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All Journal Promotor: Jurnal Mahasiswa Kesehatan Masyarakat
Rukmana Wijayanti, Yetik
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Nursing Public Health Other

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The Influence of Healthcare Service Quality on Patient Satisfaction at Balung Health Center Rukmana Wijayanti, Yetik; Wardhani, Roro Aditya Novi; Utama, Hanif Hadinata
PROMOTOR Vol. 9 No. 2 (2026): APRIL
Publisher : Universitas Ibn Khaldun Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.32832/pro.v9i2.2143

Abstract

Community Health Centers (Puskesmas) serve as primary healthcare facilities that play a vital role in improving public health through promotive and preventive services. However, the quality of services in various regions, including Jember Regency, continues to face several challenges. Data indicate a decline in the Community Satisfaction Index (IKM) from 81% in 2023 to 79% in 2024, reflecting a decrease in patient satisfaction. Balung Health Center has become a focal point due to patient complaints regarding the lack of friendliness among healthcare workers, limited medical facilities, and a shortage of doctors. This study aims to analyze the effect of service quality on patient satisfaction using a quantitative approach based on the SERVQUAL model. Findings indicate that service quality significantly affects patient satisfaction, with reliability being the most dominant factor.
Co-Authors Roro Aditya Novi Wardhani Utama, Hanif Hadinata