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All Journal JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi)
Theodora Dona Mila
Universitas Sangga Buana
Economics, Econometrics & Finance

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Meningkatkan Kepuasan Pasien melalui Optimalisasi Kualitas Pelayanan, Fasilitas Kesehatan, dan Citra Puskesmas Sebangki, Kalimantan Barat Theodora Dona Mila; Farida Yuliaty; Rukhiyat Syahidin; Taufan Nugroho; Kosasih Kosasih
JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi) Vol. 12 No. 1 (2026): Februari 2026
Publisher : Sekretariat Pusat Lembaga Komunitas Informasi Teknologi Aceh

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/jemsi.v12i1.5611

Abstract

This study aims to analyze the influence of healthcare service quality, healthcare facilities, and community health center (Puskesmas) image on outpatient satisfaction at Sebangki Community Health Center, Landak Regency, West Kalimantan. The research employed a quantitative approach with data collected through questionnaires distributed to 128 outpatient respondents. Data analysis was conducted using validity and reliability tests, multiple linear regression, correlation coefficient, and coefficient of determination. The results indicate that service quality, healthcare facilities, and Puskesmas image have a positive effect on patient satisfaction, both partially and simultaneously. The findings affirm that patient satisfaction can be enhanced through improvements in service quality, the availability and comfort of facilities, and the strengthening of a positive institutional image in the community. Among the three variables, healthcare service quality showed the lowest average value, suggesting the need for greater attention in continuous improvement efforts. The implications of this study may serve as valuable input for Puskesmas management in formulating more effective service strategies to improve patient satisfaction and loyalty.
Co-Authors Farida Yuliaty Kosasih Rukhiyat Syahidin Taufan Nugroho