Citra Klinik, Kualitas Pelayanan, dan Fasilitas Kesehatan sebagai Faktor Penentu Kepuasan Pasien Rawat Jalan di Klinik Utama Santa Elisabeth Hungaria, Kabupaten Landak

Mariana Mariana; Sumeidi Kadarisman; Rulia Rulia; Ayu Laili Rahmiyati; Kosasih Kosasih

doi:10.35870/jemsi.v11i5.5542

Published: 2025-10-01

Citra Klinik, Kualitas Pelayanan, dan Fasilitas Kesehatan sebagai Faktor Penentu Kepuasan Pasien Rawat Jalan di Klinik Utama Santa Elisabeth Hungaria, Kabupaten Landak

DOI: 10.35870/jemsi.v11i5.5542

Mariana Mariana, Sumeidi Kadarisman, Rulia Rulia, Ayu Laili Rahmiyati, Kosasih Kosasih

Affiliation Details

Mariana Mariana: Universitas Sangga Buana
Sumeidi Kadarisman: Universitas Sangga Buana
Rulia Rulia: Universitas Jenderal Achmad Yani
Ayu Laili Rahmiyati: Universitas Sangga Buana
Kosasih Kosasih: Universitas Sangga Buana

Abstract

This study aims to analyze the influence of clinic image, service quality, and health facilities on outpatient satisfaction at Santa Elisabeth Hungaria Main Clinic, Ngabang, Landak Regency, West Kalimantan. The research employed a quantitative method with a survey approach, involving 126 outpatient respondents. Data analysis was carried out using multiple linear regression, including partial (t-test), simultaneous (F-test), and coefficient of determination (R²). The findings reveal that clinic image, service quality, and health facilities each have a positive and significant effect on outpatient satisfaction, with clinic image emerging as the most dominant variable. The simultaneous test also confirmed that the three independent variables collectively have a significant influence on patient satisfaction. The coefficient of determination (R²) of 0.508 indicates that 50.8% of the variation in patient satisfaction can be explained by these three variables, while the remaining 49.2% is influenced by other factors outside the model. These results reinforce previous studies and provide managerial implications that enhancing patient satisfaction should focus on strengthening clinic image, providing adequate health facilities, and continuously improving service quality.

Keywords

Clinic Image ; Service Quality ; Health Facilities ; Patient Satisfaction ; Clinic

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Mariana, M., Kadarisman, S., Rulia, R., Rahmiyati, A. L., & Kosasih, K. (2025). Citra Klinik, Kualitas Pelayanan, dan Fasilitas Kesehatan sebagai Faktor Penentu Kepuasan Pasien Rawat Jalan di Klinik Utama Santa Elisabeth Hungaria, Kabupaten Landak. JEMSI (Jurnal Ekonomi, Manajemen, Dan Akuntansi), 11(5), 4972-4985. https://doi.org/10.35870/jemsi.v11i5.5542

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This article has been peer-reviewed and published in the JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi). The content is available under the terms of the Creative Commons Attribution 4.0 International License.

Issue: Vol. 11 No. 5 (2025)
Section: Articles
Published: October 1, 2025

License: CC BY 4.0
Copyright: © 2025 Authors
DOI: 10.35870/jemsi.v11i5.5542

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Author Biographies

Mariana Mariana

Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Sangga Buana.

Sumeidi Kadarisman

Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Sangga Buana.

Rulia Rulia

Kesehatan Masyarakat, Fakultas Ilmu & Teknologi Kesehatan, Universitas Jenderal Achmad Yani.

Ayu Laili Rahmiyati

Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Sangga Buana.

Kosasih Kosasih

Magister Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Sangga Buana.

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Published: 2025-10-01

Citra Klinik, Kualitas Pelayanan, dan Fasilitas Kesehatan sebagai Faktor Penentu Kepuasan Pasien Rawat Jalan di Klinik Utama Santa Elisabeth Hungaria, Kabupaten Landak