SERVQUAL Outpatient Service Quality and Patient Satisfaction: Policy Implications at Puskesmas Kabanjahe

Patient satisfaction is a crucial indicator of healthcare service quality. Puskesmas Kabanjahe, serving 64,890 residents across 10 villages, requires comprehensive evaluation of outpatient service quality to inform policy improvements and achieve the mandated 95% satisfaction threshold. This study evaluated the relationship between SERVQUAL dimensions (reliability, responsiveness, assurance, empathy, and tangibles) and patient satisfaction at Puskesmas Kabanjahe to provide evidence-based policy recommendations. A cross-sectional study was conducted from April to August 2025 involving 237 outpatient visitors selected through accidental sampling. Data were collected using structured SERVQUAL questionnaires on a five-point Likert scale and analyzed using Spearman rank correlation. All five SERVQUAL dimensions demonstrated statistically significant relationships with patient satisfaction (p