Analysis of factors associated with the satisfaction of hypertensive patients in receiving services at the integrated guidance post for non-communicable diseases (Posbindu PTM) in the working area of the Lepo-Lepo Community Health Center, Kendari City, 20

 Corresponding author: Jafriati Copyright © 2025 Author(s) retain the copyright of this article. This article is published under the terms of the Creative Commons Attribution License 4.0. Analysis of factors associated with the satisfaction of hypertensive patients in receiving services at the integrated guidance post for non-communicable diseases (Posbindu PTM) in the working area of the Lepo-Lepo Community Health Center, Kendari City, 2025 Indah Normayanti Sulaeman 1, Jafriati 1, * and Asriati 2 1 Faculty of Public Health, Master of Public Health Program, Halu Oleo University, H.E. A. Mokodompit Street, Kendari, Southeast Sulawesi, Indonesia. 2 Faculty of Medicine, Halu Oleo University, H.E.A. Mokodompit Street, Kendari, Southeast Sulawesi, Indonesia. World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 Publication history: Received 24 October 2025; revised on 29 November 2025; accepted on 01 December 2025 Article DOI: https://doi.org/10.30574/wjarr.2025.28.3.4016 Abstract Hypertension is a chronic condition characterized by a persistent elevation in blood pressure. It is classified as a noncommunicable disease. Various health services are provided to ensure patient satisfaction. The objective of this study is to analyze the factors associated with the satisfaction of patients with hypertension in Integrated Guidance Post for Non-Communicable Diseases (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. This study employs a quantitative design with a cross-sectional approach and uses accidental sampling as the sampling technique. The study population consists of 98 hypertensive patients who accessed services at the Posbindu PTM. The research instrument used is a questionnaire. The study variables include tangibles, reliability, responsiveness, assurance, empathy, and trust. Data analysis comprises univariate and bivariate analyses using the chisquare test, as well as multivariate analysis using binary logistic regression.The chi-square test results indicate significant associations between patient satisfaction and the variables of tangibles (p=0.003), reliability (p=0.023), responsiveness (p=0.03), assurance (p=0.016), empathy (p=0.001), and trust (p=0.03) in obtaining services at the Posbindu PTM. The binary logistic regression test shows that empathy is the most influential variable, with an Exp(B) value of 8.656. This study demonstrates that the higher the level of empathetic health services provided by the community health center, the greater the satisfaction experienced by hypertensive patients Keywords: Hypertension; Patient Satisfaction; Health Services; Integrated Guidance Post for Non-Communicable Diseases (Posbindu PTM); Empathy 1. Introduction According to data from the World Health Organization (WHO), approximately 1.4 billion adults aged 30–79 years worldwide were living with hypertension in 2024, representing about 33% of the global population within that age group. Nearly two-thirds of these individuals reside in lowand middle-income countries, highlighting disparities in access to healthcare services. Among all individuals with hypertension, an estimated 600 million (44%) remain unaware of their condition, while around 630 million (44%) have been diagnosed and are receiving treatment. [1] Hypertension, or high blood pressure, is a chronic condition characterized by a sustained elevation of blood pressure against the arterial walls, occurring when systolic pressure exceeds 140 mmHg and/or diastolic pressure reaches 90 mmHg or higher. Hypertension is classified as one of the major non-communicable diseases (NCDs).[2]. Hypertension can disrupt the delivery of oxygen and nutrients to bodily tissues, thereby posing a risk of damage to vital organs and potentially leading to fatal outcomes. Elevated blood pressure causes the arterial walls to thicken and stiffen, reducing World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 191 blood flow and oxygen supply to the heart. This condition may trigger serious complications, including heart failure, angina, and even myocardial infarction. [3] Non-communicable diseases (NCDs) have become one of the leading causes of mortality worldwide and represent a major challenge for health systems in the 21st century. In addition, community health centers play an essential role in empowering communities in the health sector to improve overall public health status. One strategic approach in addressing NCDs is through community-based interventions. One of the efforts to control the incidence of NCDs is the direct involvement of the community through the activities of the Integrated Guidance Post (Posbindu PTM) [4] Because hypertension can be controlled through various lifestyle-related efforts, one of the key solutions to reduce its incidence is the provision of health education to the community. Delivering accurate information and health education is expected to enhance public knowledge, awareness, and motivation to engage in preventive measures and self-care at home, thereby reducing the incidence of hypertension, particularly among high-risk populations.[5] With the establishment of Posbindu PTM, the community is expected to have easier access to health monitoring services and early disease detection without the need to immediately visit a primary health center. This is particularly important for individuals with hypertension, who ideally should monitor their blood pressure at least once a month. The recommended blood pressure control target is <140/90 mmHg. [6] Therefore, the availability of healthcare services is crucial for achieving a healthy society. Various health services are provided to facilitate community access to medical care. To become a preferred healthcare provider and gain community loyalty, it is essential for every health service institution to continuously improve the quality of care, thereby enhancing patient satisfaction and achieving an optimal average level of satisfaction. [7] Over time, one of the challenges frequently encountered by Posbindu PTM is the inability to fully meet patients’ expectations. Issues such as delayed service delivery and prolonged waiting times often result in services that fall short of what patients anticipate. These conditions can ultimately affect the overall quality of care. [8] In Kendari City, numerous Posbindu PTM services are available, including those under the Lepo-Lepo Community Health Center. Within its working area, there are nine Posbindu PTM units distributed across four sub-districts. Data on hypertensive patient services over the past two years indicate that in 2023, out of 6.951 registered hypertensive patients, the number receiving healthcare services decreased to 3.351 patients (48.21%). In 2024, the total number of hypertensive patients increased to 7.252, with 4.515 patients (62.3%) receiving healthcare services. For 2025, the service target for hypertensive patients is 7.466, and from January to July, 4.024 hypertensive patients have been recorded. (Data from Lepo-Lepo Community Health Center) Based on the preliminary survey conducted, it was found that some Posbindu units still lack adequate facilities, such as operating in residential yards or house porches that occasionally change locations, having insufficient waiting areas for patients and their families, and experiencing shortages of essential medical equipment, including the unavailability of cholesterol and uric acid test strips on a monthly basis. In addition, many community members still perceive Posbindu PTM as a service intended only for individuals who are ill or who feel unwell. In fact, Posbindu also serves as an early detection facility for identifying potential disease risks, such as hypertension, thereby helping to prevent an annual increase in patient numbers. Consequently, many community members do not fully utilize the available services. Based on this background, the present study aims to analyze the factors associated with the satisfaction of hypertensive patients in accessing services at the Posbindu PTM within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. 2. Material and Methods This study employed a quantitative research design using a cross-sectional method. The study population consisted of hypertensive patients who attended the Posbindu PTM within the working area of the Lepo-Lepo Community Health Center, Kendari City. A total sample of 98 respondents was selected using an accidental sampling technique. The research instrument used was a structured questionnaire. Primary data were collected by distributing the questionnaire to participating patients. [9] The independent variables in this study are tangibles, reliability, responsiveness, assurance, empathy, and trust. [10] Meanwhile, the dependent variable was patient satisfaction. Data analysis consisted of univariate analysis, bivariate analysis using the chi-square test, and multivariate analysis employing binary logistic regression.[11] World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 192 3. Results and Discussion 3.1. Univariate Analysis 3.1.1. Respondent Characteristics Table 1 Characteristics of respondents in the study were classified into several categories: age, gender, education, and occupation. Characteristics Category Frequency Presentation (%) Age 30-39 Years 8 8.1 40-49 Years 25 25.5 50-59 Years 65 66.3 Sex Male 32 32.7 Female 66 67.3 Education Elementary School 29 29.6 Junior High School 17 17.3 Senior High School / Vocational School 42 42.9 Diploma 1 1.0 Bachelor's Degree 7 7.1 Not School 2 2.0 Occupation. Government Employees 2 2.0 Self-employed 2 2.0 Private Sector Job 21 21.4 Laborer 3 3.1 Farmer 12 12.2 Retired Government Employees 3 3.1 Housewife 55 56.1 Source: Primary Data 2025 The findings show that among 98 respondents (100%), the highest proportion was in the 50–59-year age group, totaling 65 respondents (66.3%), while the lowest was in the 30–39-year age group with 3 respondents (8.1%). The majority of respondents were female, with 66 individuals (67.3%), and the fewest were male, totaling 32 individuals (32.7%). In terms of education, the highest number of respondents had completed senior high school, amounting to 42 individuals (42.9%), whereas the lowest was at the diploma level with 1 respondent (1%). Regarding occupation, the largest group consisted of housewives, totaling 55 respondents (56.1%), while the smallest groups Government Employees and entrepreneurs, each with 2 respondents (2.0%). 3.1.2. Research Variables Hypertension Patient Satisfaction Table 2 shows that, based on the satisfaction of hypertensive patients in receiving services at the Posbindu PTM in the working area of the UPTD Lepo-Lepo Community Health Center, Kendari City, in 2025, out of 98 respondents (100%), a total of 78 respondents (79.6%) reported being satisfied, while 20 respondents (20.4%) reported being dissatisfied. World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 193 Table 2 Distribution of Respondents Based on the Satisfaction of Hypertensive Patients in Receiving Services at the Posbindu PTM in the Working Area of the Lepo-Lepo Community Health Center, Kendari City, 2025 No. Hypertension Patient Satisfaction Frequency Presentation (%) 1 Satisfied 78 79.6 2 Not Satisfied 20 20.4 Total 98 100.0 Source: Primary Data 2025 Tangible Table 3 Distribution of Respondents Based on Tangibles in Relation to the Satisfaction of Hypertensive Patients in Receiving Services at the Posbindu PTM in the Working Area of the Lepo-Lepo Community Health Center, Kendari City, 2025. No. Tangible Frequency Presentation (%) 1 Good 79 80.6 2 Less Good 19 19.4 Total 98 100.0 Source: Primary Data 2025 Table 3 shows that, based on the tangibles dimension related to the satisfaction of hypertensive patients in receiving services at the Posbindu PTM in the working area of the UPTD Lepo-Lepo Community Health Center, Kendari City, in 2025, out of 98 respondents (100%), a total of 79 respondents (80.6%) rated the tangibles as good, while 19 respondents (19.4%) rated them as inadequate. Reliability Table 4 Distribution of Respondents Based on Reliability in Relation to the Satisfaction of Hypertensive Patients in Receiving Services at the Posbindu PTM in the Working Area of the Lepo-Lepo Community Health Center, Kendari City, 2025 No. Reliability Frequency Presentation (%) 1 Good 85 86.7 2 Less Good 13 13.3 Total 98 100.0 Source: Primary Data 2025 Table 4 illustrates the distribution of respondents based on reliability in relation to the satisfaction of hypertensive patients in obtaining services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. Of the 98 respondents (100%), 85 respondents (86.7%) reported good reliability, while 13 respondents (13.3%) reported poor reliability Responsiveness Table 5 shows the distribution of respondents based on responsiveness in relation to the satisfaction of hypertensive patients in accessing services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. Of the 98 respondents (100%), 91 respondents (92.9%) reported good responsiveness, while 7 respondents (7.1%) reported poor responsiveness. World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 194 Table 5 The distribution of respondents based on reliability regarding the satisfaction of hypertensive patients in obtaining services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025 No. Responsiveness Frequency Presentation (%) 1 Good 91 92.9 2 Less Good 7 7.1 Total 98 100.0 Source: Primary Data 2025 Assurance Table 6 The distribution of respondents based on assurance regarding the satisfaction of hypertensive patients in obtaining services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025 No. Assurance Frequency Presentation (%) 1 Good 89 90.8 2 Less Good 9 9.2 Total 98 100.0 Source: Primary Data 2025 Table 6 presents the distribution of respondents based on assurance in relation to the satisfaction of hypertensive patients in obtaining services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. Of the 98 respondents (100%), 89 respondents (90.8%) reported good assurance, while 9 respondents (9.2%) reported poor assurance. Emphaty Table 7 Tistribution of respondents based on empathy in relation to the satisfaction of hypertensive patients in obtaining services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025 No. Emphaty Frequency Presentation (%) 1 Good 90 91.8 2 Less Good 8 8.2 Total 98 100.0 Source: Primary Data 2025 Table 7 presents the distribution of respondents based on empathy in relation to the satisfaction of hypertensive patients in accessing services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. Of the 98 respondents (100%), 90 respondents (91.8%) reported good empathy, while 8 respondents (8.2%) reported poor empathy. Trust Table 8 presents the distribution of respondents based on trust in relation to the satisfaction of hypertensive patients in accessing services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of UPTD Puskesmas Lepo-Lepo, Kendari City, in 2025. Of the 98 respondents (100%), 84 respondents (85.7%) reported good trust, while 14 respondents (14.3%) reported poor trust. World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 195 Table 8 The distribution of respondents based on trust in relation to the satisfaction of hypertensive patients in obtaining services at the Non-Communicable Disease Integrated Guidance Post (Posbindu PTM) within the working area of Lepo-Lepo Public Health Center, Kendari City, in 2025 No. Trust Frequency Presentation (%) 1 Good 84 85.7 2 Less Good 14 14.3 Total 98 100.0 Source: Primary Data 2025 3.1.3. Bivariate Analysis Bivariate analysis was conducted to examine the relationship between the independent variables and the dependent variable using crosstabulations. The statistical test employed in this analysis was the Chi-square test with a 95% confidence level (α = 0.05). A statistically significant association is indicated when the p-value is less than 0.05. [12] Tangible Table 9 Association Between Tangible Factors and Hypertensive Patients’ Satisfaction in Receiving Services at Posbindu PTM, Working Area the Lepo-Lepo Community Health Center, Kendari City, 2025 Tangible Satisfied Amount p Value Satisfied Satisfied n % n % n % Good 68 86.1 11 13.9 79 100 0.003 Less Good 10 52.6 9 47.4 19 100 Total 78 79.6 20 20.4 98 100 Source: Results of Data Analysis using SPSS Application, 2025 Table 9 shows that among the 79 respondents (100%) who reported good tangible aspects, 68 respondents (86.1%) were satisfied and 11 respondents (13.9%) were not satisfied. Meanwhile, among the 19 respondents (100%) who reported poor tangible aspects, 10 respondents (52.6%) were satisfied and 9 respondents (47.4%) were not satisfied. Based on the Chi-square statistical test, the p-value obtained was 0.003 < 0.05, indicating that the alternative hypothesis is accepted. Therefore, there is a significant association between tangible factors and the satisfaction of hypertensive patients in receiving services at Posbindu PTM in the working area of UPTD Puskesmas Lepo-Lepo, Kendari City, in 2025. Reliability Table 10 Association Between Reliability and Hypertensive Patients’ Satisfaction in Receiving Services at Posbindu PTM, Working Area of Lepo-Lepo Public Health Center, Kendari City, 2025 Reliability Satisfied Amount p Value Satisfied Not Satisfied n % n % n % Good 71 83,5 14 16.5 85 100 0.023 Less Good 7 53.8 6 46.2 13 100 Total 78 79.6 20 20.4 98 100 Source: Results of Data Analysis using SPSS Application, 2025 World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 196 Table 10 shows that among the 85 respondents (100%) who reported good reliability, 71 respondents (83.5%) were satisfied and 14 respondents (16.5%) were not satisfied. Meanwhile, among the 13 respondents (100%) who reported poor reliability, 7 respondents (53.8%) were satisfied and 6 respondents (46.2%) were not satisfied. Based on the Chi-square statistical test, the p-value obtained was 0.023 < 0.05, indicating that the alternative hypothesis is accepted. Therefore, there is a significant association between reliability and the satisfaction of hypertensive patients in receiving services at Posbindu PTM in the working area of UPTD Puskesmas Lepo-Lepo, Kendari City, in 2025. Responsiveness Table 11 Association Between Responsiveness and Hypertensive Patients’ Satisfaction in Receiving Services at Posbindu PTM, Working Area the Lepo-Lepo Community Health Center, Kendari City, 2025 Responsiveness Satisfied Amount p Value Satisfied Not Satisfied n % n % n % Good 75 82.4 16 17.6 91 100 0.03 Less Good 3 42.9 4 57.1 7 100 Total 78 79.6 20 20.4 98 100 Source: Results of Data Analysis using SPSS Application, 2025 Table 11 shows that among the 91 respondents (100%) who reported good responsiveness, 75 respondents (82.4%) were satisfied and 16 respondents (17.6%) were not satisfied. Meanwhile, among the 7 respondents (100%) who reported poor responsiveness, 3 respondents (42.9%) were satisfied and 4 respondents (57.1%) were not satisfied. Based on the Chi-square statistical test, the p-value obtained was 0.03 < 0.05, indicating that the alternative hypothesis is accepted. Therefore, there is a significant association between responsiveness and the satisfaction of hypertensive patients in receiving services at Posbindu PTM in the working area the Lepo-Lepo Community Health Center, Kendari City, in 2025. Assurance Table 12 Association Between Assurance and Hypertensive Patients’ Satisfaction in Receiving Services at Posbindu PTM, Working Area the Lepo-Lepo Community Health Center, Kendari City, 2025 Assurance Satisfied Amount p Value Satisfied Tidak Puas n % n % n % Good 74 83.1 15 16.9 89 100 0.016 Less Good 4 44.4 5 55.6 9 100 Total 78 79.6 20 20.4 98 100 Source: Results of Data Analysis using SPSS Application, 2025 Table 12 shows that among the 89 respondents (100%) who reported good assurance, 74 respondents (83.1%) were satisfied and 15 respondents (16.9%) were not satisfied. Meanwhile, among the 9 respondents (100%) who reported poor assurance, 4 respondents (55.6%) were satisfied and 5 respondents (44.4%) were not satisfied. Based on the Chisquare statistical test, the p-value obtained was 0.016 < 0.05, indicating that the alternative hypothesis is accepted. Therefore, there is a significant association between assurance and the satisfaction of hypertensive patients in receiving services at Posbindu PTM in the working area the Lepo-Lepo Community Health Center, Kendari City, in 2025. World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 197 Emphaty Table 13 Association Between Empathy and Hypertensive Patients’ Satisfaction in Receiving Services at Posbindu PTM, Working Area the Lepo-Lepo Community Health Center, Kendari City, 2025 Emphaty Satisfied Amount p Value Satisfied Satisfied n % n % n % Good 76 84.4 14 15.6 90 100 0.001 Less Good 2 25 6 75 8 100 Total 78 79.6 20 20.4 98 100 Source: Results of Data Analysis using SPSS Application, 2025 Table 13 shows that among the 90 respondents (100%) who reported good empathy, 76 respondents (84.4%) were satisfied and 14 respondents (15.6%) were not satisfied. Meanwhile, among the 8 respondents (100%) who reported poor empathy, 2 respondents (25%) were satisfied and 6 respondents (75%) were not satisfied. Based on the Chi-square statistical test, the p-value obtained was 0.003 < 0.05, indicating that the alternative hypothesis is accepted. Therefore, there is a significant association between empathy and the satisfaction of hypertensive patients in receiving services at Posbindu PTM in the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. Trust Table 13 Association Between Trust and Hypertensive Patients’ Satisfaction in Receiving Services at Posbindu PTM, Working Area the Lepo-Lepo Community Health Center, Kendari City, 2025 Trust Satisfied Amount p Value Satisfied Satisfied n % n % n % Good 70 83.3 14 16.7 84 100 0.035 Less Good 8 57.1 6 42.9 14 100 Total 78 79.6 20 20.4 98 100 Source: Results of Data Analysis using SPSS Application, 2025 Table 13 indicates that among 84 respondents (100%) who reported high levels of trust, 70 respondents (83.3%) expressed satisfaction, while 14 respondents (16.7%) expressed dissatisfaction. In contrast, among 16 respondents (100%) who reported low levels of trust, 8 respondents (57.1%) expressed satisfaction, and 6 respondents (42.9%) expressed dissatisfaction. Based on the Chi-Square test, the p-value was 0.035, which is less than 0.05, indicating that the null hypothesis is rejected. Therefore, there is a significant relationship between trust and the satisfaction of hypertensive patients in receiving services at Posbindu PTM within the operational area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. 3.1.4. Multivariate Analysis Multivariate analysis is employed to examine the simultaneous effects of multiple independent and dependent variables. This analysis aims to identify the variable that has the most dominant influence on the outcome variable. The method applied in this study is binary logistic regression. [13] Based on the results of the bivariate analysis, the independent variables with p-values < 0.05 were identified as tangible evidence, reliability, responsiveness, assurance, empathy, and trust. Consequently, these variables were included in the multivariate binary logistic regression analysis.. World Journal of Advanced Research and Reviews, 2025, 28(03), 190–199 198 Table 14 Multivariate Analysis of Factors Influencing Hypertensive Patients’ Satisfaction in Receiving Services at Posbindu PTM within the Operational Area of the Lepo-Lepo Community Health Center, Kendari City, in 2025 Variabel B S.E. Wald df Sig. Exp(B) Tangible .846 .745 1.289 1 .256 2.329 Reliability .682 .764 .796 1 .372 1.977 Responsiveness 1.225 1.068 1.316 1 .251 3.405 Assurance 1.385 .908 2.324 1 .127 3.994 Emphaty 2.158 .994 4.714 1 .030 8.656 Trust .466 .761 .375 1 .540 1.593 Source: Results of Data Analysis using SPSS Application, 2025 The results indicate that the most influential factor on hypertensive patients’ satisfaction in receiving services at Posbindu PTM within the operational area of the Lepo-Lepo Community Health Center, Kendari City, in 2025 is the empathy variable, with a significance value of 0.014 < 0.05 and an Exp(B) value of 8.656. This demonstrates that patients who perceive higher levels of empathy have an 8.6 times greater likelihood of satisfaction compared to other variables. From the multivariate statistical analysis, it can be concluded that the higher the level of empathy provided by the health center to patients, the greater the satisfaction experienced by the patients.. Hypertensive patients often experience anxiety related to the risk of complications such as stroke or heart failure. When healthcare personnel demonstrate empathy, provide reassuring explanations, and show a willingness to assist, a sense of security is established, directly impacting patient satisfaction. Hypertensive individuals heavily rely on adherence to medication, diet, and lifestyle modifications. Personnel who are able to empathize tend to be more effective in delivering easily understandable education and in motivating patients. This ease of communication strengthens trust and supports satisfaction with the services provided at Posbindu PTM These findings are also consistent with the study by Afigah & Ispandiyah (2025), which identified the empathy dimension as having the most significant influence (Sig. 0.004) on patient satisfaction at Puskesmas Mantrijeron, Yogyakarta City, in 2024. This indicates that patients at Puskesmas Mantrijeron prioritize consistent services that receive personal attention from healthcare providers over other factors. In the context of primary healthcare services, such as those provided by community health centers, personal interaction is particularly important, as patients expect treatment that is humane and attentive. [14] These findings are also consistent with the study conducted by Haeruddin (2021). The multivariate analysis of independent variables examined simultaneously indicated that the most influential factor on the likelihood of inpatient patients returning to RSUD Haji Makassar, after being affected by satisfaction, was empathy, with a significance value of (ρ = 0.000) and an Exp(B) value of 77.000 [15] 4. Conclusion The findings of the study indicate a significant association between tangibles, reliability, responsiveness, assurance, empathy, and trust with the satisfaction of hypertensive patients in receiving services at the Posbindu PTM in the working area of the Lepo-Lepo Community Health Center, Kendari City, in 2025. Each variable demonstrated a p-value below 0.05, specifically p=0.003 for tangibles, p=0.023 for reliability, p=0.03 for responsiveness, p=0.016 for assurance, p=0.001 for empathy, and p=0.03 for trust. Among these variables, empathy emerged as the most influential factor affecting patient satisfaction, as evidenced by the binary logistic regression analysis showing an Odds Ratio Exp(B) of 8.656. This indicates that patients who perceived a higher level of empathy had approximately 8.6 times greater likelihood of being satisfied with the services received.