Synergistic Effects of Health Center Service Quality and Patient Knowledge on Patient Satisfaction in Cimahi City: English

Artarina DA Samoedra; Theresia Marditama; Ridono Caesar Suhud; Harun H. Trismiyanto; Nadya Hasna; Hennisa Salma; Sheila Azzahra

doi:10.55227/ijhess.v5i6.2376

Authors

Artarina DA Samoedra Universitas Jenderal Achmad Yani
Theresia Marditama Hospital Administration Study Program, Faculty of Medicine, Universitas Jenderal Achmad Yani
Ridono Caesar Suhud Hospital Administration Study Program, Faculty of Medicine, Universitas Jenderal Achmad Yani
Harun H. Trismiyanto Hospital Administration Study Program, Faculty of Medicine, Universitas Jenderal Achmad Yani
Nadya Hasna Hospital Administration Study Program, Faculty of Medicine, Universitas Jenderal Achmad Yani
Hennisa Salma Hospital Administration Study Program, Faculty of Medicine, Universitas Jenderal Achmad Yani
Sheila Azzahra Hospital Administration Study Program, Faculty of Medicine, Universitas Jenderal Achmad Yani

DOI:

https://doi.org/10.55227/ijhess.v5i6.2376

Keywords:

Service Quality, Patient Knowledge, Patient Satisfaction, Primary Healthcare

Abstract

This study examines the synergistic effects of health center service quality and patient knowledge on patient satisfaction at a community health center (Puskesmas) in Cimahi City, West Java, Indonesia. A quantitative methods was employed with data collected from purposively selected adult respondents residing in the Cimahi Tengah Sub-district who had utilized Puskesmas services within the preceding six months. Service quality was operationalized using the SERVQUAL instrument covering five dimensions: reliability, responsiveness, assurance, empathy, and tangibles. Patient knowledge and patient satisfaction were each measured using validated instruments adapted from established references. All instruments demonstrated satisfactory internal consistency. Path analysis using LISREL software was employed to assess direct and causal relationships among variables. Results indicated that service quality exerted a significant direct positive effect on patient satisfaction, as did patient knowledge. Simultaneously, both variables jointly explained a substantial proportion of the variance in patient satisfaction, confirming the synergistic contribution of the two predictors. These findings underscore the importance of a dual strategy combining continuous service delivery improvement and systematic patient health-literacy programs to achieve higher patient satisfaction in Indonesian primary healthcare settings

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