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All Journal Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Journal of Economic, Bussines and Accounting (COSTING) Jurnal Administrasi dan Manajemen Community Engagement and Emergence Journal (CEEJ) Abdimas Altruis: Jurnal Pengabdian Kepada Masyarakat Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi)
Saputra, Harmawan Teguh
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Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Social Sciences Other

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THE EFFECT OF LABORATORY SERVICE QUALITY ON PATIENT SATISFACTION AT PUSKESMAS AJUNG, JEMBER REGENCY Liansyah, Ahmad Hotip Ragil; Susanti, Indria Yuli; Saputra, Harmawan Teguh
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 15 No. 2 (2026): Jurnal Maneksi (Management Ekonomi Dan Akuntansi)
Publisher : Politeknik Negeri Ambon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31959/jm.v15i2.3749

Abstract

Introduction: Laboratory services are an essential component of primary healthcare as they support accurate diagnosis and treatment, while also influencing patient perceptions of service quality. However, issues such as long waiting times, limited facilities, and unclear communication may reduce patient satisfaction. Therefore, this study aims to examine the effect of laboratory service quality on patient satisfaction at Puskesmas Ajung, Jember Regency.Methods: This research employed a quantitative approach with a cross-sectional design using accidental sampling, involving 36 respondents who received laboratory services. Data were collected through a structured questionnaire based on service quality dimensions, including reliability, responsiveness, assurance, empathy, and tangibles, and were analyzed using validity and reliability tests and simple linear regression analysis.Results: The findings indicate that laboratory service quality has a positive and significant effect on patient satisfaction, as evidenced by a regression coefficient of 0.257 and a significance value of 0.000, which is lower than 0.05. The correlation coefficient shows a moderately strong relationship, while the coefficient of determination indicates that 31.1% of patient satisfaction can be explained by laboratory service quality. Conclusion and suggestion: It can be concluded that improving laboratory service quality, particularly in terms of service speed, clarity of information, staff professionalism, and facility comfort, will enhance patient satisfaction. Therefore, healthcare providers are encouraged to continuously improve service quality and facilities, while future researchers are advised to include additional variables and larger sample sizes to obtain more comprehensive results. Keywords: Laboratory Service Quality; Patient Satisfaction; Public Health Center; SERVQUAL
SERVICE QUALITY AND BPJS PATIENT SATISFACTION AT THE MATERNAL AND CHILD HEALTH CLINIC (KIA) OF LEDOKOMBO HEALTH CENTER, JEMBER REGENCY Yulianti, Dessy; Saputra, Harmawan Teguh; Utama, Hanif Hadinata
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 15 No. 2 (2026): Jurnal Maneksi (Management Ekonomi Dan Akuntansi)
Publisher : Politeknik Negeri Ambon

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31959/jm.v15i2.3764

Abstract

Introduction: This study aims to analyze the relationship between BPJS patient satisfaction and the quality of maternal and child health (KIA) services at the Ledokombo Community Health Center. Patient satisfaction is a crucial indicator in assessing the success of healthcare services, particularly within the National Health Insurance (JKN) scheme implemented through BPJS. The KIA service, as a maternal health service at the community health center, possesses both clinical and interpersonal characteristics that influence patient perceptions of quality and satisfaction.Methods: This study used a quantitative analytical design with a correlational approach, involving 100 BPJS patients at the KIA Clinic of Ledokombo Community Health Center. Data were collected using a 5-point Likert-scale SERVQUAL questionnaire and analyzed using the Pearson Product-Moment correlation test in SPSS 2025.Results: The results show that service quality at the MCH clinic is classified as good, with Assurance and Responsiveness as the most prominent dimensions. Patients feel safe, trust healthcare providers, and receive fast and responsive services. A total of 76% of respondents reported being satisfied, although some were moderately satisfied or dissatisfied, particularly regarding communication and personal attention. Pearson analysis indicates a strong and significant positive relationship between service quality and patient satisfaction (r = 0.684; p = 0.000), thus the research hypothesis is accepted.Conclusion and suggestion: There is a significant relationship between service quality and BPJS patient satisfaction at the MCH clinic. Therefore, increased satisfaction can be achieved by strengthening clinical competence, service speed, and interpersonal communication. It is recommended that community health centers strengthen clinical communication training and optimize maternal service flows. Keywords: BPJS, KIA, Primary Health Care, Satisfaction, Service Quality
Co-Authors Aryatno, Risqi Pradana Eka Setyowati Hanif Hadinata Utama Indria Yuli Susanti, Indria Yuli Jauharo, Jauharo Karnadi, Karnadi Liansyah, Ahmad Hotip Ragil Lusiawati, Siti Lutrianingsih, Lutrianingsih Mursida, Siti Pratiwi, Dyah Risty Ajeng Ririn Handayani Roro Aditya Novi Wardhani Santoso, Nugroho Edie Saputra, Rehanuddin Aji Silalahi, Amin Soleha Fitri, Anandea Sukarmi Sukarmi, Sukarmi Utama, Hanif Hadinata Wartono, Hari Yulianti, Dessy Zahro, Shofiatus