Patient satisfaction in a rural health facility: Reliability, responsiveness and assurance

Background: Puskesmas are the health service facilities in Indonesia that organise public health efforts and first-level individual health service. Patient satisfaction is very important for Puskesmas to assess its quality service towards the public by measuring the level of patient satisfaction from the dimensions of reliability, responsiveness, and assurance. Purpose: This study is to determine whether the performance of health services in the Community Health Centre can be considered good or not by measuring the level of patient satisfaction from the dimensions of reliability, responsiveness, and assurance Method: The sampling technique was accidental sampling with a sample size of 138 people. This study used a questionnaire instrument. The data analysis conducted in this research was descriptive analysis and bivariate analysis with the chi-square test. Result: the results of this study found that the level of satisfaction obtained from the three dimensions was low. Reliability has a low result with a percentage of 55.1%, responsiveness has a low result with a percentage of 71.7% and an assurance assessment has a low-value percentage of 88.4%. Conclusion: From this study, Puskesmas' health services were considered insufficient by the community, according to the level of patient satisfaction specific to reliability, responsiveness, and assurance.