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All Journal Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Journal of Economic, Bussines and Accounting (COSTING) Alignment: Journal of Administration and Educational Management Jurnal Administrasi dan Manajemen Community Engagement and Emergence Journal (CEEJ) Jurnal Partisipatoris Promotor: Jurnal Mahasiswa Kesehatan Masyarakat Jurnal Pengabdian Masyarakat Indonesia (JPMI)
Harmawan Teguh Saputra
Universitas PGRI Argopuro Jember
Humanities Decision Sciences, Operations Research & Management Earth & Planetary Sciences Economics, Econometrics & Finance Education Environmental Science Health Professions Languange, Linguistic, Communication & Media Nursing Public Health Social Sciences Other

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AN EVALUATION OF PATIENT SATISFACTION WITH INPATIENT SERVICES AT UPTD COMMUNITY HEALTH CENTER OF MUMBULSARI, JEMBER REGENCY Lutrianingsih Lutrianingsih; Roro Aditya Novi Wardhani; Harmawan Teguh Saputra
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 15 No. 1 (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.v15i1.3563

Abstract

Introduction: Patient satisfaction is a crucial indicator of healthcare quality, serving as a benchmark for evaluating service performance in primary care institutions. This study examines how SERVQUAL dimensions affect inpatient satisfaction at UPTD Community Health Centers, Mumbulsari, Jember. Methods: Data were gathered once within a predetermined time frame from patients who had received inpatient care during the preceding three months using a cross-sectional, quantitative strategy. Ninety respondents made up the sample, which was chosen using a combination of purposive and incidental sampling methods and calculated using Ferdinand's formula. The five SERVQUAL dimensions were measured using a standardized questionnaire with a five-point Likert scale. SPSS-supported multiple linear regression was used to examine the data.Results: The findings showed that tangibles, responsiveness, empathy, and assurance all significantly and favorably impacted patient satisfaction, with assurance being the best predictor. Unexpectedly, there was a strong negative correlation between reliability and satisfaction, meaning that as reliability increased, patient satisfaction decreased. This result may indicate problems with measurement validity or reflect a mismatch with patient expectations. With an Adjusted R2 of 0.819, the regression model showed strong explanatory power, indicating that aspects of service quality had an important impact on patient satisfaction.Conclusion and suggestion: It is concluded that improving assurance, responsiveness, empathy, and tangibles should be prioritized in service delivery, while the negative reliability effect requires further investigation to refine measurement tools or manage patient expectations. These findings have practical implications for enhancing primary healthcare management, particularly in strengthening staff competence, service responsiveness, and facility standards to increase overall patient trust and satisfaction. Keywords: Inpatient Care, Patient Satisfaction, Public Health Center, SERVQUAL
THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION WITH TRADITIONAL GIFT-GIVING USING A MODERN APPROACH AT KREASI ISTANA WINGKING Ririn Handayani; Amin Silalahi; Harmawan Teguh Saputra
Jurnal Maneksi (Management Ekonomi Dan Akuntansi) Vol. 15 No. 1 (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.v15i1.3710

Abstract

Introduction: This study aims to analyze the effect of service quality on customer satisfaction in traditional gift-giving (seserahan) services with a modern approach at Kreasi Istana Wingking. The growing demand for customized, aesthetically enhanced seserahan services underscores the importance of maintaining high service standards to ensure customer satisfaction and competitiveness in the creative services industry.Methods: This research employs a quantitative explanatory approach involving 35 respondents selected through purposive sampling. Data were collected using a five-point Likert scale questionnaire developed based on SERVQUAL dimensions and customer satisfaction indicators. The instrument was tested for validity and reliability, and the data were analyzed using simple linear regression after satisfying classical assumptions, including normality, multicollinearity, and heteroscedasticity tests.Results: The findings indicate that service quality positively and significantly influences customer satisfaction. Customers generally provided very positive evaluations of the services received, indicating that reliability, responsiveness, assurance, empathy, and tangible aspects play an important role in shaping satisfaction in traditional–modern seserahan services.Conclusion and Suggestion: It can be concluded that improving service quality is essential for enhancing customer satisfaction. Service providers are encouraged to maintain consistent service standards, improve communication clarity, ensure timeliness, and provide personalized attention to strengthen customer trust and long-term business sustainability. Keywords: Customer Satisfaction, , Kreasi Istana Wingking, Service Quality, SERVQUAL, Traditional–Modern Gift Service
THE EFFECT OF LABORATORY SERVICE QUALITY ON PATIENT SATISFACTION AT PUSKESMAS AJUNG, JEMBER REGENCY Ahmad Hotip Ragil Liansyah; Indria Yuli Susanti; Harmawan Teguh Saputra
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
Co-Authors Ahmad Hotip Ragil Liansyah Amin Silalahi Anandea Soleha Fitri Andri Mardi Susanto Arda Yusuf Munggaran Ayu Ferra Dwi Lestari Devi Mandaqini Eka Setyowati Etika Hari Pidani Hanif Hadinata Utama Indah Cindiyana Indria Yuli Susanti, Indria Yuli Jauharo Jauharo Karnadi Karnadi Lailatul Faizah Lutrianingsih Lutrianingsih Nihlah Nafa’ani Rinta Oktrisia Ririn Handayani Roro Aditya Novi Wardhani Silma Aulia Siti Aminah Sri Wulandari Sukarmi Sukarmi