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All Journal Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Journal of Accounting and Finance Management (JAFM)
Mohammad Agung Saryatmo
Universitas Tarumanagara, Jakarta, Indonesia
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences

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Studi Mengenai Pengaruh Tingkat Kepuasan Pasien Ibu Hamil terhadap Pelayanan Antenatal Care di Rumah Sakit Kota Sorong Rahaliya Salsabila Fatahuddin; Mohammad Agung Saryatmo
Jurnal Manajemen Pendidikan dan Ilmu Sosial Vol. 6 No. 5 (2025): Jurnal Manajemen Pendidikan dan Ilmu Sosial (Agustus-September 2025)
Publisher : Dinasti Review

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jmpis.v6i5.5415

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh kualitas pelayanan antenatal care terhadap kepuasan pasien ibu hamil di Rumah Sakit Kasih Herlina, Sorong. Kualitas pelayanan diukur menggunakan lima dimensi SERVQUAL, yaitu bukti fisik (tangibles), keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan desain cross-sectional. Data dikumpulkan melalui kuesioner kepada 115 responden dan dianalisis menggunakan metode Partial Least Square-Structural Equation Modeling (PLS-SEM). Hasil penelitian menunjukkan bahwa kelima dimensi kualitas pelayanan berpengaruh positif dan signifikan terhadap kepuasan pasien, dengan nilai koefisien determinasi (R²) sebesar 0,661 dan nilai Goodness of Fit sebesar 0,680. Dimensi tangibles memiliki pengaruh paling kuat terhadap kepuasan pasien dengan nilai original sample 0,252 dan t-statistic 3,357. Penelitian ini memberikan implikasi manajerial bahwa rumah sakit perlu fokus pada peningkatan fasilitas fisik, profesionalisme tenaga medis, serta pelayanan yang responsif dan empatik. Untuk penelitian selanjutnya disarankan mempertimbangkan variabel tambahan dan pendekatan kualitatif untuk memperoleh pemahaman yang lebih mendalam.
Examining SERVQUAL Dimensions and Patient Satisfaction Using PLS-SEM: Evidence From an Indonesian Public Health Center Vira Geraldine Arliska; Mohammad Agung Saryatmo
Journal of Accounting and Finance Management Vol. 7 No. 2 (2026): Journal of Accounting and Finance Management (May - June 2026)
Publisher : DINASTI RESEARCH

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38035/jafm.v7i2.3353

Abstract

Primary healthcare centers in Indonesia face persistent service quality challenges, yet empirical studies employing structural modeling in resource-constrained settings remain scarce. This study analyzes the effect of the five SERVQUAL dimensions—tangibles, reliability, responsiveness, assurance, and empathy—on patient satisfaction at Keboan Ngusikan Public Health Center, Jombang Regency, East Java. Using a quantitative cross-sectional design, 300 outpatients were selected via purposive sampling and surveyed with a validated Likert-scale instrument. Partial Least Squares–Structural Equation Modeling (PLS-SEM) was applied for analysis. All five dimensions exerted a positive and statistically significant effect on patient satisfaction. Responsiveness emerged as the most influential predictor, followed by tangibles, assurance, empathy, and reliability. The model demonstrated strong explanatory power (R² = 0.712), explaining 71.2% of variance in patient satisfaction. These findings extend Service Quality Theory to a primary care context with staffing constraints, offering actionable implications for healthcare managers and policymakers seeking to improve service delivery at community health centers across Indonesia.
Co-Authors Rahaliya Salsabila Fatahuddin Vira Geraldine Arliska