The Effect of Health Facilities, Psychosocial Support and Service Quality on the Level of Refugee Satisfaction in the Makassar Immigration Detention Center
DOI:
https://doi.org/10.55885/jmap.v6i2.744Keywords:
Health Facilities, Psychosocial Support, Service Quality, Refugee SatisfactionAbstract
This study aims to analyze the influence of health facilities, psychosocial support, and service quality on refugee satisfaction at the Immigration Detention Center (Rudenim) in Makassar. The background of the study is rooted in the importance of providing dignified and human services for refugees living under constrained and stressful conditions. A quantitative approach was employed, with data collected through questionnaires distributed to 98 active residents of the detention center. The data were analyzed using multiple linear regression with the assistance of SPSS version 26. The results indicate that all three independent variables have a positive and significant influence on refugee satisfaction. Health facilities showed a significant influence with a regression coefficient of 0.155 and a significance level of 0.043. Psychosocial support also had a significant effect, with a coefficient of 0.138 and a significance level of 0.022. Service quality emerged as the most dominant factor, with a coefficient of 0.443 and a significance level of 0.000. These findings suggest that improvements in healthcare services, emotional support, and overall service quality can substantially enhance the satisfaction levels of refugees. The study recommends improvements in indicators with lower scores, such as trust in healthcare services, recognition of refugees' cultural identity, and assurance in service delivery by officers. Implementing more empathetic, communicative, and responsive service strategies is key to fostering satisfaction and well-being among refugees during their stay at the detention center.
References
Al Maamari, R. H. H. (2026). Maslow’s hierarchy of needs: a critical examination in disaster situations. Journal of Religion & Spirituality in Social Work: Social Thought, 45(1), 45-65. https://doi.org/10.1080/15426432.2025.2459827
Alaan, Y. (2016). Pengaruh service quality (tangible, empathy, reliability, responsiveness dan assurance) terhadap customer satisfaction: Penelitian pada Hotel Serela Bandung. Jurnal Manajemen Maranatha, 15(2). https://doi.org/10.28932/jmm.v15i2.18
Ali, M., Briskman, L., & Fiske, L. (2016). Asylum seekers and refugees in Indonesia: Problems and potentials. Cosmopolitan Civil Societies: An Interdisciplinary Journal, 8(2), 22-43.
Alijonovna, S. S. (2024). The Role of Psychological Services in Higher Educational Institutions. Spanish Journal of Innovation and Integrity, 37, 56-59.
Al‐Rousan, T., Schwabkey, Z., Nelson, B. D., & Jirmanus, L. (2018). Health needs and priorities of Syrian refugees in camps and urban settings in Jordan: perspectives of refugees and health care providers. Eastern Mediterranean health journal, 24(03), 243-253.
Block, A. M., Aizenman, L., Saad, A., Harrison, S., Sloan, A., Vecchio, S., & Wilson, V. (2018). Peer support groups: Evaluating a culturally grounded, strengths-based approach for work with refugees. Advances in Social Work, 18(3), 930-948. https://doi.org/10.18060/21634
Calderón‐Larrañaga, A., Vetrano, D. L., Ferrucci, L., Mercer, S. W., Marengoni, A., Onder, G., ... & Fratiglioni, L. (2019). Multimorbidity and functional impairment–bidirectional interplay, synergistic effects and common pathways. Journal of internal medicine, 285(3), 255-271. https://doi.org/10.1111/joim.12843
Chiarenza, A., Dauvrin, M., Chiesa, V., Baatout, S., & Verrept, H. (2019). Supporting access to healthcare for refugees and migrants in European countries under particular migratory pressure. BMC health services research, 19(1), 513. https://doi.org/10.1186/s12913-019-4353-1
Cohen, F., & Yaeger, L. (2021). Task-shifting for refugee mental health and psychosocial support: A scoping review of services in humanitarian settings through the lens of RE-AIM. Implementation Research and Practice, 2, 2633489521998790. https://doi.org/10.1177/2633489521998790
Denov, M., Fennig, M., Rabiau, M. A., & Shevell, M. C. (2020). Intergenerational resilience in families affected by war, displacement, and migration:“It runs in the family”. In Social work practice with war-affected children (pp. 17-45). London: Routledge. https://doi.org/10.4324/9780429295836
Dewansyah, B. (2025). From Australian Influence to Rohingya Refugees: A Systematic Literature Review of Asylum Seekers and Refugees in Indonesia. The Indonesian Journal of Socio-Legal Studies, 4(2), 2. https://doi.org/10.54828/ijsls.2025v4n2.2
Eades, D. N. (2020). Managing stressors in a detention facility: The need for supporting and safeguarding staff. The Journal of Adult Protection, 22(3), 153-163. https://doi.org/10.1108/JAP-12-2019-0040
Ellis, B. H., Winer, J. P., Murray, K., & Barrett, C. (2019). Understanding the mental health of refugees: Trauma, stress, and the cultural context. The Massachusetts General Hospital textbook on diversity and cultural sensitivity in mental health, 253-273. https://doi.org/10.1007/978-3-030-20174-6_13
Esposito, F., Ornelas, J., & Arcidiacono, C. (2015). Migration-related detention centers: the challenges of an ecological perspective with a focus on justice. BMC International Health and Human Rights, 15(1), 13. https://doi.org/10.1186/s12914-015-0052-0
Fazel, M., & Betancourt, T. S. (2018). Preventive mental health interventions for refugee children and adolescents in high-income settings. The Lancet Child & Adolescent Health, 2(2), 121-132.
Goodkind, J. R., Hess, J. M., Isakson, B., LaNoue, M., Githinji, A., Roche, N., ... & Parker, D. P. (2014). Reducing refugee mental health disparities: a community-based intervention to address postmigration stressors with African adults. Psychological services, 11(3), 333. https://psycnet.apa.org/doi/10.1037/a0035081
Grabovac, I., & Dorner, T. E. (2019). Association between low back pain and various everyday performances: Activities of daily living, ability to work and sexual function. Wiener Klinische Wochenschrift, 131(21), 541-549. https://doi.org/10.1007/s00508-019-01542-7
Henegar, D., Ilieș, G. L., Mureșan, I. C., Poruțiu, A. R., Arion, I. D., & Arion, F. H. (2024). Customers’ perception of microfinance services as a tool for rural development: A Romanian case study. Agriculture, 14(7), 1087. https://doi.org/10.3390/agriculture14071087
Horbata, L. (2024). Criteria For Monitoring And Assessing The Quality Of Administrative Services (Using The Example Of The Center For Providing Administrative Services Of The Irpin City Council). Baltic Journal of Legal and Social Sciences, (4), 351-358. https://doi.org/10.30525/2592-8813-2024-4-39
Idayati, I., Kesuma, I. M., Aprianto, R., & Suwarno, S. (2020). The Effect of Service Quality on Citizen's Expectation through Dimension of Tangible, Emphaty, Reliability, Responsiveness and Assurance (TERRA). SRIWIJAYA International Journal of dynamic economics and business, 241-252. https://doi.org/10.29259/sijdeb.v4i3.241-252
Im, H., Verbillis-Kolp, S., Atiyeh, S., Bonz, A. G., Eadeh, S., George, N., & Malluwa Wadu, A. (2023). Implementation evaluation of community‐based mental health and psychosocial support intervention for refugee newcomers in the United States. Health & Social Care in the Community, 2023(1), 6696415. https://doi.org/10.1155/2023/6696415
Izogo, E. E., & Ogba, I. E. (2015). Service quality, customer satisfaction and loyalty in automobile repair services sector. International Journal of Quality & Reliability Management, 32(3), 250-269. https://doi.org/10.1108/IJQRM-05-2013-0075
King, G., McPherson, A., Kingsnorth, S., Stewart, D., Glencross-Eimantas, T., Gorter, J. W., ... & Isihi, A. M. (2015). Residential immersive life skills programs for youth with disabilities: service providers’ perceptions of experiential benefits and key program features. Disability and rehabilitation, 37(11), 971-980.
Kohlenberger, J., Buber-Ennser, I., Rengs, B., Leitner, S., & Landesmann, M. (2019). Barriers to health care access and service utilization of refugees in Austria: Evidence from a cross-sectional survey. Health Policy, 123(9), 833-839. https://doi.org/10.1016/j.healthpol.2019.01.014
Kotwal, A. A., Holt‐Lunstad, J., Newmark, R. L., Cenzer, I., Smith, A. K., Covinsky, K. E., ... & Perissinotto, C. M. (2021). Social isolation and loneliness among San Francisco Bay Area older adults during the COVID‐19 shelter‐in‐place orders. Journal of the American Geriatrics Society, 69(1), 20-29. https://doi.org/10.1111/jgs.16865
Langlois, E. V., Haines, A., Tomson, G., & Ghaffar, A. (2016). Refugees: towards better access to health-care services. The Lancet, 387(10016), 319-321.
Lebano, A., Hamed, S., Bradby, H., Gil-Salmerón, A., Durá-Ferrandis, E., Garcés-Ferrer, J., ... & Linos, A. (2020). Migrants’ and refugees’ health status and healthcare in Europe: a scoping literature review. BMC public health, 20(1), 1039. https://doi.org/10.1186/s12889-020-08749-8
Lee, A. C., Khaw, F. M., Lindman, A. E., & Juszczyk, G. (2023). Ukraine refugee crisis: evolving needs and challenges. Public Health, 217, 41-45. https://doi.org/10.1016/j.puhe.2023.01.016
Madras, B. K., Ahmad, N. J., Wen, J., & Sharfstein, J. S. (2020). Improving access to evidence-based medical treatment for opioid use disorder: strategies to address key barriers within the treatment system. NAM perspectives, 2020, 10-31478. https://doi.org/10.31478/202004b
Maresova, P., Javanmardi, E., Barakovic, S., Barakovic Husic, J., Tomsone, S., Krejcar, O., & Kuca, K. (2019). Consequences of chronic diseases and other limitations associated with old age–a scoping review. BMC public health, 19(1), 1431. https://doi.org/10.1186/s12889-019-7762-5
Matlin, S. A., Depoux, A., Schütte, S., Flahault, A., & Saso, L. (2018). Migrants’ and refugees’ health: towards an agenda of solutions. Public Health Reviews, 39(1), 27. https://doi.org/10.1186/s40985-018-0104-9
Missbach, A. (2019). Asylum seekers’ and refugees’ decision-making in transit in Indonesia: The need for in-depth and longitudinal research. Bijdragen tot de taal-, land-en volkenkunde/Journal of the Humanities and Social Sciences of Southeast Asia, 175(4), 419-445.
Muganyizi, E. E. (2018). The impact of training on staff performance in public sector organizations: A case of immigration department (Doctoral dissertation, The Open University of Tanzania).
Naseh, M., Macgowan, M. J., Wagner, E. F., Abtahi, Z., Potocky, M., & Stuart, P. H. (2020). Cultural adaptations in psychosocial interventions for post-traumatic stress disorder among refugees: A systematic review. Rethinking Social Work Practice with Multicultural Communities, 76-97. https://doi.org/10.4324/9780429330872
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The service quality dimensions that affect customer satisfaction in the Jordanian banking sector. Sustainability, 11(4), 1113. https://doi.org/10.3390/su11041113
Paloma, V., de la Morena, I., & López‐Torres, C. (2020). Promoting posttraumatic growth among the refugee population in Spain: A community‐based pilot intervention. Health & Social Care in the Community, 28(1), 127-136. https://doi.org/10.1111/hsc.12847
Puvimanasinghe, T., Denson, L. A., Augoustinos, M., & Somasundaram, D. (2015). Narrative and silence: How former refugees talk about loss and past trauma. Journal of Refugee Studies, 28(1), 69-92. https://doi.org/10.1093/jrs/feu019
Rizzi, D., Ciuffo, G., Landoni, M., Mangiagalli, M., & Ionio, C. (2023). Psychological and environmental factors influencing resilience among Ukrainian refugees and internally displaced persons: a systematic review of coping strategies and risk and protective factors. Frontiers in Psychology, 14, 1266125. https://doi.org/10.3389/fpsyg.2023.1266125
Ryo, E. (2019). Understanding immigration detention: Causes, conditions, and consequences. Annual Review of Law and Social Science, 15(1), 97-115. https://doi.org/10.1146/annurev-lawsocsci-101518-042743
Sampson, R. C., Gifford, S. M., & Taylor, S. (2016). The myth of transit: The making of a life by asylum seekers and refugees in Indonesia. Journal of Ethnic and Migration Studies, 42(7), 1135-1152. https://doi.org/10.1080/1369183X.2015.1130611
Sherchan, S., Samuel, R., Marahatta, K., Anwar, N., Van Ommeren, M. H., & Ofrin, R. (2017). Post-disaster mental health and psychosocial support: experience from the 2015 Nepal earthquake. WHO South-East Asia journal of public health, 6(1), 22-29.
Siddiq, H., Elhaija, A., & Wells, K. (2023). An integrative review of community-based mental health interventions among resettled refugees from Muslim-majority countries. Community mental health journal, 59(1), 160-174. https://doi.org/10.1007/s10597-022-00994-y
Silove, D., Ventevogel, P., & Rees, S. (2017). The contemporary refugee crisis: an overview of mental health challenges. World psychiatry, 16(2), 130-139. https://doi.org/10.1002/wps.20438
Sugiarto, S., & Octaviana, V. (2021). Service quality (SERVQUAL) dimensions on customer satisfaction: Empirical evidence from bank study. Golden Ratio of Marketing and Applied Psychology of Business, 1(2), 93-106. https://doi.org/10.52970/grmapb.v1i2.103
Tan, N. F. (2016). The status of asylum seekers and refugees in Indonesia. International Journal of Refugee Law, 28(3), 365-383. https://doi.org/10.1093/ijrl/eew045
Tay, A. K., & Silove, D. (2017). The ADAPT model: bridging the gap between psychosocial and individual responses to mass violence and refugee trauma. Epidemiology and Psychiatric Sciences, 26(2), 142-145. https://doi.org/10.1017/S2045796016000925
Turunen, E., & Hiilamo, H. (2014). Health effects of indebtedness: a systematic review. BMC public health, 14(1), 489. https://doi.org/10.1186/1471-2458-14-489
Van Hout, M. C., Lungu-Byrne, C., & Germain, J. (2020). Migrant health situation when detained in European immigration detention centres: a synthesis of extant qualitative literature. International Journal of Prisoner Health, 16(3), 221-236. https://doi.org/10.1108/IJPH-12-2019-0074
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Journal of Management and Administration Provision
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Licensing Statement
Journal of Management and Administration Provision operates under articles of this journal licensed under a https://creativecommons.org/licenses/by/4.0. This allows for the reproduction of articles, free of submissions charge, with the appropriate citation information. All authors publishing with the Journal of Management and Administration Provision accept these as the terms of publication.
