The Effect of Healthcare Facilities on Outpatient Satisfaction Mediated by Service Quality at Dr. La Palaloi Hospital in Maros

Abstract

Patient satisfaction is an important indicator of hospital performance amid increasing expectations for patient-centered care. However, evidence remains limited regarding whether healthcare facilities directly improve patient satisfaction or exert their effects through service quality in hospital settings. This study examined the effects of healthcare facilities on outpatient satisfaction and the mediating role of service quality at Dr. La Palaloi Hospital in Maros. A quantitative cross-sectional design was employed, involving 91 outpatients from February to May 2026. Data were collected using a five-point Likert-scale questionnaire measuring healthcare facilities, SERVQUAL dimensions, and patient satisfaction. The mediation model was analyzed using partial least squares structural equation modeling (PLS-SEM) with SmartPLS 4.0. Healthcare facilities had a positive and significant effect on service quality (? = 0.707; t = 13.682; p < 0.001), while service quality had a positive and significant effect on patient satisfaction (? = 0.739; t = 7.770; p < 0.001). Healthcare facilities had no significant direct effect on patient satisfaction (? = 0.033; t = 0.305; p = 0.760), indicating full mediation by service quality. The model explained 51.4% of the variance in service quality and 58.0% of the variance in patient satisfaction, with predictive relevance (Q² = 0.796). These findings indicate that healthcare facilities enhance outpatient satisfaction when they are effectively translated into reliable, responsive, assuring, empathetic, and tangible service delivery. Hospital management should therefore prioritize the quality of service interactions while maintaining adequate healthcare facilities as an essential foundation for patient care.