Factors Affecting Customer Satisfaction with Health Care Services for the Elderly
DOI:
https://doi.org/10.59141/jrssem.v6i1.1593Keywords:
elderly satisfaction, healthcare services, perceived recovery, service qualityAbstract
The increasing elderly population has created significant challenges for healthcare systems, particularly in ensuring high-quality services that meet the needs and expectations of older patients. Elderly patient satisfaction has become an important indicator of healthcare performance because it reflects patients’ perceptions of service processes, outcomes, and overall care experiences. This study aimed to analyze the factors affecting elderly patient satisfaction with healthcare services by examining the roles of digital information systems, healthcare facility conditions, service costs, human-resource behavior, and perceived health recovery, with healthcare-service quality as a mediating variable. This study employed a quantitative observational analytical design with a cross-sectional approach. Data were collected from 175 elderly patients aged ?60 years receiving geriatric outpatient services at the Geriatric Polyclinic of RSUPN dr. Cipto Mangunkusumo Jakarta and Prodia Jakarta Senior Clinic. Data were analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The findings showed that healthcare-service quality had a strong and significant effect on elderly patient satisfaction. Perceived health recovery significantly influenced healthcare-service quality, while digital information systems, facility conditions, service costs, and human-resource behavior did not show significant direct effects on healthcare-service quality. The results indicate that elderly patients primarily evaluate healthcare services based on perceived quality and meaningful health improvements. In conclusion, improving healthcare-service quality through patient-centered care, effective communication, and outcome-oriented services is essential for enhancing elderly patient satisfaction. Future healthcare strategies should prioritize age-friendly services and integrated approaches that address the technological, structural, interpersonal, and clinical needs of older adults.
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Copyright (c) 2026 Arya Govinda Roosheroe, Toni Antonio, David Sukardi Kodrat
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