Antecedent of patient satisfaction and its implication for improving health services in a public hospital in central Jakarta

Patient satisfaction is an important indicator of healthcare quality, reflecting patients' perceptions of service delivery, healthcare personnel, and the hospital environment.In Indonesia, particularly in public hospitals in Central Jakarta with high patient volumes, empirical evidence on factors influencing patient satisfaction remains limited.These hospitals often experience overcrowding, limited resources, and inconsistent service standards, which may affect patient experiences.This study aims to analyze the effects of laboratory services, waiting time, and care provider performance on patient satisfaction, as well as their implications for healthcare improvement.A cross-sectional design was employed using a five-point Likert-scale questionnaire administered to 450 patients at a public hospital in Central Jakarta.Data were analyzed using path analysis with SmartPLS 4.0.The results showed that laboratory services, care provider performance, and the healthcare environment had significant positive effects on patient satisfaction, while waiting time did not show a significant effect.Furthermore, patient satisfaction and the healthcare environment significantly influenced healthcare improvement.Patient satisfaction did not mediate the effects of laboratory services or waiting time on healthcare improvement, but it significantly mediated the effects of care provider performance and the healthcare environment.These findings highlight the critical role of care provider performance and a supportive healthcare environment in enhancing patient satisfaction and improving healthcare quality.Strengthening these aspects should be prioritized as key strategies for improving service quality in public hospitals.