Citra Klinik, Kualitas Pelayanan, dan Fasilitas Kesehatan sebagai Faktor Penentu Kepuasan Pasien Rawat Jalan di Klinik Utama Santa Elisabeth Hungaria, Kabupaten Landak

Abstract

This study aims to analyze the influence of clinic image, service quality, and health facilities on outpatient satisfaction at Santa Elisabeth Hungaria Main Clinic, Ngabang, Landak Regency, West Kalimantan. The research employed a quantitative method with a survey approach, involving 126 outpatient respondents. Data analysis was carried out using multiple linear regression, including partial (t-test), simultaneous (F-test), and coefficient of determination (R²). The findings reveal that clinic image, service quality, and health facilities each have a positive and significant effect on outpatient satisfaction, with clinic image emerging as the most dominant variable. The simultaneous test also confirmed that the three independent variables collectively have a significant influence on patient satisfaction. The coefficient of determination (R²) of 0.508 indicates that 50.8% of the variation in patient satisfaction can be explained by these three variables, while the remaining 49.2% is influenced by other factors outside the model. These results reinforce previous studies and provide managerial implications that enhancing patient satisfaction should focus on strengthening clinic image, providing adequate health facilities, and continuously improving service quality.