FACTORS AFFECTING THE QUALITY OF SERVICES IN THE MALUKU PROVINCE OF HEALTH LABORATORY DURING THE COVID-19 PANDEMIC

The quality of health services is health services that can satisfy every service user of health services in accordance with the level of satisfaction, namely with various factors. These factors are physical evidence, empathy, affordability/access, convenience, information, timeliness. The purpose of the study was to determine: factors that affect the quality of service at the Maluku Provincial Health Laboratory Center during the Covid-19 pandemic. This study uses an analytical survey with a cross sectional approach. The population in this study were all patients who visited the Maluku Provincial Health Laboratory to conduct laboratory examinations, while the population of patient visits for one month was 260 people. The sample of this study were people who came to check at the Maluku Provincial Health Laboratory Center at the time of the study with a total of 158 samples, the sample size was calculated using the Slovin formula. Data analysis used chi- square and multiple linear regression. The results showed that the factors affecting the quality of service were physical evidence (p=0.000), empathy (p=0.000), affordability/access (p=0.001), convenience (p=0.000), information (p=0.000) and timeliness (p=0.000) and timeliness (p=0.000). p=0.000). After further analysis, it was found that the comfort factor greatly affects the quality of service. Customers/patients have not been satisfied with the services provided by the Maluku Provincial Health Laboratory Center during the Covid1-19 pandemic. The Maluku Provincial Health Laboratory will further improve the quality of services so that it can improve the quality of services during the Covid-19 pandemic.