Published: 2026-02-01
Meningkatkan Kepuasan Pasien melalui Optimalisasi Kualitas Pelayanan, Fasilitas Kesehatan, dan Citra Puskesmas Sebangki, Kalimantan Barat
DOI: 10.35870/jemsi.v12i1.5611
Abstract
This study aims to analyze the influence of healthcare service quality, healthcare facilities, and community health center (Puskesmas) image on outpatient satisfaction at Sebangki Community Health Center, Landak Regency, West Kalimantan. The research employed a quantitative approach with data collected through questionnaires distributed to 128 outpatient respondents. Data analysis was conducted using validity and reliability tests, multiple linear regression, correlation coefficient, and coefficient of determination. The results indicate that service quality, healthcare facilities, and Puskesmas image have a positive effect on patient satisfaction, both partially and simultaneously. The findings affirm that patient satisfaction can be enhanced through improvements in service quality, the availability and comfort of facilities, and the strengthening of a positive institutional image in the community. Among the three variables, healthcare service quality showed the lowest average value, suggesting the need for greater attention in continuous improvement efforts. The implications of this study may serve as valuable input for Puskesmas management in formulating more effective service strategies to improve patient satisfaction and loyalty.
Keywords
Service Quality; Healthcare Facilities; Puskesmas Image; Patient Satisfaction; Public Service
Article Information
This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.
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Issue: Vol. 12 No. 1 (2026)
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Section: Articles
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Published: 2026-02-01
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License: CC BY 4.0
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Copyright: © 2026 Authors
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DOI: 10.35870/jemsi.v12i1.5611
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Theodora Dona Mila, Universitas Sangga Buana
Magister Manajemen, Fakultas Ekonomi dan Bisnis (FEB), Universitas Sangga Buana, Bandung, Indonesia.
Farida Yuliaty, Universitas Sangga Buana
Magister Manajemen, Fakultas Ekonomi dan Bisnis (FEB), Universitas Sangga Buana, Bandung, Indonesia.
Rukhiyat Syahidin, Universitas Sangga Buana
Magister Manajemen, Fakultas Ekonomi dan Bisnis (FEB), Universitas Sangga Buana, Bandung, Indonesia.
Taufan Nugroho, Universitas Sangga Buana
Magister Manajemen, Fakultas Ekonomi dan Bisnis (FEB), Universitas Sangga Buana, Bandung, Indonesia.
Kosasih Kosasih, Universitas Sangga Buana
Magister Manajemen, Fakultas Ekonomi dan Bisnis (FEB), Universitas Sangga Buana, Bandung, Indonesia.
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