scholarly journals The Impact of Service Quality Dimensions on Patient Satisfaction and Loyalty Using the Modified Servqual Scala at dr. Abdoer Rahem Situbondo Hospital

2020 ◽  
Vol 2 (1) ◽  
pp. 01
Author(s):  
Budiharto Budiharto
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Hospital Inpatient ◽  
Patient Loyalty ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Quality Of Health Services ◽  
The Impact

The focus of this study is on the influence of the quality of hospital inpatient health services according to the  modified SERVQUAL scala dimension on patient satisfaction and loyalty. Satisfaction plays a role as a mediator of service quality in creating patient loyalty. With a sample of 400 inpatients participating in this study through a questionnaire survey with 15 questionnaires not returned / not answered completely. Samples were taken randomly from patients who received inpatient services with a purposive sampling method. Data were analyzed by path analysis using the SPSS program. The results of the study indicate that the quality of health services concerning the dimensions of trustworthness,  communication,   infrastructural quality, emphaty and responsiveness   have a positive and significant effect on patient satisfaction in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo with the dimension of responsiveness that has the greatest impact on satisfaction; The quality of health services regarding the dimensions of trustworthness, communication, emphaty, reliability and responsiveness  through patient satisfaction have a positive and significant effect on patient loyalty in the inpatient installation of RSUD dr. Abdoer Rahem Situbondo but the personnel,  healthscape, infrastructural quality does not have a significant effect.  Patient satisfaction at the inpatient facility has a positive and significant effect on patient loyalty. Keyword: Hospital, Servqual, satisfaction and loyalty

scholarly journals IMPLEMENTASI PERILAKU CARING PERAWAT PELAKSANA TERHADAP KEPUASAN PASIEN DI RUANG RAWAT INAP RUMAH SAKIT GRANDMED LUBUK PAKAM

2021 ◽  
Vol 1 (1) ◽  
pp. 110-114
Author(s):  
Rahmad Gurusinga ◽  
Tati Murni Karo-karo ◽  
Arfah May Syara ◽  
Syatriawati Suhaimi ◽  
Sari Desi Esta Ulina Sitepu ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Nursing Service ◽  
Caring Behavior ◽  
The People ◽  
Nursing Services ◽  
Quality Of Health Services

A hospital is said to be successful in providing health services if it is supported by several factors, one of which is quality nursing services. service quality. One form of nursing service that can be applied is the caring behavior of nurses because nurses are the people who interact with patients the most. This paper aims to provide the Implementation of Caring Behavior for Implementing Nurses on Patient Satisfaction in the Inpatient Room at Grandmed Lubuk Pakam Hospital. The method of implementing activities using questionnaires that are targeted in PKM activities are implementing nurses and inpatients. From the results of the activities carried out there was an increase in patient satisfaction up to 64.3%. With this PKM activity, it is hoped that it can improve the quality of health services at Grandmed Hospital and can further increase the satisfaction of visiting patients.

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 PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN

2016 ◽  
Vol 1 (1) ◽  
pp. 83
Author(s):  
Amelia Tr Utami ◽  
Hadi Ismanto ◽  
Yuni Lestari
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Method ◽  
Linear Regression Analysis ◽  
Coefficient Of Determination ◽  
Analysis Method ◽  
Validity And Reliability ◽  
Quality Dimensions ◽  
Service Quality Dimensions

The purpose of this study was to determine the effect of service quality dimensions of service quality are tangibles, reliability, responsiveness, assurance and empathy toward patient satisfaction. The sample used in this study is 100 respondents. The sampling method used purposive sampling and accidental sampling. Data collection used questionnaires. Data analysis method used quantitative analysis using validity and reliability test, F test, the coefficient of determination, t test and linear regression analysis. Based on the results of this study showed that the quality of service that consists of tangibles (X1), reliability (X2), responsiveness (X3), assurance (X4) and empathy (X5) simultaneously significant effect on patient satisfaction. Partially, Tangibles variable (X1), Reliability (X2) and Empathy (X5) showed significant effect on satisfaction (Y). While, variable Responsiveness (X3), Assurance (X4) partially did not show significant effect on satisfaction (Y).

scholarly journals THE INFLUENCE OF PROFESSIONAL QUALIFICATION ON CUSTOMER PERCEPTIONS OF ACCOUNTING SERVICES QUALITY AND RETENTION DECISIONS

2014 ◽  
Vol 16 (4) ◽  
pp. 753-768 ◽  
Author(s):  
Maja Zaman Groff ◽  
Sergeja Slapničar ◽  
Neža Štumberger
Keyword(s):  
Service Quality ◽  
Services Quality ◽  
Professional Qualification ◽  
Perceived Service Quality ◽  
Customer Perceptions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Retention Decisions ◽  
The Impact

The purpose of this paper is to examine whether professional qualification in- creases the quality of accounting services as perceived by the customers. We advance the measurement of service quality by industry-specific indicators and establish four dimen- sions of accounting service quality. We analyse the impact of professional qualification on these dimensions of quality and the impact of these dimensions on customers’ retention decisions. The analysis is based on survey data of 237 Slovenian small and micro firms that outsource accounting. We find that professional qualification is positively associated with only one of the perceived service quality dimensions – accounting competences – and only assurance, responsiveness and reliability and empathy are positively associated with customers’ retention decisions. Limitations of the study are attributed to the measure- ment of service quality as perceived by the customers. However, this is the only factor of choice that ultimately counts in the competitive market for accounting services.

scholarly journals Health Care Service Quality and Its Impact on Patient Satisfaction “Case of Al-Bashir Hospital”

2017 ◽  
Vol 12 (9) ◽  
pp. 136
Author(s):  
Rula Al-Damen
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Care Service ◽  
Health Care Service ◽  
Perceived Health ◽  
Statistical Techniques ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

This study aimed to measure the impact of perceived health care service quality on patient satisfaction at a major government hospital in Jordan. For this purpose, the study developed an instrument based on modified ‘SERVQUAL’ using five service quality dimensions, namely: empathy, tangible, reliability, responsiveness and assurance. A survey was conducted to collect data with a total of 448 outpatient participants. Statistical techniques such as descriptive and inferential statistical techniques were employed to test the hypotheses. Results show that there is an impact of perceived health care service quality on overall patient satisfaction. Reliability had the most influence, followed by empathy and assurance. The study provided a set of recommendations.

scholarly journals Assessing the Impact of Service Quality Dimensions on Customer Satisfaction in Commercial Banks of Mauritius

2019 ◽  
Vol 14 (1) ◽  
pp. 259-270 ◽  
Author(s):  
Lomendra Vencataya ◽  
Sharmila Pudaruth ◽  
Roubina TD Juwaheer ◽  
Ganess Dirpal ◽  
Nabeelah Meh Zabeen Sumodhee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Industry ◽  
Quality Factors ◽  
International Banks ◽  
Banking Institutions ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

AbstractIn today’s hyper competitive banking arena, banking institutions are focusing on improving service quality. Providing excellent quality of service is important in creating and sustaining competitive advantage in the banking industry of Mauritius due to intense competition between local and international banks. Hence, the paper explores the impact of Service Quality (SQ) Dimensions on customer satisfaction. Using the SERVQUAL model, the paper seeks to examine the impacts of reliability, responsiveness, assurance, empathy and tangible aspects on customer satisfaction in banks of Mauritius. A sample of 200 banking customers was randomly selected and data were analyzed through SPSS version 22. The SERVQUAL model has been found as reliable factors and appropriate tool to measure, evaluate, support, and improve the quality of services in banking industry. Results indicated that all five service quality factors have significantly positively influenced customer satisfaction in banks. Regression analysis was also conducted and depicted that empathy is a significant predictor of customer satisfaction among the five SQ dimensions.

scholarly journals The Role of Nurses and the Quality of Health Services with the Satisfaction of BPJS Patients in Junrejo Puskesmas Batu City

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Restu Pamungkas ◽  
Indasah Indasah ◽  
Koesnadi Koesnadi
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Cross Sectional ◽  
Regression Test ◽  
Important Quality ◽  
Quality Dimensions ◽  
Quality Of Health Services ◽  
Improve Service Quality

Patient satisfaction is related to service quality. By knowing the level of patient satisfaction, hospital management can improve service quality. Patient satisfaction is considered as one of the most important quality dimensions and is the key to success in health organizations that is also affected by the role of nurses. The purpose of this study was to determine the effect of nurse roles and service quality on BPJS patient satisfaction. The research design used was cross sectional with questionnaire sheet instruments. The population of this study were 230 BPJS patients. 144 samples used random sampling techniques, while to determine the effect between variables used ordinal regression test with a significant level of 0.05. Based on the results of the study it was found that the role of good nurses was 64 (44.4%) respondents and most of the good quality services were 88 (61.1%) and satisfaction in the satisfied category was 124 (86.1%). The results of the data analysis showed that there was an influence of the nurse's role factor on satisfaction. It was known that the Sig (2-tailed) value had 0.00 and the service quality factor had an effect on satisfaction, this was known as Sig (2-tailed) which had a number 0.049. The existence of a good role from nurses will improve service quality and will improve BPJS patient satisfaction.

Measuring the Quality of Health Services Using SERVQUAL

2018 ◽  
pp. 300-318 ◽  
Author(s):  
Ana I. Melo ◽  
Gonçalo Santinha ◽  
Rita Lima
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Healthcare Service ◽  
Service Performance ◽  
Women And Children ◽  
Quality Of Health Services ◽  
Physical Elements

This chapter discusses the quality of health services in a Portuguese hospital by assessing the level of patient satisfaction, according to several features, using SERVQUAL. Results from a questionnaire, based on SERVQUAL, indicate that perceived healthcare service performance generally falls short of expectations except in the physical elements of service quality (“tangibility”), as opposed to “empathy” and “assurance.” In addition, patients who are more satisfied are females, patients over 65 years old, and those who attended the specialty anesthesiology. The least satisfied are patients aged between 18 and 34 years old and those who attended the specialty women and children.

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