (4.797>1.991) with a significance level (0.000
<0.05), so it can be concluded that the results in this study are the location has a significant effect on patient satisfaction in the Technical Implementation Unit of the Puskesmas Simalingkar Medan. It is recommended that the Simalingkar Medan Health Center further improve the location strategy in order to achieve patient satisfaction.
Keywords:
Location Patient
This is an open access article under the CC BY-SA license.
Corresponding Author:
Devi Irawati Tinambunan
Department of Management, Universitas Darma Agung Email: deviirawatit@gmail.com
INTRODUCTION
Along with the development of the times, human needs continue to grow, one of these needs is the need for health services. Because health is one of the necessities of life that is very important in supporting daily activities. People have started to realize how valuable health is for their lives because of the high cost of health care which is often difficult to reach. The increasing public awareness of the importance of the meaning of health is very much needed by the community to meet their health needs. The increasing public awareness of the importance of health is one of the reasons that the need for health infrastructure is also increasing, besides that people will also be smarter in providing the best health services and according to what they want and need.
The government is an institution that was established and formed to carry out the wheels of government that functions to carry out the interests of the state, especially in the service sector. The services provided are in accordance with their respective fields, one of the services provided by the government is services in the health
sector. The health sector services carried out by the government are a form of fulfilling the health needs of the community. The health service program implemented by the government aims to improve health services and make health services more effective, efficient and accessible and affordable by all levels of society. Health is a basic right of every citizen, both individuals, families and communities are entitled to protection of their health. Therefore, the government is responsible for providing health services for the realization of a healthy society. Through the Ministry of Health, the government has provided public health facilities in the form of Community Health Service Centers (Puskesmas).
Location is one of the most important factors as a place to support an activity, it is hoped that government agencies that will carry out their activities, determining the location should be done carefully and not haphazardly wherever they are, but the location is determined based on careful considerations, including for reasons of sustainability. and the success of Government Agencies in the present and in the future. Such as paying attention to the location of the location, the reach of public transportation from the place. Inaccuracy in determining the choice of location can result in a lack of interest in visiting the Government Agency.
A government agency is often influenced by location selection factors. So that the location in question must have a strategic value and be part of the long-term policy of the Government Agency, the selection of a strategic location is very helpful for the community and maximum service in it. Especially the location is beautiful, comfortable, close to the market and the location is not far from the city center.
Satisfaction is a level of patient feeling that arises as a result of the performance of health services obtained after the patient compares with what is expected. Satisfaction will be obtained by the community if the quality of service provided is
given in good condition, of course, greatly affects the level of patient satisfaction which will then result in patients feeling satisfied with the services provided so that it will provide a positive value and will be sustainable in the future. The interests of patients on the services provided by the puskesmas will certainly vary, something that feels good at this time may not necessarily be good for the future. For this reason, the Puskesmas in this case must carefully look at their patients, if it is known that there is a gap in interest, it is necessary to change or evaluate and improve the services that have been provided by the Puskesmas to patients in accordance with the wishes and needs of the patient.
There are several things that play a role in patient satisfaction, including the services of doctors and nurses, midwives, and other health workers, the quality of treatment rooms provided by the puskesmas and the availability of medical and non-medical supporting facilities. Patient satisfaction is the level of service and the perception of the patient/closest family. Patient satisfaction will be achieved if optimal results are obtained for each patient from health services. One indicator of the success of individual health services in health centers is patient satisfaction.
Satisfaction is defined as a post-consumption assessment, that a
The selected product can meet or exceed consumer expectations so that it affects the decision-making process to repurchase the same product. The definition of product here includes goods, services or a mixture of goods and services. Puskesmas products are health services.
Simalingkar Health Center is an Outpatient Health Center having its address at Jalan Bawang Raya No.37, Kelurahan Besar, Medan Tuntungan District, Medan City, North Sumatra. This health center is one of the government agencies engaged in public services, especially health. To be able to meet these needs and demands, there is no other effort that can be done, except to provide the best health services. Where we see that today's society still needs fast and responsive service.
Based on the results of the pre-survey conducted by the author using the interview method to several patients and the community at the Simalingkar Health Center, information was obtained that there were indications of a decrease in the quality of health services at the Simalingkar Health Center. The main problem that occurs is that people are often faced with the physical condition of the building/space and inadequate location, then in health services there is a lack of a comfortable waiting room for patients, resulting in a poor service image coupled with an inadequate health center medical culture in providing services. . Therefore, Simalingkar Health Center needs improvement in maximizing service quality, in order to achieve service satisfaction for the community.
Based on the description above, the authors conducted a study with the title: "The Effect of Location on Patient Satisfaction at UPT. Simalingkar Health Center Medan”
Scope of problem
To focus and minimize the problem boundaries, so that unwanted things do not happen in the discussion, the researchers limit the problem only to "Location and Patient Satisfaction at UPT. Simalingkar Health Center Medan.
Formulation of the problem
Based on the description of the background above, the problem can be formulated as follows: Is there an influence of Location on Patient Satisfaction at UPT. Simalingkar Health Center Medan?
Jurnal Ilmiah Socio Secretum, Vol. 10, No. 1, June 2020: 54-58
The purpose of this study is to find out how the influence of location on patient satisfaction at UPT. Simalingkar Health Center Medan
Benefits of research Theoretical Benefits
As a consideration for the author in having an understanding while sitting in college with what is happening in the field regarding the influence of location on patient satisfaction.
Provide additional references for further researchers related to the effect of Location on Patient Satisfaction.
Practical Benefits
With this research is expected to be useful for the author himself in broadening and deepening insight in the field of marketing management, especially in the field of Location on Patient Satisfaction.
With this research is expected to provide input to the leadership of the company / government agency in improving the location planning on consumer satisfaction.
The results of this study are expected to provide information for further research on the same problem in the future.
METHOD (10 PT)
Research Location and Time
The location of the research was conducted at UPT. Medan Simalingkar Health Center, which is located at Jalan Bawang Raya No.37 Simalingkar, Medan City, North Sumatra and will be held from May 2021 to August 2021.
Population and Sample Population
Population is a generalization area consisting of objects and subjects that have certain qualities and characteristics that are applied by researchers to be studied and then drawn conclusions. The population that will be taken by the researcher is a number of patients using outpatient services at the Simalingkar Health Center Medan, totaling 100 people with certain sections.
Sample
The sample is part of the number of characteristics possessed by the population. It is called sample research if we intend to generalize the results of sample research. In this study, the determination of the minimum number of samples taken as respondents for each patient who uses outpatient services at UPT. Simalingkar Health Center Medan, by using the slovin formula as follows:
n = Minimum number of samples N = Total population
𝑒2 = Percentage of research slack due to error in sampling with the above formula, then the minimum number of samples taken as respondents in each company can be obtained, namely:
So, the minimum number of samples studied is 79 people. Samples were taken using a random sampling/propability sampling technique or simple random samples, namely the sampling method for each patient using the service by meeting in person.
Simple Regression Analysis
Sugiyono (2011:260) suggests that simple linear regression analysis is used to predict how far the change in the value of the dependent variable will be if the value of the independent variable is manipulated/changed or increased or decreased. Simple linear regression analysis is also used to determine how the influence of the independent variable (X) with the dependent variable (Y) is the influence of Marketing Strategy with Market Competition. The formula used is as follows:
Partial Hypothesis Testing (t-test)
The hypothesis test (t test) is basically used to test whether each independent variable, namely Location (X) has an influence on the dependent variable, namely Patient Satisfaction (Y) partially. The research was conducted by looking directly at the results of the calculation of the SPSS coefficients in the Ustandardized coefficients B standard error ofestimate section, so that a result called t count would be expected. As a basis for making decisions, the following test criteria can be used:
Information : t = test value t
r = coefficient of relation 𝑟2 = coefficient of determination n = number of samples observed
If tcount > ttable and the significance level is < (0.05), then Ho is rejected and Ha is accepted. This means that the independent variable (location) has a partial effect on the dependent variable (Patient Satisfaction).
If tcount < ttable with a significance level > (0.05) then Ho is accepted and Ha is rejected. This means that the independent variable (location) has no effect on the independent variable (Patient Satisfaction).
Coefficient of Determination Test (R2)
According to Sugiyono (2013: 207) the coefficient of determination is a measure to determine the suitability or determine the determination between the estimated value or regression line with the sample data. If the value of the correlation coefficient is known, then to get the coefficient of determination it can be obtained by squaring it. The magnitude of the coefficient of determination can be calculated using the following formula:
Where :
KD = Coefficient of Determination R2= Correlation Coefficient The test criteria are as follows:
If Kd detects zero (0), then the influence of the independent variable (X) on the dependent variable (Y) is weak.
If Kd detects One (1), then the influence of the independent variable (Y) on the dependent variable (Y) is strong.
RESULTS AND DISCUSSION Discussion of Research Results
Based on the results of the above study regarding the Effect of Location on Patient Satisfaction at the Technical Implementation Unit of the Simalingkar Health Center Medan, it was concluded that the results of the regression equation obtained the value of Y = 12.198 + 0.572 X. With this equation, it is known that the constant value is 12.198. Location 0, then patient satisfaction has a value of 12.198. Furthermore, the positive value (0.572) means that if the location is higher, the patient satisfaction will also be higher.
The results of the statistical test obtained the value of tcount > ttable (4.797>1.991) with a significant level of 0.000 <0.05. Thus, it can be concluded that the variable X (Location) significantly affects the Y variable (Patient Satisfaction) at the Technical Implementation Unit of the Simalingkar Health Center Medan.
The results of the coefficient of determination test (R2) obtained an R Square value of 0.590 = 59.0%. This means that the contribution given by the location to patient satisfaction is 59.0%, while the remaining 41% is influenced by other factors not participating in the study, such as brand, image, product, price and others.
The results of this study are in accordance with the results of previous research conducted by Rahmi Meutia (2019) with the title The Effect of Location on Patient Satisfaction at the Langsa Lama Health Center. ) can be stated to have a significant effect on patient satisfaction. The test results of the coefficient of determination (R2) are 62.6%, the variables of physical evidence (tangible), reliability (reliability), responsiveness (responsiveness), assurance (assurance), and empathy (empaty) and location affect patient satisfaction at the Langsa Lama Health Center. The remaining 37.4% is influenced by other variables not studied, Akhlis Priya Pambudy (2016), with the title the effect of location on patient satisfaction at the Gresik dukun health center.
on patient satisfaction at the Dukun Gresik Public Health Center, Agus Sutarjo (2018), with the title The Effect of Location on Inpatient Satisfaction at the Ajung Jember Health Center. The results showed that the independent variable (location) had a significant effect on the dependent variable (patient satisfaction) inpatients at the Puskesmas Ajung Jember is proven true.
Based on the results of the discussion above, the research concludes that the conclusion in this study is that the location variable (X) has an insignificant effect on the Patient Satisfaction variable (Y) at the Technical Implementation Unit at the Simalingkar Health Center Medan ".
CONCLUSION
Based on the results of research and discussion conducted by the author regarding the Effect of Location on Patient Satisfaction at the Technical Implementation Unit of the Simalingkar Health Center
Jurnal Ilmiah Socio Secretum, Vol. 10, No. 1, June 2020: 54-58
regression equation: Y= 12.198+0.572X. From the regression equation, several things are interpreted, including: The constant value of 12.198 explains that in the absence of X (Location) then the acquisition of Y (Patient Satisfaction) is 0.572. This means that if the location increases by one unit, the patient satisfaction will increase by 0.572, meaning that the higher the location, the higher the patient satisfaction. Based on the results of the partial t test, the value of tcount > ttable (4.797>1.991) with a significant level of 0.000 <0.05, it can be concluded that the variable X (Location) has a significant effect on the variable Y (Patient Satisfaction) in the Technical Implementation Unit of the Simalingkar Health Center Medan. The results of the coefficient of determination (R2) obtained an R Square value of 0.590 = 59.0%. This means that the contribution given by the location to patient satisfaction is 59.0%, while the remaining 41% is influenced by other factors not participating in the study, such as brand, image, product, price and others.
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