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All Journal Lokawati: Jurnal Penelitian Manajemen dan Inovasi Riset
Gemi Hafitiani Otafirda
Universitas Pasundan
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Pengaruh Proses dan Karyawan terhadap Nilai Pelayanan Serta Implikasinya pada Kepuasan Pasien: Suatu Survei pada Pasien di UPTD Puskesmas Babakan Sari Gemi Hafitiani Otafirda; Tita Setiawati
Lokawati : Jurnal Penelitian Manajemen dan Inovasi Riset Vol. 4 No. 3 (2026): Mei: Jurnal Penelitian Manajemen dan Inovasi Riset
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/lokawati.v4i3.2912

Abstract

This study aims to obtain empirical evidence regarding the influence of process and employees on service value and its implications for patient satisfaction at UPTD Puskesmas Babakan Sari. This study employed a quantitative approach using descriptive and verificative methods. The population consisted of outpatients at UPTD Puskesmas Babakan Sari, with a sample of 100 respondents selected using consecutive sampling. Data were collected through structured questionnaires, observation, interviews, and literature studies. Descriptive analysis was used to describe the conditions of process, employees, service value, and patient satisfaction, while verificative analysis was used to examine the effects among variables using path analysis. The results showed that process obtained a mean score of 2.55 and was categorized as poor, employees obtained a mean score of 2.68 and were categorized as poor, service value obtained a mean score of 2.80, while patient satisfaction obtained a mean score of 2.67 and was categorized as dissatisfied. Path analysis showed that process had a positive and significant effect on service value with a path coefficient of 0.412, while employees had a positive and significant effect on service value with a path coefficient of 0.385. Simultaneously, process and employees contributed 54.65% to service value. Service value had a positive and significant effect on patient satisfaction with a path coefficient of 0.724 and a contribution of 52.42%. Process and employees also had indirect effects on patient satisfaction through service value of 0.298 and 0.279, respectively. These findings indicate that improving service processes and employee quality is important in enhancing service value, which subsequently contributes to increased patient satisfaction.
Co-Authors Setiawati, Tita