The Relationship Between Health Service Quality and Patient Satisfaction Level at the Old Tonsea Community Health Center in 2025.
Keywords:
Health Service Quality, Patient Satisfaction, Old Tonsea Health Center
Abstract
Background: Patient satisfaction is the main indicator in measuring the success of health service delivery. Based on initial observations at the Tonsea Lama Health Center, even though it has been fully accredited, there are still complaints related to waiting time and comfort. This study aims to determine the relationship between the quality of health services and the level of patient satisfaction at the Tonsea Lama Health Center in 2025.
Objective: To find out the relationship between the quality of health services and the level of patient satisfaction at the Tonsea Lama Health Center.
Methods: This study used a quantitative method with a cross sectional design. The study population was outpatients at the Tonsea Lama Health Center with a sample of 73 respondents taken using consecutive sampling techniques. The research instrument uses a questionnaire that has been tested for validity and reliability. Data analysis was carried out univariately, bivariate using the Chi-Square test, and the Pearson correlation test.
Results: The results of the univariate analysis showed that the majority of respondents were female (69.9%), aged 55-65 years (32.9%), high school education (72.6%), and worked as IRTs (52.1%). As many as 63.0% of respondents rated the quality of service in the good category and 63.0% of respondents were satisfied. The results of the Chi Square test showed a p-value = 0.000 (< 0.05), which means that there is a significant relationship between the quality of health care and the level of patient satisfaction. The Pearson correlation test showed a value of r = 0.824, which indicated a very strong and positive relationship.
Conclusion: There is a significant and very strong relationship between the quality of health services and the level of patient satisfaction at the Tonsea Lama Health Center. The better the perception of the quality of the service provided, the higher the level of patient satisfaction.
References
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Prapitasari, R., & Jalilah, N. H. (2020). The basic concept of health service quality. Adab Publisher
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Rahmawati, D., & Mokodompit, E. A. (2025). Literature Review Analysis: Diversification of Health Services through Digital Technology Integration and Its Impact on Health Services. Journal of Artificial Intelligence and Digital Business
Rijal, Telew, A., & Pajung, B. (2023). The Relationship of BPJS Patient Satisfaction to the Quality of Service at the Kolonodale Health Center. Manado Health Scientific Journal (JIKMA), 2(1), 1-8.
Sanjaya, W. (2023). Analysis of patient satisfaction with the quality of health services at the UPTD Puskesmas Limusnunggal Sukabumi City. Bhakti Husada Health Sciences Journal, 14(02), 215–225. https://doi.org/10.34305/jikbh.v14i02.906
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Sari, K., Megawati, & Ahmad, H. (2023). Factors Affecting the Quality of Health Services towards BPJS Patient Satisfaction at the Internal Medicine Polyclinic of the Padang Sidempuan City General Hospital. Indonesian Health Promotion Publication Media, 6(5), 982–988. https://doi.org/10.56338/mppki.v6i5.view/3470.
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Sinay, H., Dolang, M. W., Soumokil, Y., & Sillehu, S. (2024). Service Quality and Satisfaction of Outpatients at the Tamalanrea Health Center, Makassar. Journal of Health Research, 15(1).
Sinollah, & Masruro. (2019). In Shaping Customer Satisfaction so as to Create Customer Loyalty (Case Study at Toko Mayang Collection Kepanjen Branch). Journal of Dialectics, 4(1), 45–64.
Stephens, M. (2024). Analysis of Patient Loyalty and Patient Satisfaction: A Literature Review Approach with Hospital Service Quality as an Intervening Variable. 4(4), 2047–2058.
Sugiyono. (2021). Qualitative Quantitative Research Methods and R&D (2nd ed.). Alphabet.
Tan, C. N. L., Ojo, A. O., Cheah, J. H., & Ramayah, T. (2019). Measuring the influence of service quality on patient satisfaction in Malaysia. Quality Management Journal, 26(3), 129–143. https://doi.org/10.1080/10686967.2019.1615852
Tani, A. A., Telew, A., & Pajung, C. B. (2023). Patient Satisfaction Level with Health Services at the Touluaan Health Center, Southeast Minahasa Regency. Manado Health Scientific Journal (JIKMA), 2(1), 16–23.
Wardiah, R. (2021). The relationship between the quality of health services and the satisfaction level of inpatients at dr. Rasidin Padang Hospital. Human Care Journal, 6(1), 225-231.
Wullur, R. R. R., Saputele, R. M., & Wariki, W. M. V. (2023). The Relationship Between Health Service Quality and BPJS Patient Satisfaction at the Wenang Health Center. J Tropical Medicine, 11(2), 493-498.
Yunita Nirma. (2022)The Relationship of Patient Family Satisfaction in Inpatient Registration Services and the Quality of Service at Idaman Banjarbaru Regional Hospital, ). Journal of Patient Family Satisfaction Relationship in Service XII(3), 1–5.
Al-Balas, S. M., Al-Maqableh, H. O., Athamneh, S., & Odeibat, A. M. (2024). Quality status: A SERVQUAL approach to evaluate the effect of healthcare service quality on patient satisfaction in Jordan. International Journal of Healthcare Management.
Alfira, A., Assa, Y., Kep, S., & Kes, M. M. (n.d.). HEALTH SERVICES.
Aminilia, S. W., & Widodo, S. (2018). Analysis of Patient Satisfaction Level with the Quality of Health Services in BPJS Patients in Outpatient Duren Sawit Regional Hospital Jakarta in 2017. Journal for a Healthy Society (JUKMAS), volume 2(1), 1–15.
Anfal, A. (2020). The Effect of Service Quality and Hospital Image on the Level of Inpatient Satisfaction at Sundari Medan General Hospital in 2018. Excellent Midwifery Journal, 3(2), 1–19. https://doi.org/10.55541/emj.v3i2.130
Anggraini, A. D., Sembiring, D. A., Ngii, Y., Abubakar, F., Sari, H. P., Angraini, D., Hans, F., Mawo, M., Wulandari, D. A., Rajab, M. Al, Diniyah, K., Yashir, M., & Indarti, C. (n.d.). No Title.
Anzar, M., Sudirman, S., & Saputra, A. D. (2022). The Relationship between Service Quality and BPJS Kesehatan Patient Satisfaction Level at Mabelopura Health Center, Palu City. Collaborative Journal of Science, 5(6), 297–303. https://doi.org/10.56338/jks.v5i6.2497Pasien, K., Inap, R., Rsud, D. I., & Padang, R. (2021). The Relationship between Health Service Quality and the Level. 6(1), 225–231.
Apriany, R. (2025). Analysis of Human Resources of Health Workers and Cadres to Improve Access and Quality of ILP Ternate Services 2024-2025. KNOWLEDGE: Journal of Research and Development Results, 5(3), .https://doi.org/10.54371/knowledge.v5i3.6803
Bancin, R., Situmorang, H., & Lubis, A. (2023). Implementation of National Health Insurance in improving access to public health services. Journal of Indonesian Health Policy, 12(3), 45-58.
Eliya Astutik, E. (2020). The Relationship between Health Service Quality and Patient Satisfaction of BPJS Outpatient Participants at Puskesmas. Journal of Health Dr. Soebandi, 8(2), 158–163. https://doi.org/10.36858/jkds.v8i2.243
Fatima, T., Malik, S. A., & Shabbir, A. (2018). Hospital healthcare service quality, patient satisfaction and loyalty. International Journal of Quality & Reliability Management, 35(6), 1195–1214. https://doi.org/10.1108/IJQRM- 02-2017-0031
Herawati, A. T., Assa, A. A. Y., Muslihah, L., Triana, M., Tho, I. L., Keintjem, F., Kasihani, N. N., Indra, H. C., Jannah, F., Karningsih, Anggreyni, M., Kristianto, J., Rikawarastuti, & Ulaen, S. P. J. (2024). Health Service Quality Management. Media Pustaka Indo (RIGGS), 4(4), 7332–7340. https://doi.org/10.31004/riggs.v4i4.582
Husna, A., Hidayati, E., & Rahayu, S. (2022). Analysis of the quality of health services on outpatient satisfaction at health centers. Journal of Public Health, 10(2), 123–130.
Iriyanti, M., Zulfikar, Z., & Yusran, M. (2021). The Relationship between the Quality of Pharmaceutical Services and Outpatient Satisfaction at the Bebesen Health Center, Central Aceh Regency. Serambi Saintia Journal of Science and Applications, IX, 1.
Ministry of Health of the Republic of Indonesia. (2019). Regulation of the Minister of Health of the Republic of Indonesia Number 43 of 2019 concerning Public Health Centers
Ministry of Health of the Republic of Indonesia. (2020). Regulation of the Minister of Health of the Republic of Indonesia Number 4 of 2020 concerning Technical Guidelines for the Use of Non-Physical Special Allocation Funds for the Health Sector for the Fiscal Year 2020
Ministry of Health of the Republic of Indonesia. (2022). Regulation of the Minister of Health of the Republic of Indonesia Number 30 of 2022 concerning National Indicators of Health Service Quality.
Ministry of Health of the Republic of Indonesia. (2024). Regulation of the Minister of Health of the Republic of Indonesia Number 19 of 2024 concerning the Implementation of Public Health Centers
Ministry of Health. (2022). Regulation of the Minister of Health of the Republic of Indonesia Number 30 of 2022 concerning National Indicators of Health Service Quality for Independent Practice Places for Doctors and Dentists, Clinics, Community Health Centers, Hospitals, Health Laboratories, and Transfu Units. Minister of Health of the Republic of Indonesia Regulation of the Minister of Health of the Republic of Indonesia, 879, 2004–2006.
Laksono, A. D., Wulandari, R. D., & Matahari, R. (2022). Determinants of healthcare utilization among workers in Indonesia. International Journal of Environmental Research and Public Health, 19(10), 6105.
MENPANRB. (2017). Permenpan Nomot No. 17 of 2017. Minister of State Apparatus Empowerment and Bureaucratic Reform of the Republic of Indonesia,.
Mujiharti, R., Mudmainah, & Sepriani, E. G. (2024). The Relationship between Health Service Quality and Patient Satisfaction Level at the Pulmonary TB Polyclinic of Bihbul Health Center, Margahayu District, Bandung. Journal of Rajawali Health, 14(01), 18–21. https://doi.org/10.54350/jkr.v14i01.354
Nanda, N. D., Hukum, F., Sultan, U., & Tirtayasa, A. (2025). Legality and Bureaucracy in the Establishment of Health Facilities and Regulatory Discrepancy and Juridical Implications for Investment and Access to Health Services in Indonesia Natasya Dwi Nanda. 2 (November).
Nursalam. (2019). Nursing Science Research Methodology: A Practical Approach (Edition 5). Jakarta: Salemba Medika
Pajung, C. B., Budi, D. P., Wambrauw, A., Sula, Y. I., Charil, A., & Sariyani, M. D. (2026). Health Law and Legislation. CV. Edu Academy.
Regulation of the Minister of Health of the Republic of Indonesia No. 43 of 2019. (2019). Regulation of the Minister of Health of the Republic of Indonesia No. 43 of 2019 concerning Puskesmas. Regulation of the Minister of Health of the Republic of Indonesia No. 43 of 2019 concerning Health Centers, Number 65(879), 2004–2006
Regulation of the Minister of Health of the Republic of Indonesia Number 30 of (2022) concerning National Indicators of Health Service Quality.
Prapitasari, R., & Jalilah, N. H. (2020). The basic concept of health service quality. Adab Publisher
President of the Republic of Indonesia. (2023). Law of the Republic of Indonesia Number 17 of 2023 concerning Health. Law, 187315, 1–300.
Rahmawati, D., & Mokodompit, E. A. (2025). Literature Review Analysis: Diversification of Health Services through Digital Technology Integration and Its Impact on Health Services. Journal of Artificial Intelligence and Digital Business
Rijal, Telew, A., & Pajung, B. (2023). The Relationship of BPJS Patient Satisfaction to the Quality of Service at the Kolonodale Health Center. Manado Health Scientific Journal (JIKMA), 2(1), 1-8.
Sanjaya, W. (2023). Analysis of patient satisfaction with the quality of health services at the UPTD Puskesmas Limusnunggal Sukabumi City. Bhakti Husada Health Sciences Journal, 14(02), 215–225. https://doi.org/10.34305/jikbh.v14i02.906
Sarata, M. I. M., Kenjam, Y., & Riwu, Y. R. (2023). The Relationship between Health Service Quality and Outpatient Satisfaction Level at the Public Poly of the Kapan Health Center, North Mollo District, South Central Timor Regency. SEHATMAS: Scientific Journal of Public Health, 2(2), 456–467. https://doi.org/10.55123/sehatmas.v2i2.1833
Sari, K., Megawati, & Ahmad, H. (2023). Factors Affecting the Quality of Health Services towards BPJS Patient Satisfaction at the Internal Medicine Polyclinic of the Padang Sidempuan City General Hospital. Indonesian Health Promotion Publication Media, 6(5), 982–988. https://doi.org/10.56338/mppki.v6i5.view/3470.
Selfanay, M., Pajung, C. B., & Suarjana, I. W. (2021). The relationship between service quality and inpatient satisfaction at Cendrawasih Dobo Hospital, Aru Islands Regency. Epidemics: UNIMA Journal of Public Health, 2(3), 47–52.
Sinay, H., Dolang, M. W., Soumokil, Y., & Sillehu, S. (2024). Service Quality and Satisfaction of Outpatients at the Tamalanrea Health Center, Makassar. Journal of Health Research, 15(1).
Sinollah, & Masruro. (2019). In Shaping Customer Satisfaction so as to Create Customer Loyalty (Case Study at Toko Mayang Collection Kepanjen Branch). Journal of Dialectics, 4(1), 45–64.
Stephens, M. (2024). Analysis of Patient Loyalty and Patient Satisfaction: A Literature Review Approach with Hospital Service Quality as an Intervening Variable. 4(4), 2047–2058.
Sugiyono. (2021). Qualitative Quantitative Research Methods and R&D (2nd ed.). Alphabet.
Tan, C. N. L., Ojo, A. O., Cheah, J. H., & Ramayah, T. (2019). Measuring the influence of service quality on patient satisfaction in Malaysia. Quality Management Journal, 26(3), 129–143. https://doi.org/10.1080/10686967.2019.1615852
Tani, A. A., Telew, A., & Pajung, C. B. (2023). Patient Satisfaction Level with Health Services at the Touluaan Health Center, Southeast Minahasa Regency. Manado Health Scientific Journal (JIKMA), 2(1), 16–23.
Wardiah, R. (2021). The relationship between the quality of health services and the satisfaction level of inpatients at dr. Rasidin Padang Hospital. Human Care Journal, 6(1), 225-231.
Wullur, R. R. R., Saputele, R. M., & Wariki, W. M. V. (2023). The Relationship Between Health Service Quality and BPJS Patient Satisfaction at the Wenang Health Center. J Tropical Medicine, 11(2), 493-498.
Yunita Nirma. (2022)The Relationship of Patient Family Satisfaction in Inpatient Registration Services and the Quality of Service at Idaman Banjarbaru Regional Hospital, ). Journal of Patient Family Satisfaction Relationship in Service XII(3), 1–5.
Published
2026-04-30
How to Cite
Cyndi Delimah Y.M. Pasaribu, Christian Bertom Pajung, & Prycilia Pingkan Mamuaja. (2026). The Relationship Between Health Service Quality and Patient Satisfaction Level at the Old Tonsea Community Health Center in 2025. International Journal of Health, Economics, and Social Sciences (IJHESS), 8(2), 1815~1823. https://doi.org/10.56338/ijhess.v8i2.11065
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Copyright (c) 2026 Cyndi Delimah Y.M. Pasaribu, Christian Bertom Pajung, Prycilia Pingkan Mamuaja
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