Analisis Ketersediaan Sumber Daya, Kualitas Pelayanan, Kebijakan dan Standar Pelayanan terhadap Kepuasan Masyarakat di Puskesmas Malinau Kota Kabupaten Malinau Kalimantan Utara

Puskesmas Malinau Kota faces complex challenges in improving community satisfaction, including long waiting times, limited human resources, and inadequate infrastructure. This study aims to analyze the influence of resource availability, service quality, policy, and service standards on community satisfaction at Puskesmas Malinau Kota, Malinau Regency, North Kalimantan. This quantitative study used an observational analytic design with a cross-sectional approach. The population comprised all outpatients at Puskesmas Malinau Kota, with a sample of 116 respondents selected using accidental sampling. Data were collected through a questionnaire covering four independent variables (resource availability, service quality, policy, and service standards) and one dependent variable (community satisfaction), analyzed using Ordinal Regression. All four independent variables had a positive and significant effect on community satisfaction. Operational policy was the most dominant determinant, with the highest Wald statistic of 11.636 (p=0.001), followed by resource availability (Wald=8.880; p=0.003), service standards (Wald=7.910; p=0.005), and service quality (Wald=4.243; p=0.039). Simultaneously, all four variables jointly had a significant effect on community satisfaction (p=0.000). Operational policy was the most dominant factor influencing public satisfaction because it plays a central role in regulating service implementation, resource utilization, and adherence to service standards. Clear and effective policies can improve service accessibility, efficiency, and patient experience, thereby exerting the greatest impact on community satisfaction.