The Effect of Service Quality, HR Competence and Service Accessibility on Patient Satisfaction at Urangagung Health Center

Etik Dwi Kusrini (Master of Management Study Program, Universitas Muhammadiyah Sidoarjo, Sidoarjo, Indonesia)
Imelda Dian Rahmawati (Master of Management Study Program, Universitas Muhammadiyah Sidoarjo, Sidoarjo, Indonesia)

Renaissance
Vol. 1 No. 1 (2026): Renaissance 2026

This study aims to examine the effect of service quality, competence of human resources (HR), and service accessibility on patient satisfaction at community health centers. The method used in this research is quantitative, by combining literature review and empirical data on patient services obtained based on the results of filling out questionnaires. In this study, the total sample size was 143 outpatients, and accidental sampling was used as the sampling technique. The data analysis approach used in this study uses Partial Least Square (PLS) through the utilization of SmartPLS version 3 software. that Patient satisfaction is determined by excellent service quality, competent human resources and ease of accessibility which we present using a Likert scale assessment. Increasing 3 variables is proven to increase patient satisfaction in health care institutions at all levels.