scholarly journals Measurement of Patient Satisfaction as a Quality Indicator of Hospital Health Services: The Case of Outpatient Clinics in General Hospital

2017 ◽  
Vol 5 (2) ◽  
pp. 128 ◽  
Author(s):  
Georgoudi Ekaterina
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
General Hospital ◽  
Quality Indicator ◽  
Outpatient Clinics

scholarly journals Determinants that Influence the Quality of Outstanding Services on Patient Satisfaction in dr. H. Moh. Anwar General Hospital Sumenep District

2021 ◽  
Vol 5 (1) ◽  
pp. 185-194
Author(s):  
Susiyati Susiyati ◽  
Katmini Katmini
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Response Time ◽  
General Hospital ◽  
Linear Regression Analysis ◽  
P Value ◽  
Outpatient Services ◽  
Cross Sectional

Quality hospital services are always a hope for every user of health services and along with the development of science and technology, people are increasingly critical in assessing health services. The purpose of this study was to analyze the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The design of this research is an observational quantitative study with a cross sectional approach with the focus of the research directed at analyzing the effect of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. The total population is 271 respondents and a sample of 109 respondents is taken by the Accidental Sampling technique. The findings showed that most of the respondents had sufficient category loyalty as many as 56 respondents (51.4%). Most of the respondents rated the response time in the medium category as many as 56 respondents (51.4%). Most of the respondents have a moderate category of service quality as many as 55 respondents (50.5%). Most respondentssatisfied as many as 65 respondents (59.6%). Based on the results of the Linear Regression analysis of the service quality variable on utilization, it shows that the p-value <0.05 then H0 is rejected and H1 is accepted, so it can be concluded that there is an influence of loyalty and response time on the quality of outpatient services and patient satisfaction in General Hospital dr. H. Moh. Anwar, Sumenep Regency. It is expected that respondents can provide constructive input and criticism so that the services provided can be in accordance with what is expected.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals Analysis Quality of Services on and Satisfaction Loyalty Patients Sumberglagah Hospital Mojokerto

2020 ◽  
Vol 3 (2) ◽  
pp. 232-238
Author(s):  
Bambang Priyono ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Linear Regression ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Quality Of Services ◽  
Hospital Services ◽  
Patient Loyalty ◽  
Regression Test

Hospitals were health facilities that provide individual health services including promotive, preventive, curative and rehabilitative services. Hospital services provided in the form of quality will be able to satisfy patients. Patients satisfied with the services provided can also create patient loyalty. This study aims to determine the effect of service quality on satisfaction and loyalty of patients at Sumber Glagah General Hospital Mojokerto. Research design used in this study a correlation analytic with a cross sectional approach. The population study were all in patients at Sumber Glagah General Hospital Mojokerto in August 2018 as many as 315 patients. The sampling technique used simple random sampling with a sample size of 100 patients. The independent variable was service quality and the dependent variable is satisfaction and loyalty. The instrument used a questionnaire that is tested for its validity and reliability. Data analysis used linear regression with a significance level of 0.05. The results showed that respondents stated that the services of the Sumberglagah General Hospital were of high quality at 56%. Respondents who stated that they were very satisfied were 94%. Respondents who stated were very loyal at 93%. The results of the linear regression test showed that p = 0.025 (α = 0.05) that H0 is rejected means that there is an influence between the quality of service of Sumberglagah Hospital in Mojokerto and patient satisfaction. The results of the linear regression test showed that p = 0.015 means that there is an influence between the quality of services of Sumberglagah Hospital in Mojokerto on patient loyalty. The quality of health services felt by patients is predicted to increase patient satisfaction. Good service quality will affect patient satisfaction as a hospital customer. The more quality the services provided by the hospital, the more patients will feel satisfaction with the services provided. The better quality of hospital services provided to patients will be more loyal patients to the hospital

scholarly journals ANALISIS PENGARUH KUALITAS PELAYANAN, PENETAPAN HARGA DAN FASILITAS TERHADAP KEPUASAN PASIEN

2018 ◽  
Vol 2 (1) ◽  
pp. 129-143
Author(s):  
Suyitno Suyitno
Keyword(s):  
Patient Satisfaction ◽  
Linear Regression ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Service Provider ◽  
Consumer Satisfaction ◽  
District General Hospital ◽  
Government Institution ◽  
Dominant Influence

ABSTRACT A government institution engaged in service delivery, especially health services, consumer satisfaction a benchmark of the success of the institution. As more and more customers are satisfied with the services of an institution, more and more consumer visits to use the services of the service provider can ultimately increase the revenue of the company. This study analyzed the effect of service quality variables, price and facility determination on patient satisfaction at Malang District General Hospital. The questionnaires were filled by 86 patients who came to the Malang District General Hospital, and the data were processed using multiple linear regression using SPSS version 11.5 software. The result showed that service quality, price and facility have significant effect either partially or simultaneously on patient satisfaction. Besides, the results of this study indicate that service quality has a dominant influence on patient satisfaction in Malang District General Hospital.  

scholarly journals Patient satisfaction against the quality of dental health services at dental polyclinic of Tenriawaru General Hospital in Bone Regency

2016 ◽  
Vol 1 (3) ◽  
pp. 177 ◽  
Author(s):  
Fuad H. Akbar ◽  
Rini Pratiwi
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
General Hospital ◽  
Dental Health ◽  
Physical Appearance ◽  
Medical Services ◽  
Research Subjects ◽  
Five Dimensions ◽  
Dental Health Services

Patient satisfaction against the quality of dental health serviceswas a comparison between the perception of care received by expectation before getting treatment. The Research was conducted at Tenriawaru General Hospital in Bone Regency based on the five dimensions of service quality, they were the assurance, empathy, responsiveness, physical appearance, and medical services by using Likert scale. The study was descriptive with a sample of 65 people. The research subjects were all visitors (patient) Dental Polyclinic of Tenriawaru General Hospital in Bone Regency. Results showed patient satisfaction on dimensions of assurance 84.6% falling into the category satisfied. On the dimensions of empathy showed 81.5% of patients satisfied. On the dimensions of responsiveness showed 36.9% of patients satisfied. On the dimensions of physical appearance showed 84.6% of patients satisfied. On the dimensions of medical services showed 72.3% of patients satisfied. Based on the result of patient satisfaction against the quality of dental health services at the Dental Polyclinic of Tenriawaru General Hospital in Bone Regency which reviewed from five dimensions showed patients satisfied against the quality of dental health services at Tenriawaru General Hospital in Bone Regency.

scholarly journals Caring Of Health Officers in Administrative Services, Satisfaction of Inpatient Room Patients at the Muna Regency General Hospital

2021 ◽  
Vol 1 (1) ◽  
pp. 30-35
Author(s):  
Rasniah Sarumi ◽  
Elna Sari ◽  
Nur Yazlim
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
General Hospital ◽  
Health Workers ◽  
Cross Sectional Study ◽  
Primary Data ◽  
Bivariate Analysis ◽  
Sectional Study ◽  
Cross Sectional ◽  
Administrative Services

Baground: One form of service in the administration room is the caring behavior of health workers where the caring attitude will be intertwined with a relationship of mutual trust, compassion and honesty. Patients and their families will feel satisfied if the health services received are in accordance with the patient's expectations and can feel disappointed if the caring health workers received are not in line with their expectations so that patients will tend to choose health services that can provide good caring. The purpose of this study was to know the caring of health workers in administrative services on patient satisfaction in inpatients at the Muna Regency General Hospital.. Method: The research design uses a cross sectional study approach involving a sample of 52 people. The data collection method used primary data and secondary data. Data analysis using Univariate and Bivariate analysis. Results: there is a relationship between caring for health workers in administrative services to patient satisfaction in inpatients at the Muna Regency General Hospital with a value of 0,017. Conclusions: there is a relationship between caring for health workers in administrative services to patient satisfaction in inpatients at the Muna Regency General Hospital. Keywords: career, health workers, administrative services, patient satisfaction   Pendahuluan: Salah satu bentuk pelayanan diruangan administrasi adalah perilaku caring petugas kesehatan dimana sikap caring akan terjalin dengan adanya hubungan saling percaya, belas kasih dan kejujuran. Pasien maupun keluarga pasien akan merasa puas apabila pelayanan kesehatan yang diterima sesuai dengan harapan pasien dan dapat merasa kecewa bila caring petugas kesehatan yang diterima tidak sesuai dengan harapannya sehingga pasien akan cenderung memilih pelayanan kesehatan yang dapat memberikan caring dengan baik. Tujuan penelitian ini adalah diketahinya caring petugas kesehatan pada pelayanan administrasi terhadap kepuasan pasien di  rawat inap Rumah Sakit Umum Daerah Kabupaten Muna.   Metode: Desain Penelitian menggunakan  pendekatan Cross Sectional Study yang melibatkan sampel sebesar 52 orang. Metode pengumpulan data menggunakan data primer dan data sekunder. Analisis data menggunakan analisis Univariat dan Bivariat. Hasil: ada hubungan caring petugas kesehatan pada pelayanan administrasi terhadap kepuasan pasien di  rawat inap Rumah Sakit Umum Daerah Kabupaten Muna dengan nilai ρ sebesar 0,017. Kesimpulan: ada hubungan caring petugas kesehatan pada pelayanan administrasi terhadap kepuasan pasien di  rawat inap Rumah Sakit Umum Daerah Kabupaten Muna Kata kunci: caring, petugas kesehatan, pelayanan administrasi, kepuasan pasien

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101 ◽  
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals THE ANALYSIS OF BPJS PATIENT SATISFACTION LEVEL OF THE QUALITY HEALTH SERVICES IN PAFIO B ROOM CIBINONG HOSPITAL

2020 ◽  
Vol 11 (2) ◽  
pp. 101-111
Author(s):  
Deden Deden Nurjaman ◽  
Dede Dede Rukasa
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Health Services ◽  
General Hospital ◽  
Quality Of Health Care ◽  
P Value ◽  
Satisfaction Level ◽  
Quality Health Care ◽  
Quality Health

Satisfaction is feeling happy or disappointed someone who emerged after comparing the perception or impression of the performance or the result of a product or expectations. Good quality will increase customer satisfaction, according to law number 36 of 2009 on health stressed the importance of improving the quality of health services. This study aims to determine how the level of patient satisfaction BPJS to quality health care in the space Pafio B Cibinong General Hospital. This research method using cross sectional method using Kendall Tau Correlation. And the method of taking samples in this study with Probability Sampling technique with the number of  sample of 170 respondents. The results showedas many as 97 respondents (57.1%) reported better quality of health care, 84 of them said they were satisfied. While 73 respondents (42.9%) stating quality of health care is not good, of which 71 respondents (41.8%) are not satisfied. Based on the results obtained by p value = 0,000 with significant value <0.05. There is a relationship between the quality of health care with patient satisfaction level in the room BPJS Pafio B Cibinong General Hospital.

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