THE RELATIONSHIP BETWEEN OUTPATIENT REGISTRATION STAFF PERFORMANCE AND PATIENT SERVICE QUALITY AT LABUAPI COMMUNITY HEALTH CENTER
DOI:
https://doi.org/10.66294/njms.v3i7.194Keywords:
Officer Performance, Facilities, Patient Service QualityAbstract
The outpatient registration desk initiates the service pathway for patients and their families. At this point, service quality may be shaped by the officers' accuracy, working speed, courteous manner, and ability to convey information. This research assessed the association of outpatient registration officer performance and supporting facilities with patient service quality at Puskesmas Labuapi in 2026. An analytic observational design and a cross-sectional approach were employed. The study included 50 participants recruited by accidental sampling. Responses were obtained through a Likert-scale questionnaire, and the association between variables was examined using Fisher's Exact Test. Data analysis showed that 45 participants (90.0%) placed registration officer performance in the Good category. The same number, 45 participants (90.0%), categorized patient service quality as Good. The Exact Sig. (2-sided) result was 0.000, below the 0.05 criterion, confirming a statistically significant association between the two variables. Accordingly, more favorable evaluations of officer performance tended to coincide with better patient-perceived service quality at Puskesmas Labuapi.
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Copyright (c) 2026 M. Suyuti Arif, Novi Sri Rahmi, Fathurrahman, Muhammad Habibullah Aminy, Slamet Mardiyanto Rahayu, Lale Ajeng Khalifatun Wardani, Wahyu Aprilyaningsih
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