The Effect of Service Quality and Completeness of Facilities on User Satisfaction Mediated by Institutional Image at the Bojong Nangka Community Health Center in Tangerang Regency

Arief Satiawan, Nurhidayati Nurhidayati

Abstract


This study aims to analyze the influence of service quality and facility completeness on institutional image and user satisfaction at Bojong Nangka Community Health Center (Puskesmas), Tangerang Regency. The research employs an associative explanatory approach to examine the relationships among variables. The study population consists of service users at Bojong Nangka Puskesmas, with a sample of 126 respondents selected through accidental sampling. Data were collected using a questionnaire that measured service quality, facility completeness, institutional image, and user satisfaction. Data were gathered using a 5-point Likert scale, ranging from Strongly Disagree (1) to Strongly Agree (5). The data were analyzed using Structural Equation Modeling (SEM) with SmartPLS software. The results indicate that user satisfaction can be achieved through service quality, facility completeness, and institutional image. The conclusions of this study are: (1) service quality has a positive effect on institutional image; (2) service quality has a positive effect on user satisfaction; (3) facility completeness has a positive effect on institutional image; (4) facility completeness has a positive effect on user satisfaction; and (5) institutional image has a positive effect on user satisfaction.


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