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Journal : Science Midwifery

Determinants of patient satisfaction in health center services in Indonesia Harahap, Preti Sinta; Siregar, Putra Apriadi; Gurning, Fitriani Pramita
Science Midwifery Vol 13 No 1 (2025): April: Health Sciences and related fields
Publisher : Institute of Computer Science (IOCS)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35335/midwifery.v13i1.1855

Abstract

Patient satisfaction is a crucial indicator in assessing the quality of health services in Community Health Centers (Puskesmas). As the primary healthcare providers at the community level in Indonesia, Puskesmas play a vital role in ensuring accessible, affordable, and comprehensive health services. High patient satisfaction not only reflects the effectiveness of healthcare delivery but also influences patient adherence to medical recommendations, trust in the healthcare system, and overall public health outcomes. Therefore, understanding the factors that determine patient satisfaction is essential for improving service quality and formulating effective healthcare policies. Quality health services in Community Health Centers are one of the main indicators in increasing patient satisfaction. This study aims to analyze the determinants of patient satisfaction with Community Health Center services in Indonesia using secondary data from the 2017 Health Manpower Research (Risnakes). The research design uses a quantitative approach with Spearman Rank correlation analysis to see the relationship between independent variables, such as speed of service, friendly attitude of officers, communication, patient rights, and quality of health service facilities, to the dependent variable, namely patient satisfaction. The results showed that speed of service had the most dominant influence on patient satisfaction (r = 0.792; p < 0.05), followed by quality of service facilities (r = 0.473; p < 0.05) and the right to choose health services (r = 0.283; p < 0.05). Other factors, such as friendliness of officers, communication, and confidentiality of patient information, showed a weak but significant relationship. Overall, the independent variables contributed 99% to the dependent variable. This study emphasizes the importance of improving the efficiency of services and physical facilities in Community Health Centers to improve patient satisfaction. These findings are expected to be a reference in formulating better health service policies in Indonesia.
Co-Authors A.D, Ayu Wulandari Abdi Mubarak Syam Abdillah Ahsan Abdul Aziz Rusman Adina, Nurul Adinda Azima Riskiya Sibarani Adinda Gusti Irawan Adinda, Desty Adinda, Faiza Affendi, Hazrul Agustina, Dewi Ahmad Syukroni Sinaga Ahmad Taufiq Ahsan, Abdillah Aiga Nurkhalilah Pasaribu Aina Fitrah Aulia Ritonga Akmal Fiqhi Ranu Mahendra Alwi Ridho Amalia Puji Adjani Amalia Rahmah Harahap Amrainum, Desri Ananda Nurmairani Laoli Ananda Nurul Hidayah Andriani, Riski Anggun Triyoolanda Anisa Ayu Lestari Aprida Aulia Rizki Apriliani, Apriliani Arifin Arifin Arifin Shaleh Lubis Ashela Risa Asnil Aidah Ritonga Assyifa Deswita Mrp Aulia, Dinda Zalfa Ayu Ardillah Ayu Carolina Azhari Akmal Tarigan Azmi, Nurul Azzahra Chandra Syafira Azzahra, Sheylla Batubara, Inggrid Mentari Berutu, Mastuti Br.Ginting, Radha Agri Bunga Elvyan Br Damanik Cahyani, Erika Setia Dalimunthe, Isnaini Alya Amanda Dany, Cut Nasywa Kesuma David Siagian Dea Ananda Br.SK Dea Febrina Desty Adinda Desty Adinda Desty Adinda Desty Adinda Desty Adinda Dewi Agustina Diajeng ayu Sekar zahroh Dinda Agus Tantri Dinda Sari Apriliani Dini Tria Anggraini Diva Nada Rizki Nuzlan Dwi Rahma Dwiyana Mawarni Ellisha Putriady Elsa Yoreina Purba Elva Hariyani Emmy Yustina Erlina Sari Hasibuan Etti Sudaryati Eva Mulyani Sekedang Evalina Franciska Hutasoit Evalina Franciska Hutasoit Evalina Franciska Hutasoit Fachira, Ar Rum Nur Fadhlan Al Hafizh Marpaung Fadhlan Amir Lubis Fadillah, Indah Fahira Ramadhani Saragih Faiqah Adnin Purba Fakhreni Fakhreni Falefi, Reinpal Fani Dwi Yanti Faradilla Diwanta Farcha Fahrica Farhun Nisah Fathin, Fadhilah Rahmadani Fatma Indriani Fauziah Nasution Fauziah Nasution Feby Harianti Ginting Fennisyah Andriani Saragih Fharcha Fahrica Fidorova, Yolanda Fikha Syra Utami Firstika Nabilla B Fitri Hayati Fitri Hayati Fitri Hayati Fitri Hayati Fitri Hayati Fitri Sari Saragih Fitria Simatupang Fitria Simatupang Fitria Ulfah Fitriani Pramita Gurning Ginting, Feby Harianti Giranza, Virgian Hairum Nafsiah Purba Handayani, Fitri Hanum, Shafira Harahap, Eka Harahap, Preti Sinta Harahap, Reni Agustina Harahap, Sandrina Aulia Hardilah Ayu Ramadani Hardilah Ayu Ramadani Hasanatun Laili Hasibuan, Fadlya Purnama Hasibuan, Humaira Luthfia Putri Hasibuan, Reni Ria Armayani Hasibuan, Tika Agyuni Hazrin, Yosi Ika Putri Salsabila Ikhsan Ibrahim Ikhsan Ibrahim Pohan Indah Syahfitri, Rizky Intan Kusumawati Iqbal, Mhd. Jannah Widya Sari Limbong Japakiya, Ismail Lutfi Jasmen Manurung Jelita Suryani Siregar Jesi Wanda Harahap Junaisa Intan Farashati Kadillah Suherry Khairani, Fadhila Khairiyah Dwie Vanesa Khairunnisa Effendi Khairunnisa Khairunnisa Khofipah, Siti Kholijah, Anna Kholijah, Siti Kiara Aulia Pelawi Kinanti, Widya Laila Najmi Latifah Mutiah Nurhidayah Layla Hanum BB Lestari, Anggi Ayu Lia Saptriana Lina Wati Luthfiah Mawar M Dwi Setiawan M. Iqbal Maduri Sakilla Manik, Romi Zahir Mapa, Arfan Maria Ulpah Sitorus Matondang, Nizar Zulmi Maulida Rezkiah Maysara Edriani Maziaturrahmah Maziaturrahmah Mega Rahmadani Siregar Mhd Abdul Rajab Harahap Mira Ulpayani Harahap Mira Ulpayani Harahap Moriana ulfa Siregar Muchliza Rizwany Muchliza Rizwany Muhammad Ancha Sitorus Muhammad Ancha Sitorus Muhammad Ancha Sitorus Muhammad Ancha Sitorus Muhammad Ancha Sitorus Muhammad Iqbal Dalimunthe Muhammad Khair Gunawan Muhammad Raihan Pratama Muhammad Rezebri Muhammad Rezebri Muhammad Ridwan MUHAMMAD SUBHAN Muhammad Zali Muharrammah Isnaini Mushtofainal Akhyar Mutia Azhari Mutiara Rizki Nabila Hana Nabila Husna Nabila Isma Zahra Nabila Syafira Hasibuan Nabilah Aprilia Marwa Nadia Amanda Azwa Nadira Amalia Nahar, Syamsu Nahda Aurallia Naldo, Jufri Naldo Nasri Mohammed Nasution, Amalia Rahmi Nita anggina Nasution Nizar Zulmi Matondang Nofi Susanti Nofi Susanti Nofi Susanti Novi Susanti Novi, Salwa Luthfiyyah Nst, Izza Azzahra Nur Ainun Waruwu Nur Asiyah Siregar Nur Fadhilah Hasanah Nur Hasanah Nurhayati Nurhayati Nurhayati Nurhayati Nurhayati Nurhayati Nurhayati Nurhayati Nurhayati Nurmaini Nurmaini Nurmiah Dongoran Nurmiah Dongoran Oppy Oktavianty Windari Panjaitan, Nuraisyah Wulandari Parapat, Ruqayah Salsabila Permata Amalia Mursyid Petti Siti Fatimah Pratiwi, Sabila Purnama, Tri Bayu Putri Suci Ramadiah Putri Zahra Aminah Lubis Rahmadillah, Al Fiza Putri Rahmah Fadlilatu Syahadah Rahmanda, Lily Rahmi Atika Rahmi Vovo Raisah Adilah Ramadhani, Tasha Nabila Rani Elviyanti Siregar Rani Elviyanti Siregar Rapotan Hasibuan Rehana Qari Hafizah Reinpal Falefi Reni Armayani Nasution Reni Ria Armayani Hasibuan Reni Ria Armayani Hasibuan Retno Dwiyan Putri Retno Dwiyan Putri Rezebri, Muhammad Ridha Panalia Siregar Ridmahsyah Widiya Sari Riski Agussalim Siregar Risna Risna Ritonga, Aulia Rahma Ritonga, Futri Rivai Diski Purba Rizqa Auliyah Shifah Sagala Robani Catursaptani Robani Catursaptanie Rollina Ahmad Romiza Arika Rosalinda Harahap Rosida Sapriani Harahap Rosmeri Simarmata Sabrina Edriati Tarigan Safira, Putri Sahilatun Nashirah Saidah Fatimah Sari Simanjuntak Salamudin Salamudin Sandiyatun Daulay Saphira, Sindi Julfa Saragih, Dhea Fitri Saragih, Indah Aulia Pratiwi Saragih, Izzah Dienillah Sarah Fadhila Siregar Sarah Fadhila Siregar Sarah Mumtaz Sari, Novita Sekar Zahroh, Diajeng Ayu Shafa, Banafsyah Shafira Hanum Shahrani Dwianti Pane Sheila Megarani Shofiyyah Adilah Shofiyyah Adilah Sibuea, Alya Az Zahra Sifa, Syalsabila Sikumbang, Eva Sahriani Silvina Mutia Afrianda Simanjuntak, Saidah Fatimah Sari Sinaga, Haryanti Sintia Safitri Sipahutar, Nurida Siregar, Muthia Afrah Goslan Siregar, Prima Yanti Siregar, Prima Yanti Siregar, Salwa Salsabila Siti Aminah Siti Annisa Mardhotillah Ardy Siti Risma Dayanti Sitorus, Ardiansyah Pratama Sonia Febriana Sri Ilawati Sri kemuning Wulandari Sri Rahayu Suci Maghfirah Suci Ramadhani Suci Wahyuni Suraya, Rani Suro Rahmadhona Tumanggor Sutari Tarigan Syafran Arrazy Syafran Arrazy Syahrani, Putri Syahrini Awaliyah Syam, Abdi Mubarak Syam, Abdi Mubarrak Syamsu Rizal Lubis Sylva Qamara Nur Fadilah Talitha Syafira Nurhayati Tanjung, Hazira Yulistia Tanjung, Vindy Ammadhea Tarigan, Sutari Tri Niswati Utami Tumangger, Suro Rahmadhona Tumangger, Suro Rahmadhona Ujung, Mariama Utami, Fikha Syra Utami, Tri Niswati Wahyudi Wahyudi Wahyudi Wahyudi Wan Rizky Chairunnisa Wanda Aulia Oktapianti Wasiyem, Wasiyem Watni Marpaung Widya Oktaviani Wilda Wardani Winanti, Sumi Fitri Yardina Fauziah Harahap Yohana Ingrid Lorenza Yulia Khairina Ashar Yunetasya Munthe Yusrina, Tania Yusuf Hanafi Lubis Zahra, Nabila Isma Zahwatul Hasanah Siregar Zali, Muhammad Zamharira Riska Zuhrina Aidha Zulianty Putri Azizah Zulkarnain, Thahara Sumayya