The Influence of Service Quality on Patient Satisfaction at the Jatiluhur Community Health Center (UPTD Puskesmas), Purwakarta Regency

Service quality is an important factor associated with patient satisfaction in primary healthcare facilities. Changes in the Community Satisfaction Index at Jatiluhur Community Health Center during 2023–2025, together with preliminary survey findings, highlight the need to examine the relationship between these variables. This study aimed to analyze the relationship between service quality and patient satisfaction at Jatiluhur Community Health Center, Purwakarta Regency, Indonesia. A quantitative survey with a cross-sectional design was conducted among 96 patients selected through incidental sampling. Data were collected using questionnaires and analyzed with Pearson correlation and simple linear regression. The results revealed a Pearson correlation coefficient of 0.411, indicating a moderate positive relationship. The regression equation was Ŷ = 21.256 + 0.357X, with a t-statistic of 4.375 and a significance level of p < 0.001. The coefficient of determination (R² = 0.169) indicated that service quality explained 16.9% of the variation in patient satisfaction scores, while the remaining 83.1% was associated with factors outside the model. These findings demonstrate a positive and statistically significant relationship between service quality and patient satisfaction. The study provides context-specific empirical evidence to inform primary healthcare service evaluation, although the model's explanatory power remains limited.

Keywords: service quality; patient satisfaction; community health center; SERVQUAL.