Public Health Center Patient Satisfaction: The Role of Empathy, Reliability, Responsiveness, Assurance, and Tangibles

This study’s goal is to investigate the relationships between patient satisfaction and empathetic behavior, dependability, responsiveness, assurance, and tangibles. The aim is to analyze how these factors individually contribute to patient satisfaction levels. This approach to research is quantitative. The research was conducted within a hospital setting in Indonesia. The study included a sample of 370 hospital owners as respondents for data collection and analysis. Simple random selection, in which participants were chosen at random from the population, was the sample strategy used in this study. Online questionnaires that were disseminated through social media platforms were used for data gathering. In this study, the independent variables examined include Empathy, Reliability, Responsiveness, Assurance, and Tangibles, while the dependent variable of interest is Patient Satisfaction. According to the outcomes of the hypothesis test, empathy has a favorable and significant effect on patient satisfaction. Reliability, however, does not appear to have a major impact on patient satisfaction. However, responsiveness shows a large and favorable impact on patient satisfaction. According to the analysis, patient satisfaction is not significantly impacted by assurance or tangible proof.