Analysis of patient satisfaction with health services at Sei Berombang Labuhanbatu Health Center

Nur, Badri and Ginting, Chrismis Novalinda and Nasution, Ali Napiah. (2025) Analysis of patient satisfaction with health services at Sei Berombang Labuhanbatu Health Center. World Journal of Biology Pharmacy and Health Sciences, 21 (1). pp. 309-314. ISSN 2582-5542

The quality of health services is an essential factor in creating patient satisfaction and trust in health facilities. Puskesmas, as a critical health service, plays a central role in meeting the community's health needs, especially in remote areas such as Sei Berombang Labuhanbatu. However, the challenges faced by Puskesmas in providing adequate services often lead to variations in patient satisfaction levels. Lack of resources and infrastructure are barriers to improving service quality. This study aims to analyze the effect of health service quality dimensions on patient satisfaction at Puskesmas Sei Berombang in 2024. The method used was a quantitative approach with a cross-sectional analytic design involving 160 respondents from a population of 256 patients selected incidentally. Data were collected through interviews and online questionnaires and then analyzed using the Chi-Square test and multiple logistic regression. The results showed that reliability, assurance, tangibles, responsiveness, and empathy had a significant relationship with patient satisfaction, with p-values of 0.001, 0.008, 0.009, 0.002, and 0.003, respectively. The empathy variable has the most important influence on patient satisfaction, with an odds ratio (OR) of 8.256, indicating that increased empathy in service increases the chance of patient satisfaction by more than eight times. These findings highlight the importance of improving the quality of health services, especially empathy, to achieve optimal patient satisfaction. Therefore, service quality improvement strategies are recommended to focus on all five quality dimensions to effectively improve patient satisfaction in community health centers.