Patient satisfaction with healthcare service quality at community health centers
DOI: https://doi.org/10.56922/mhc.v5i2.3214
Healthcare Service Quality Patient Satisfaction Primary Healthcare
Abstract
Background: Healthcare service quality is a critical determinant of patient satisfaction, particularly at primary healthcare facilities such as community health centers. Patient satisfaction serves both as an indicator of service success and a reflection of care quality.
Purpose: To analysed the relationship between healthcare service quality and patient satisfaction at community health centers.
Method: A quantitative cross-sectional study was conducted using total sampling (n = 50 outpatients). Data were collected via a structured SERVQUAL-based questionnaire (tangibles, reliability, responsiveness, assurance, empathy) and a patient satisfaction scale. Bivariate analysis employed the Chi-Square test. Results: A total of 80.0% of respondents rated service quality as good to very good, with empathy (42.0% very good) and assurance (38.0% very good) as the highest-rated dimensions. Overall patient satisfaction reached 82.0% (satisfied to very satisfied). Chi-Square analysis revealed a statistically significant relationship between service quality and patient satisfaction (p = 0.000).
Conclusion: Higher healthcare service quality was significantly associated with greater patient satisfaction. Continuous improvement, particularly in physical facilities and service responsiveness, is recommended.
Keywords: Healthcare Service Quality; Patient Satisfaction; Primary Healthcare.
Downloads
References
Abdullah, A. F., Sulastiana, M., & Harding, D. (2023). Trends of Service Quality Researches in Indonesian Health Journals Over The Last Five Years: A Literature Review. Asian Journal of Engineering, Social and Health, 2(11), 1378-1389.
Afiyah, N., & Ayuningtyas, D. (2023). Factors influencing the implementation of health service quality governance in puskesmas: systematic review. Asian Journal of Healthy and Science, 2(3), 130-147.
Cipta, D. A., Andoko, D., Theja, A., Utama, A. V. E., Hendrik, H., William, D. G., & Lumbuun, N. (2024). Culturally sensitive patient-centered healthcare: a focus on health behavior modification in low and middle-income nations—insights from Indonesia. Frontiers in Medicine, 11, 1353037.
Ferreira, D. C., Vieira, I., Pedro, M. I., Caldas, P., & Varela, M. (2023). Patient satisfaction with healthcare services and the techniques used for its assessment: a systematic literature review and a bibliometric analysis. In Healthcare (Vol. 11, No. 5, p. 639). Mdpi.
Harniati, H., Masriadi, M., Rahman, A., Fadliyah, F., Arjang, A., & Ambar, S. (2026). Implementation Of Patient-Centered Care as An Effort to Enhance Service Quality and Patient Safety in Community Health Centers. Care: Jurnal Ilmiah Ilmu Kesehatan, 14(1), 194-205.
Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing management, global edition (Vol. 832). Pearson.
Mardaleta, M., Lubis, A. R., Diantimala, Y., & Fahlevi, H. (2022). Determinants of patient behavioural loyalty on primary health centres: Evidence from a cross-sectional study in Indonesia. F1000Research, 11, 440.
Ng, J. H., & Luk, B. H. (2019). Patient satisfaction: Concept analysis in the healthcare context. Patient education and counseling, 102(4), 790-796.
Ngoh, S., Tang, W. E., Chng, E., & Chong, P. N. (2022). Comment on Surendran et al. The Missed Opportunity of Patient-Centered Medical Homes to Thrive in an Asian Context. Int. J. Environ. Res. Public Health 2021, 18, 1817. International Journal of Environmental Research and Public Health, 19(8), 4683.
Obaidi, A., Rahmani, A., Khader, Y., & Negarandeh, R. (2025). Patients’ Satisfaction with Nursing Care Quality and Its Related Factors: A Cross-Sectional Study. Florence Nightingale Journal of Nursing, 33, e24144.
Parasuraman, A. B. L. L., Zeithaml, V. A., & Berry, L. (2018). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12-40.
Rahmatia, S., Basri, M., Ismail, I., Adi, S., Nasrullah, N., & Ahmad, A. (2025). Service quality in hospital inpatient care: SERVQUAL model approach. Health SA Gesondheid, 30, 3055.
Ranjana, R., Anantharaman, V. V., Palanisamy, K., Bincy, K., & Manoharan, M. (2023). Validation of Patient Satisfaction Scale and Measurement of Patient Satisfaction Level Among Inpatient of a Tertiary Care Hospital, Chengalpattu District Tamil Nadu. National Journal of Community Medicine, 14(04), 267-270.
Shure, G., Gamachu, M., Mitiku, H., Deressa, A., Eyeberu, A., Mohammed, F., & Mussa, I. (2023). Patient satisfaction and associated factors among insured and uninsured patients in Deder General Hospital, eastern Ethiopia: a facility-based comparative cross-sectional study. Frontiers in Medicine, 10, 1259840.
Sultoni, A., Santoso, S., & Riawan, R. (2026). The Influence of Health Worker Services on Patient Satisfaction with Islamic Spiritual Concepts as a Moderating Variable. Jurnal Ilmiah Manajemen Kesatuan, 14(2), 1851-1864.
Walsh, S., O’Neill, A., Hannigan, A., & Harmon, D. (2019). Patient-rated physician empathy and patient satisfaction during pain clinic consultations. Irish Journal of Medical Science (1971-), 188(4), 1379-1384.
World Health Organization. (2025). Quality of care: a process for making strategic choices in health systems. 2006. World Health Organization. Available from: https://apps. who. int/iris/handle/10665/43470.
Zeithaml, V. (2021). Refinement and Reassessment of the SERVQUAL Scale.
Zhang, H., Ma, W., Zhou, S., Zhu, J., Wang, L., & Gong, K. (2023). Effect of waiting time on patient satisfaction in outpatient: An empirical investigation. Medicine, 102(40), e35184.
Zota, D., Diamantis, D. V., Katsas, K., Karnaki, P., Tsiampalis, T., Sakowski, P., & Linos, A. (2023). Essential skills for health communication, barriers, facilitators and the need for training: perceptions of healthcare professionals from seven European countries. In Healthcare (Vol. 11, No. 14, p. 2058). MDPI.
Downloads
Published
Issue
Section
License
Copyright (c) 2026 JOURNAL OF Mental Health Concerns
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
