Mediating role of employee performance in the relationship between service facilities, work ethics and patient satisfaction at hilifadolo community health center
Keywords:
Service Facilities, Work Ethics, Employee Performance, Patient Satisfaction, Community Health CenterAbstract
Patient satisfaction is an important measure used to evaluate the effectiveness and quality of healthcare services provided by public healthcare institutions. This study investigates how service facilities and work ethics influence patient satisfaction, while also examining the mediating function of employee performance at the Hilifadolo Community Health Center, West Nias Regency. A quantitative explanatory approach was applied in this research. Data were obtained from 35 patients through questionnaire distribution and subsequently analyzed using SPSS. The analytical procedures included validity and reliability testing, classical assumption testing, regression analysis, and mediation analysis. The results show that adequate service facilities positively contribute to both employee performance and patient satisfaction. Likewise, work ethics were found to play a significant role in enhancing employee performance. The study also revealed that employee performance has a positive effect on patient satisfaction and acts as an intermediary mechanism through which service facilities and work ethics influence patient satisfaction. These findings suggest that healthcare organizations can improve patient satisfaction by strengthening supporting facilities and fostering professional employee behavior. Therefore, efforts to improve organizational resources and employee performance should be implemented simultaneously to achieve better healthcare service outcomes and sustainable service quality.
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