The Effect of Service Quality, HR Competence and Service Accessibility on Patient Satisfaction at Urangagung Health Center
Keywords:
Accessibility, Quality of service, patient satisfaction, Human ResourcesAbstract
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.
References
Ministry of Health Ri, "Guidelines for Village Health Center," Jakarta, Indonesia," 2020.
Indonesian Ministry of Health, "National Report on Health Facility Research 2020," Jakarta, Indonesia," 2020.
E. Nurachmah et al, "Analysis of Patient Satisfaction with Health Center Services in Indonesia," Journal of Indonesian Health Administration," J. Adm. Kesehat. Indones., vol. 7, no. 1, pp. 17-25, 2019.
Urangagung Health Center, Sidoarjo District, "Health Profile of Urangagung Health Center".
Ministry of Health Ri, "National Report on Health Human Resources 2022," Jakarta, Indonesia," Lap. National. Mns. Health., 2022.
W. H. Organization, "World Health Statistics 2021," Geneva, Switzerland," 2021.
A. Bhandari et al., "The Effect of Service Quality and HR Competence on Health Center Patient Satisfaction," J. Manaj. Health Serv., vol. 24, no. 2, pp. 89-97, 2021.
R. Susanti et al, "Service Accessibility as a Major Predictor of Patient Satisfaction in Rural Health Centers," J. Adm. Health. Indones., vol. 9, no. 1, pp. 32-40, 2021.
F. A. et Al, "Analysis of the Effect of Service Quality, HR Competence, and Accessibility on Health Center Patient Satisfaction," J. Manaj. Health Serv., vol. 25, no. 1, pp. 11-20, 2022.
M. Sari et al, "Factors Affecting Health Center Patient Satisfaction: A Systematic Review," J. Adm. Health. Indones., vol. 8, no. 2, pp. 112-121, 2021.
P. Widyastuti et al, "The Relationship between Service Quality and HR Competence with Puskesmas Patient Satisfaction: The Mediating Role of Service Accessibility," J. Manaj. Health Serv., vol. 23, no. 3, pp. 145-153, 2020.
D. Kurniawan et al, "The Effect of Service Quality, HR Competence, and Service Accessibility on Health Center Patient Satisfaction: Case Study at Urban Health Center," J. Kebijak. Health. Indones., vol. 10, no. 4, pp. 198-207, 2021.
L. L. Parasuraman, A., Zeithaml, V.A., & Berry, "ERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality," J. Retail., vol. 64, no. 1, pp. 12-40, 1988.
Y. Yunike, I. A. Tyarini, S. Evie, H. Hasni, D. Y. Suswinarto, and S. Suprapto, "Quality of Health Services to the Level of Patient Satisfaction," J. Ilm. Kesehat. Sandi Husada, vol. 12, no. 1, pp. 183-189, June 2023, doi: 10.35816/jiskh.v12i1.990.
T. Wulandari, "The Effect of Health Service Quality on Patient Satisfaction at Malange City Hospital," J. Adm. Kesehat. Indones., vol. 10, n, pp. 112-120., 2022.
J. D. Gama, F. O., Silva, P. F., & Dias, "The Impact of Service Quality on Patient Satisfaction in Brazilian Hospitals," Int. J. Qual. Serv. Sci., vol. 13, n, pp. 171-188., 2021.
B. S. Rohmah, N., Yusuf, A., & Haryono, "The Effect of Service Quality on Outpatient Satisfaction at Regional General Hospitals," J. Adm. Health. Indones., vol. 8, no, pp. 35-44., 2020.
J. M. Amalia, R., Wibawa, B. M., & Sukoco, "The Influence of Service Quality on Patient Satisfaction through Trust and Commitment in Private Hospitals in Bandung City," Int. J. Qual. Serv. Sci., vol. 13, n, pp. 585-599., 2021.
S. Ayon, S., & Sermsri, "Service Quality and Patient Satisfaction in Primary Healthcare Centers in Thailand," Int. J. Healthc. Manag., vol. 15, no. 2, pp. 131-138., 2022.
R. Pratiwi, S. P. Wibawa, and D. A. Rinawati, "The Effect of Human Resource Competencies on Patient Satisfaction in Hospitals," J. Adm. Hospital, vol. 6 no. 2, pp. 107-115, 2020.
K. Markey, L. Murphy, C. O'Donnell, J. Turner, and O. Doody, "Clinical supervision: A panacea for missed care," J. Nurs. Manag., vol. 28, no. 8, pp. 2113-2117, Nov 2020, doi: 10.1111/jonm.13001.
S. Supriyanto and M. Cholil, "The Effect of Employee Competence on Patient Satisfaction in Regional General Hospitals," J. Adm. Kesehat. Indones., vol. 9, no. 1, pp. 49-58, 2021.
M. Shokoohi, M. Osooli, and S. Stranges, "COVID-19 Pandemic: What Can the West Learn From the East?" Int. J. Heal. Policy Manag., May 2020, doi: 10.34172/ijhpm.2020.85.
D. Blouin and E. V. Smith, "Measuring the continuous quality improvement orientation of medical education programs," Int. J. Health Care Qual. Assur., vol. 33, no. 2, pp. 158-171, Feb 2020, doi: 10.1108/IJHCQA-06-2019-0102.
A. A. Surianti, A. Wanti, "The Effect of Nurse Competence on Patient Satisfaction at the Makassar City Regional General Hospital," J. Adm. Hospital, vol. 6, no. 1, pp. 12-20, 2020.
and N. N. Y. C. Yildirim, A. Demiray, "The effect of employee competencies on patient satisfaction: An empirical study in Turkish hospitals," International Journal of Healthcare Management, vol. 13, no. 1, pp. 290-299, 2020," Int. J. Healthc. Manag., vol. 13, no. 1, pp. 290-299, 2020.
A. Saputra, E., Hidayati, S., & Yulianto, "The effect of service accessibility on patient satisfaction in hospitals in Indonesia," Int. J. Healthc. Manag., vol. 13, no. 4, pp. 301-307, 2020, doi: 10.1108/IJHM-07-2019-0247.
M. J. Naseer, A., Khan, M. A., & Iqbal, "Impact of accessibility of healthcare services on patient satisfaction: A study of public sector hospitals in Pakistan," Int. J. Healthc. Qual. Manag., vol. 32, no. 4, pp. 275-296, 2019.
M. Supriyanto, D., & Cholil, "The influence of service accessibility on patient satisfaction in hospitals," J. Public health Res., vol. 5, no. 1, pp. 42-49, 2018.
and J. R. D. J. S. Aday, M. Vicka, "'The Impact of Healthcare Accessibility on Patient Satisfaction: A Nationwide Study,'" J. Heal. Qual., vol. 44, no. 8, pp. 98-107, 2022.
and M. D. B. V. Rahmayanti, M. Utama, "The Effect of Service Accessibility on Patient Satisfaction at the Pekanbaru City Regional General Hospital," J. Adm. Hospital, vol. 6, vol. 6, no. 2, pp. 125-135, 2020.
and Y. Q. L. Shan, J. Zhao, Z. Ning, K. Huang, "The Impact of Healthcare Service Accessibility on Patient Satisfaction," Int. J. Environ. Res. Public Health, vol. 17, no. 2, pp. 1-16, 2020.
Dr. Arif Kurniawan, "The Effect of Service Quality on Outpatient Satisfaction and Trust at Dr. Ario Wirawan Salatiga Lung Hospital," 2020.
noor alya, "Analysis of the Effect of Competence and Discipline of Health Workers on Patient Satisfaction at the Inpatient Health Center Jasinga Bogor Regency West Java," 2024.
DANI SAHIRUL ALIM, "Service Quality at Queen Latifa General Hospital," 2021.
noor A. and W. Latunreng, "Analysis of the Effect of Competence and Discipline of Health Workers on Patient Satisfaction at the Inpatient Health Center Jasinga Bogor Regency West Java," Transparency J. Ilm. Adm. Science, pp. 70-84, 2021.
N. K. S. S. Dewi, R. Sick, G. Dan, and M. Faculty, "The effect of accessibility on patient satisfaction at the dental and oral hospital of the faculty of dentistry, mahasaraswati university denpasar," udayana, 2019. [Online]. Available at: http://unmas-library.ac.id/wp-content/uploads/2014/10/SKRIPSI2.pdf
S. Nuraini, "'The Relationship between Service Quality and Patient Satisfaction at the Health Center,'" J. Health Sciences, vol. 10, no. no 1, pp. 13-23, 2022.
E. N. Liao, L. Z. Chehab, K. Neville, J. Liao, D. Patel, and A. Sammann, "Using a human-centered, mixed methods approach to understand the patient waiting experience and its impact on medically underserved populations," BMC Health Serv. Res., vol. 22, no. 1, pp. 1388, Nov 2022, doi: 10.1186/s12913-022-08792-8.
T. Yamashita, "Analyzing Likert scale surveys with Rasch models," Res. Methods Appl. Linguist, vol. 1, no. 3, pp. 100022, Dec 2022, doi: 10.1016/j.rmal.2022.100022.
and A. G. Wibisono, Aryo, R. Amilia Destryana, "Partial Least Square (PLS) Training for Students," J. Abdiraja, vol. 4.2, pp. 24-30., 2021.
J. F. Hair, J. J. Risher, M. Sarstedt, and C. M. Ringle, "When to use and how to report the results of PLS-SEM," Eur. Bus. Rev., vol. 31, no. 1, pp. 2-24, Jan 2019, doi: 10.1108/EBR-11-2018-0203.
P. Kline, Handbook of Structural Equation Modeling (2nd ed.). Guilford Press. 2022.
M. Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, "A primer on partial least squares structural equation modeling (PLS-SEM) (3rd ed.)," SAGE Publ., 2021, doi: 10.4135/9781506392445.
W. N. Aliman, N. K., & Mohamad, "The Influence of Service Quality on Customer Satisfaction in the Tourism Industry: A Case Study of Sabah, Malaysia," Int. J. Acad. Res. Bus. Soc. Sci., vol. 12(3), pp. 1489-1500, 2022, doi: 10.6007/IJARBSS/v12-i3/13103.
R. Subedi, B., & Dangol, "Impact of Service Quality on Customer Satisfaction in Nepalese Commercial Banks," J. Bus. Soc. Sci. Res., vol. 7(1), pp. 93-103., 2022, doi: 10.3126/jbssr.v7i1.43192.
and S. M. A. A. M. Alshahrani, M. S. Alqahtani, "The Impact of Healthcare Staff Competency on Patient Satisfaction in Saudi Arabian Hospitals," J. Healthc. Qual., vol. 44, no. 2, pp. 289-298, Mar 2022, [Online]. Available at: https://journals.lww.com/10.1097/JHQ.0000000000000321
R. Chandra and P. Singh, "R. Chandra and P. Singh, 'The Role of Human Resource Competency in Enhancing Patient Satisfaction in Indian Hospitals,' Int. J. Healthc. Manag., vol. 15, no. 3, pp. 241-249, 2022, doi: 10.1080/20479700.2020.1796106,” Int. J. Heal. Manag, vol. 15, no. 241-249, 2022, 2022, doi: 10.1080/20479700.2020.1796106.
et al M. A. Malik, "Importance of Accessibility of Healthcare Services in Patient Satisfaction," Cureus, vol. 13, no. art. no. e15533, p. no. e15533, 2021.
R. R. and N. Nurhasanah, "Analysis of the Effect of Service Quality on Patient Satisfaction in Semarang City Regional General Hospital with PLS-SEM Approach," J. Ekon. Health, vol. 1, no. 2, pp. 1-14, 2022, doi: 10.47688/jekk.v1i2.2345," J. Ekon. Health, vol. 1, no, pp. 1-14, 2022,.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Etik Dwi Kusrini, Imelda Dian Rahmawati
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
