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Journal of Social Knowledge Education (JSKE)

an Open Access Journal

Public Service Interactions and Patient Satisfaction: The Influence of Healthcare Worker Performance at Masohi Regional General Hospital, Central Maluku Regency

Melisa Karim Mahu
University of Pattimura ROR
Indonesia
melisamahu238@gmail.com
Petronela Sahetapy
University of Pattimura ROR
Indonesia
Jeanly Waisapy
University of Pattimura ROR
Indonesia
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  • Purpose of the Study: This study examines the influence of healthcare worker performance on patient satisfaction at Masohi Regional General Hospital, Central Maluku Regency, by positioning hospital care as a public service interaction shaped by social relations, patient perceptions, communication, and trust.

    Methodology: This study used a quantitative explanatory design. Data were collected from 50 patients through accidental sampling using a structured questionnaire measured with a five-point Likert scale. Validity and reliability testing, simple linear regression, t-test, and coefficient of determination analysis were conducted using statistical software.

    Main Findings: The findings show that healthcare worker performance has a positive and statistically significant influence on patient satisfaction. This result indicates that patient satisfaction is not only a managerial indicator, but also a social expression of trust, perceived fairness, respect, responsiveness, and the quality of interaction between citizens and public service providers. In a regional public hospital, timely service, empathy, clear communication, and professional behavior shape patients' experiences of access, dignity, and confidence in public institutions.

    Novelty/Originality of This Study: This study contributes to social science and public administration literature by interpreting patient satisfaction as a social outcome of public service relations rather than merely a medical service indicator. It provides contextual evidence from a regional public hospital in eastern Indonesia, where resource limitations, post-pandemic pressures, and unequal access shape patient experiences and expectations.

  • How to cite

    [1]
    M. K. Mahu, P. Sahetapy, and J. Waisapy, “Public Service Interactions and Patient Satisfaction: The Influence of Healthcare Worker Performance at Masohi Regional General Hospital, Central Maluku Regency”, Jo. Soc. Know. Ed, vol. 7, no. 3, pp. 286–292, May 2026, doi: 10.37251/jske.v7i3.2722.

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