The Effect of Doctor Presence and Services on Patient Satisfaction Moderated in Collaboration at Citra Sari Husada Karawang Hospital

Figure Ilustration AI

FORMOSA NEWS - Karawang - Doctor Attendance and Service Quality Drive Patient Satisfaction in Indonesian Hospital Study. A 2026 study by Tri Agus Haryono and Adrie Frans Assa from Krida Wacana Christian University finds that doctor attendance and service quality significantly shape patient satisfaction at Citra Sari Husada Hospital in Karawang, Indonesia. Published in the Asian Journal of Management Analytics, the research highlights how timely doctor presence and effective service delivery directly influence how patients perceive hospital care, making the findings highly relevant for improving healthcare systems. The study comes at a time when healthcare providers face growing pressure to deliver not only clinical outcomes but also positive patient experiences. Across Indonesia and globally, hospitals are increasingly evaluated based on patient satisfaction, which affects reputation, patient loyalty, and even financial sustainability.

Rising Expectations in Healthcare Services
Hospitals today operate in a competitive and rapidly evolving environment. Changes in disease patterns, economic conditions, and public awareness have raised expectations for healthcare services. Patients no longer accept minimal care; they expect professionalism, empathy, and timely treatment. In this context, patient satisfaction has emerged as a key performance indicator. It reflects whether healthcare providers meet or exceed patient expectations not only medically, but also emotionally and socially. A satisfied patient is more likely to return and recommend the hospital, while dissatisfaction can quickly damage public trust. The relationship between doctors and patients plays a central role. Doctor availability, communication, and responsiveness directly influence how patients evaluate their treatment experience.

Simple Survey, Clear Insights

The research uses a quantitative approach based on survey data from 100 patients at Citra Sari Husada Hospital. Respondents evaluated their experiences through structured questionnaires.
The study focuses on three main variables:

• Doctor attendance (timeliness and presence).
• Service quality (comfort, responsiveness, and care).
• Collaboration (interaction and cooperation between patients and healthcare providers).

Data were analyzed using a statistical modeling method that identifies relationships between these variables. Despite the technical analysis, the findings are straightforward and practical for hospital management.

Key Findings: What Matters Most to Patients
The study reveals several important conclusions about what drives patient satisfaction:

• Doctor attendance has a positive and direct impact on patient satisfaction. Patients feel more confident and reassured when doctors are present on time and consistently available.
• Service quality also improves patient satisfaction. Better facilities, responsive staff, and clear communication enhance the overall patient experience.
• Collaboration strengthens the effect of both factors. When patients feel involved and supported, their satisfaction increases further.
• Service quality strongly influences collaboration. High-quality service encourages better interaction between patients and healthcare staff, improving cooperation during treatment.

Interestingly, while all relationships are positive, not all are statistically strong, suggesting that patient satisfaction is influenced by multiple interconnected factors rather than a single dominant variable.

Real-World Implications for Hospitals

The findings offer clear guidance for hospital administrators and policymakers:

• Improve doctor scheduling and punctuality to enhance patient trust and satisfaction.
• Strengthen service quality through staff training, especially in communication and empathy.
• Encourage patient involvement to build stronger collaboration during treatment.
• Use patient satisfaction as a key performance metric for continuous improvement.

For healthcare systems, the study highlights the importance of balancing efficiency with human-centered care. Hospitals that succeed in both areas are more likely to retain patients and maintain a strong reputation.

Author Profile
Tri Agus Haryono is a researcher and academic affiliated with Krida Wacana Christian University, specializing in healthcare management and patient satisfaction studies.
Adrie Frans Assa is a lecturer and researcher at Krida Wacana Christian University with expertise in human resource management and service quality in organizational settings.

Source
Haryono, Tri Agus & Assa, Adrie Frans. (2026). The Effect of Doctor Presence and Services on Patient Satisfaction Moderated in Collaboration at Citra Sari Husada Karawang Hospital. Asian Journal of Management Analytics (AJMA), Vol. 5 No. 2, hlm. 351–362.
DOI: https://doi.org/10.55927/ajma.v5i2.16488
URL: https://journal.formosapublisher.org/index.php/ajma