The Effect of Service Quality, HR Competence and Service Accessibility on Patient Satisfaction at Urangagung Health Center

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    <journal-meta>
      <journal-id journal-id-type="actanova-preservation">Renaissance: Journal of Indonesian Culture, Society and Communication</journal-id>
      <journal-title-group>
        <journal-title>Renaissance: Journal of Indonesian Culture, Society and Communication</journal-title>
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      <issn pub-type="epub">3164-6964</issn>
      <publisher>
        <publisher-name>Media Digital Publikasi Indonesia</publisher-name>
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    <article-meta>
      <article-id pub-id-type="publisher-id">the-effect-of-service-quality-hr-competence-and-service-accessibility-on-patient-satisfaction-at-urangagung-health-center</article-id>
      <article-id pub-id-type="doi">10.58905/renaissance.v1i1.673</article-id>
      <title-group>
        <article-title>The Effect of Service Quality, HR Competence and Service Accessibility on Patient Satisfaction at Urangagung Health Center</article-title>
      </title-group>
      <contrib-group>
        <contrib contrib-type="author">
          <name>
            <surname>Kusrini</surname>
            <given-names>Etik Dwi</given-names>
          </name>
          <xref ref-type="aff" rid="aff1">1</xref>
        </contrib>
        <contrib contrib-type="author">
          <name>
            <surname>Rahmawati</surname>
            <given-names>Imelda Dian</given-names>
          </name>
          <xref ref-type="aff" rid="aff1">1</xref>
        </contrib>
        <aff id="aff1">
          <label>1</label>
          <institution>Master of Management Study Program, Universitas Muhammadiyah Sidoarjo, Sidoarjo, Indonesia</institution>
        </aff>
      </contrib-group>
      <pub-date pub-type="epub">
        <day>19</day>
        <month>05</month>
        <year>2026</year>
      </pub-date>
      <volume>1</volume>
      <issue>1</issue>
      <fpage>1</fpage>
      <lpage>13</lpage>
      <permissions>
        <copyright-statement>© 2026 Media Digital Publikasi Indonesia</copyright-statement>
        <copyright-year>2026</copyright-year>
        <license license-type="open-access" xlink:href="https://creativecommons.org/licenses/by/4.0/">
          <license-p>This is an open-access article distributed under the terms of the Creative Commons Attribution 4.0 International License.</license-p>
        </license>
      </permissions>
      <abstract>
        <p>This study aims to examine the effect of service quality, competence of human resources (HR), and service accessibility on patient satisfaction at community health centers. The method used in this research is quantitative, by combining literature review and empirical data on patient services obtained based on the results of filling out questionnaires. In this study, the total sample size was 143 outpatients, and accidental sampling was used as the sampling technique. The data analysis approach used in this study uses Partial Least Square (PLS) through the utilization of SmartPLS version 3 software. that Patient satisfaction is determined by excellent service quality, competent human resources and ease of accessibility which we present using a Likert scale assessment. Increasing 3 variables is proven to increase patient satisfaction in health care institutions at all levels.</p>
      </abstract>
      <kwd-group kwd-group-type="author">
        <kwd>Accessibility</kwd>
        <kwd>Quality of service</kwd>
        <kwd>patient satisfaction</kwd>
        <kwd>Human Resources</kwd>
        <kwd>service</kwd>
        <kwd>patient</kwd>
        <kwd>satisfaction</kwd>
        <kwd>quality</kwd>
        <kwd>accessibility</kwd>
        <kwd>health</kwd>
      </kwd-group>
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    <sec id="sec1">
      <title>Full Text &amp; Preserved Archival Statement</title>
      <p>This study aims to examine the effect of service quality, competence of human resources (HR), and service accessibility on patient satisfaction at community health centers. The method used in this research is quantitative, by combining literature review and empirical data on patient services obtained based on the results of filling out questionnaires. In this study, the total sample size was 143 outpatients, and accidental sampling was used as the sampling technique. The data analysis approach used in this study uses Partial Least Square (PLS) through the utilization of SmartPLS version 3 software. that Patient satisfaction is determined by excellent service quality, competent human resources and ease of accessibility which we present using a Likert scale assessment. Increasing 3 variables is proven to increase patient satisfaction in health care institutions at all levels.</p>
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      <p>Digitally preserved and archived by ActaNova Digital Archival &amp; Preservation Network (Permanent Archival Node: https://actanova.mediadigitalpublikasi.com/journals).</p>
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