Analysis Of Outpatient Satisfaction Levels At Lakologou Health Center

Abstract

Medical Records are part of digital innovations in healthcare services aimed at improving service quality, work efficiency, and patient data security. At Lakologou Public Health Center, this represents an adaptation of information systems to support faster, more orderly, and professional outpatient services. This study aims to analyze the level of outpatient satisfaction based on the five service quality dimensions of SERVQUAL: tangibles, reliability, responsiveness, assurance, and empathy. This research used a quantitative descriptive design with a survey approach. The sample consisted of 80 outpatients selected using purposive sampling. Data were collected using a structured questionnaire and analyzed descriptively in the form of frequency and percentage distributions The results showed that the overall level of outpatient satisfaction ranged from satisfied to very satisfied across the five dimensions. The tangibles dimension achieved the highest score of 88% (very satisfied), indicating patient satisfaction with the orderliness and cleanliness of services. The reliability dimension scored 61% (satisfied), suggesting that services were fairly reliable but still faced network-related challenges. The responsiveness dimension reached 80% (satisfied), reflecting improved staff responsiveness despite suboptimal waiting times. The empathy dimension scored 76% (satisfied), demonstrating that personal interaction was well maintained even with computerized services. Finally, the assurance dimension scored 75% (satisfied), showing that patients felt safe and trusted both the confidentiality of their data and the services provided by staff.In conclusion, outpatient satisfaction at Lakologou Health Center in 2025 was generally good, but improvements are still needed, particularly in the registration process, to further enhance the overall quality of healthcare services.