Work Environment, Discipline, and Stress as Determinants of Service Quality at Jangkang Community Health Center
Keywords:
work environment, work discipline, work stress, service quality, primary health careAbstract
Quality in primary health services is essential for achieving Universal Health Coverage, particularly in rural areas where community health centers face geographical, organizational, and workforce constraints. This study examines the effects of work environment, work discipline, and work stress on service quality at Jangkang Community Health Center, Kapuas Regency, Central Kalimantan. A quantitative explanatory design was applied using a census sampling technique. Questionnaire responses from 45 employees were analyzed through multiple linear regression using SPSS version 27. The results show that work environment positively and significantly affects service quality (B = 0.782; p = 0.006), work discipline positively and significantly affects service quality (B = 0.669; p = 0.026), and work stress negatively and significantly affects service quality (B = -1.205; p = 0.000). Simultaneously, the three variables significantly explain service quality (F = 15.231; p = 0.000), with an Adjusted R Square of 0.492. The findings indicate that improving service quality requires adequate work conditions, consistent discipline practices, and structured stress-management support. Strengthening organizational support and employee well-being is therefore important for sustainable primary health service delivery.
Downloads
References
Bakker, A. B., & Demerouti, E. (2023). Job Demands-Resources theory: Ten years later. Annual Review of Organizational Psychology and Organizational Behavior, 10, 25-53.
Dinas Kesehatan Kabupaten Kapuas. (2023). Profil Kesehatan Kabupaten Kapuas Tahun 2023. Dinas Kesehatan Kabupaten Kapuas.
Dinas Kesehatan Kabupaten Kapuas. (n.d.). Profil UPT Puskesmas Jangkang. Dinas Kesehatan Kabupaten Kapuas.
Istika, D., Syairozi, M. I., Muhtarom, A., & Badriyah, N. (2026, May). The Influence of Business Strategy on SME Performance with Digital Technology as a Mediator. In Proceeding Kilisuci International Conference on Economic & Business (Vol. 4, pp. 1025-1034).
Kementerian Kesehatan Republik Indonesia. (2022). Peraturan Menteri Kesehatan Nomor 34 Tahun 2022 tentang Akreditasi Puskesmas, Klinik, Laboratorium Kesehatan, Unit Transfusi Darah, dan Tempat Praktik Mandiri.
Kementerian Kesehatan Republik Indonesia. (2024). Profil Kesehatan Indonesia 2023. Kementerian Kesehatan Republik Indonesia.
Lamuri, A., Shatri, H., Umar, J., Sudaryo, M. K., Malik, K., Sitepu, M. S., & Abdullah, M. (2023). Burnout dimension profiles among healthcare workers in Indonesia. Heliyon, 9(3), e14519.
Li, L. Z., Yang, P., Singer, S. J., Pfeffer, J., Mathur, M. B., & Shanafelt, T. (2024). Nurse burnout and patient safety, satisfaction, and quality of care: A systematic review and meta-analysis. JAMA Network Open, 7(11), e2443059.
Solikha, D. A., Butler, D. C., Setiawan, E., Korda, R. J., & Kelly, M. (2025). Primary health care performance measurement at the service-delivery level in Indonesia: A scoping review. BMC Health Services Research, 25, 898.
Syairozi, M. I., & Azizah, L. N. (2025). Enhancing SME competitiveness through the implementation of strategic management based on local business innovation. Jurnal Ilmiah Manajemen Kesatuan, 13(5), 3627-3638.
World Health Organization. (2021). Global patient safety action plan 2021-2030. World Health Organization.
World Health Organization. (2025a). Primary health care: Fact sheet. World Health Organization.
World Health Organization. (2025b). Quality of care. World Health Organization.
Ystaas, L. M. K., Nikitara, M., Ghobrial, S., Latzourakis, E., Polychronis, G., & Constantinou, C. S. (2023). The impact of transformational leadership in the nursing work environment and patients' outcomes: A systematic review. Nursing Reports, 13(3), 1271-1290.
