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All Journal Jurnal Persatuan Perawat Nasional Indonesia (JPPNI)
Eka Budiarto
Study Program of Nursing, Faculty of Health Sciences, Universitas Muhammadiyah Pekajangan, Pekalongan, Indonesia Pekajangan Street, no 1 A, Pekalongan Indonesia
Humanities Education Health Professions Nursing Public Health

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Nursing Service Quality and Outpatient Satisfaction at Community Health Centers: A Cross-Sectional Study in Pekalongan Nur Izzah; Elva Firnanda; Eka Budiarto
Jurnal Persatuan Perawat Nasional Indonesia (JPPNI) Vol 11, No 2 (2026)
Publisher : Persatuan Perawat Nasional Indonesia (JPPNI)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32419/jppni.v11i2.911

Abstract

ObjectiveTo analyze the quality of nursing services and its relationship with outpatient satisfaction at the Community Health Center(Puskesmas).MethodsThis study employed a descriptive-correlative design with a cross-sectional approach. Data were collected using a quota sampling technique. The sample consisted of 96 outpatients at the general clinic of Puskesmas X, Pekalongan City. The research instruments included a nursing service quality questionnaire and a patient satisfaction questionnaire. Data were analyzed using the Chi-Square test.ResultsThe findings indicated that 55.21% of respondents perceived the quality of nursing services as good, and 54.17% reported being satisfied with the services. The analysis yielded a p-value of 0.001 (p < 0.05), signifying a significant correlation between the quality of nursing services and outpatient satisfaction. Respondents who received nursing care were 9.9 times more likely to be satisfied with the nursing care provided at community health center outpatient clinics.ConclusionThere is a significant relationship between the quality of nursing services and outpatient satisfaction at the public health center.  Consequently, policies and rigorous monitoring-evaluation of the implementation of standard operating procedures (SOPs) for nursing care are essential.KeywordsNurses, patient satisfaction, quality of nursing services
Co-Authors Elva Firnanda Nur Izzah