scholarly journals Analysis of the Effect of Service Quality on the Level of Satisfaction, Trust and Interest in Revisiting Outpatients at the Hospital dr. Soepraoen Malang

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Anang Junaidi ◽  
Sandu Siyoto ◽  
Nurwijayanti Nurwijayanti
Keyword(s):  
Service Quality ◽  
Research Design ◽  
Descriptive Analysis ◽  
Joint Effect ◽  
P Value ◽  
Hospital Services ◽  
Cross Sectional ◽  
Level Of Satisfaction ◽  
Number Of Visits

The hospital as a health service institution is required to provide a complete service and always maintain the quality of its services. Data on the number of visits of patients in the outpatient poly hospital Dr. Soepraoen Malang in the period of 2016-2017 and in 2018 the number of visits has still not increased and there are still complaints from outpatients on the quality of services provided. This shows that the service has not been optimal. The consumer interest in using the services of the same service provider is strongly influenced by the experience of satisfaction with the services provided previously. Patient satisfaction with hospital services will have an impact on repeat visits and trust in the hospital. The purpose of this study was to analyze the effect of service quality on the level of satisfaction, trust and interest in revisiting outpatients in Dr Soepraoen Hospital Malang. The research design used is quantitative by using analytic surveys. The research design uses Cross Sectional with Accidental Sampling method with a sample of 100 respondents. Data collection using closed questionnaires and interviews. The data analysis used is descriptive analysis, and path analysis. The results showed that the Service Quality variable had a significant effect on the Satisfaction variable; Service Quality variables have a significant effect on the Trust variable; Service Quality variables have a significant effect on the Interest of Revisiting and there is also a joint effect of the variable Quality of Service, Satisfaction, Trust has a significant effect on the Interest in Revisiting Outpatient Hospital Dr. Soepraoen Malang with p-value <0.05. Based on the research, it is necessary to do further research qualitatively about unsatisfactory hospital services.

scholarly journals The Effect of Service Quality and Maternal Satisfaction of Children Under Five on the Behavior of Mothers Visiting “Posyandu”

2021 ◽  
Vol 5 (01) ◽  
pp. 1-5
Author(s):  
Agung Suharto ◽  
Budi Joko Santosa ◽  
K Kasiati
Keyword(s):  
Quality Of Service ◽  
Service Quality ◽  
Small Proportion ◽  
P Value ◽  
Maternal Satisfaction ◽  
Cross Sectional ◽  
Children Under Five ◽  
Under Five ◽  
Level Of Satisfaction

Background: “Posyandu” is a means for the community to obtain basic health services which includes five main “posyandu” activities, including: maternal and child health, family planning, nutrition, immunization and overcoming diarrhea. In terms of quantity, the development of the number of posyandu is very encouraging, because the ratio of posyandu to village is 3.51 “posyandu”. This study aims to determine the effect of service quality and maternal satisfaction of children under five on the behavior of mothers visiting “posyandu”. Methods: The design of this research was cross sectional. Population was 100 and sample was 80 people. Independent variable were the quality of service and satisfaction and dependent variable was the behavior (frequency) of visiting the “posyandu”. Data analysis was done by: descriptive analysis, and logistic regression. Results: The most of respondents said the quality of service was good as many as 56.3% and a small proportion of respondents said the quality of service was sufficient as much as 8.8%. Most of the respondents said that the level of satisfaction was satisfied as much as 55% and a small proportion of respondents said the level of satisfaction was satisfied as much as 6.3%. Most of the h good behavior was 71.3% and a small proportion of: less than 2.5%. Obtained a significant effect of service quality on the behavior of mothers under five visiting “posyandu” (p-value = 0.005) and there was a significant effect of satisfaction with the behavior of mothers under five visiting “posyandu” (p-value = 0.011). Conclusion: the quality of service and satisfaction of mothers under five have an effect on the behavior of mothers visiting “posyandu”. Keywords: quality; satisfaction; behavior; “posyandu”

scholarly journals Faktor-Faktor Mutu Pelayanan Kebidanan yang Mempengaruhi Tingkat Kepuasan Pasien di Poli Kebidanan RSUD Wonosari

2017 ◽  
Vol 11 (2) ◽  
pp. 35-42
Author(s):  
Franata Suriana Esthi ◽  
Eko Mindarsih ◽  
Murni Murni
Keyword(s):  
Service Quality ◽  
Research Method ◽  
Public Hospital ◽  
Direct Proof ◽  
Sampling Technique ◽  
P Value ◽  
Gamma Test ◽  
Cross Sectional ◽  
Quality Of Health Services

Hospitals play a role in improving the quality of health services. It was important to accurately measure patients' level of satisfaction.The previous study showed the score of 74.67%. It was lower than the level of customer satisfaction in Wonosari Regional PublicHospital (75.34%), 62.5% of the patients were satisfied of tangibles, 75% were satisfied on reliability, and 62.5% were satisfied inempathy. Research objective to investigate factors of midwifery service quality in Wonosari Regional Public Hospital MidwiferyClinic. This research method used analytical survey with cross sectional approach. 82 people were taken as samples by usingpurposive sampling technique. The data analysis employed Gamma testing. The result was factors of service quality in WonosariRegional Public Hospital Midwifery Clinicwere categorized as good. The percentages are: direct proof 54.9%, reliability 56.1%,empathy 57.3%, responsiveness 54.9%, guarantee 52.4%. The patient satisfaction level was 61.0%. The Gamma test resultshowed that the p-value of direct proof, reliability, empathy, responsiveness, and guarantee is 0.000 < 0.05. In addition, the value of rgamma of direct proof and responsiveness = 0.979, reliability = 0.993, empathy = 0.985 and guarantee = 0.988.

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 Persepsi Pasien tentang Kualitas Layanan Mempengaruhi Kepuasan Pasien Rawat Inap Kelas III Rumah Sakit

2020 ◽  
Vol 14 (1) ◽  
pp. 37
Author(s):  
Sulistyaningsih Sulistyaningsih ◽  
Fitnaningsih Endang Cahyani ◽  
Nuli Nuryanti Zulala ◽  
Sri Lestari
Keyword(s):  
Hospital Inpatient ◽  
Hospital Services ◽  
Cross Sectional ◽  
Quality Dimension ◽  
Inpatient Services ◽  
Level Of Satisfaction ◽  
Cross Sectional Design ◽  
High Level ◽  
And Behavior

Background: The higher quality of hospital services will cause customers to have a high level of satisfaction and behavior. The purpose of the study was to analyze the quality of hospital inpatient services. Method: The survey research method used cross-sectional design. The sample of this study was 172 third class inpatients in PKU Muhammadiyah Gamping Hospital determined by consecutive sampling. Results: The results of study showed that patients' perceptions about the quality of inpatient services were mostly good on all dimensions (58%), most patients feel satisfied (63%). Conclusion: Education is significantly related to patients' perceptions of the quality of the hospital inpatient services. The experience of patients being treated in hospital is significantly related to inpatient satisfaction. Patients' perceptions of the quality of hospital inpatient services are significantly related to patient satisfaction. The quality dimension that needs to be improved is empathy, while the best is reliability.

Hubungan Mutu Pelayanan Kesehatan dengan Kepuasan Pasien Tanggungan BPJS di Klinik Bhayangkara Polda Bali

2020 ◽  
Vol 5 (2) ◽  
Author(s):  
Ni Nengah Dwi Susila Dewi
Keyword(s):  
Health Service ◽  
Service Quality ◽  
P Value ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Improve Health Status ◽  
Health Service Quality ◽  
Convenience Sampling ◽  
The Government

ABSTRAK Salah satu upaya untuk meningkatkan derajat kesehatan, pemerintah bekerjasama dengan BPJS Kesehatan. Oleh karena itu, mutu pelayanan kesehatan harus ditingkatkan supaya masyarakat mau berkunjung untuk melakukan pemeriksaan. Berdasarkan wawancara di Klinik Bhayangkara Polda Bali dari 7 pasien, 5 orang menyatakan belum puas dengan pelayanan yang diberikan. Tujuan penelitian ini untuk mengetahui hubungan mutu pelayanan kesehatan dengan kepuasan pasien tanggungan BPJS di Klinik Bhayangkara Polda Bali. Jenis penelitian yang digunakan dalam penelitian ini adalah descriptive corelation dengan pendekatan cross sectional. Sampel yang digunakan sebanyak 109 orang dengan metode convenience sampling. Teknik analisa data menggunakan Statistik Rank Spearman. Hasil penelitian menunjukkan nilai p-value=0,000 (p= 0.05) dengan nilai koefisien korelasi (r) = 0,707. Berdasarkan analisis tersebut dapat disimpulkan bahwa terdapat hubungan antara mutu pelayanan kesehatan dengan kepuasan pasien tanggungan BPJS di Klinik Bhayangkara Polda Bali. Mutu pelayanan yang baik dapat meningkatkan kepuasan pasien. Kata Kunci : Mutu Pelayanan Kesehatan, Kepuasan Pasien ABSTRACT One of the effort to improve health status, the government collaborate with BPJS Health. Therefore, the quality of health services must be improved in order to make people want to visit for an inpection. Based on interviews at the Bali Police Bhayangkara Clinic of 7 patients, 5 people said the were not satisfied with the services that provided. The purpose of this study was to determine the correlation between health service quality and patients� satisfaction of BPJS insurance in Bali Police Bhayangkara Clinic. This study used descriptive correlation with cross sectional approach. The sample used was 109 respondents with convenience sampling method. Data analysis techniques used Rank Spearman Statistics. The results showed that p-value = 0,000 (p=0.05) with a correlation coefficient (r) = 0.707. Based on this analysis, it can be concluded that there was a correlation between health service quality and patients� satisfaction of BPJS insurance in Bali Police Bhayangkara Clinic. Good service quality can increase patients� satisfaction. Keywords : Health Service Quality, Patients� Satisfaction

scholarly journals Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]

2016 ◽  
Vol 11 (2) ◽  
pp. 265
Author(s):  
Januar Efendi Panjaitan ◽  
Ai Lili Yuliati
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Sampling Technique ◽  
P Value ◽  
Analysis Technique ◽  
Set Up ◽  
Branch Office

The purpose of this study was to determine the effect of Quality of Service Quality of Service Customer Satisfaction either simultaneously or partially on Cabang JNE Bandung. JNE is a freight company and documents that have been established since 1990. In 2004, JNE set up headquarters in Jakarta. The JNE Bandung has a branch office in Jalan Permata Kawaluyaan numbers 1-4 Soekarno Hatta, Bandung. The type of research used in this study was descriptive research type using a quantitative approach. The analysis technique used was descriptive analysis techniques and multiple linear regression. While the sampling technique used was Non Probability sampling using purposive sampling and number of samples of 78 people. The results of this research showed that the quality of service (X) consisting of Reliability, Assurance, Tangibles, Empathy, and Responsiveness simultaneously had significant influence on satisfaction of customers with significant value (p value) of 0.003 &lt; 0.05. Partial test results showed that the only variable that empathy has a partial effect on was customer satisfaction with the number of variables of significance (p value) amounted to 0.021 &lt; 0.05.

scholarly journals Analysis of Lut Tawar Health Center Service Quality on Outpatient Patient Satisfaction in Central Aceh Regency

2021 ◽  
Vol 2 (2) ◽  
pp. 50-58
Author(s):  
Asriwati Amirah ◽  
Mappeaty Nyorong ◽  
Wahyu Fatrah Nananda
Keyword(s):  
Health Services ◽  
Service Quality ◽  
Health Center ◽  
Physical Condition ◽  
Secondary Data ◽  
Primary Data ◽  
P Value ◽  
Cross Sectional ◽  
Quality Of Health Services

The purpose of this study was to find out what aspects were related to the quality of service at the Lut Tawar Health Center to the Satisfaction of Outpatients in Central Aceh Regency. The research design used in this study was Cross Sectional. The population in this study was 7,507 people and the samples taken by accidental sampling were 99 people. Data collection methods are primary data and secondary data. Analysis of the data used is a binary logistic regression test. The results showed that the physical condition had a sig-p value of 0.004 < 0.05, reliability sig-p 0.004 < 0.005, and a sig-p guarantee of 0.030 < 0.05, which means that it has a relationship with the quality of health services, while responsiveness has no relationship to the quality of health services because it has a sig-p value of 0.173 > 0.05 and concern has no relationship to the quality of health services because it has a sig-p value of 0.893 > 0.05. The most dominant aspect related to service quality is the variable of physical condition p = 0.004 <0.05. The conclusion in this study is that there is a relationship between physical condition, reliability, and assurance on the quality of Community Health Center (puskesmas) services, while the responsiveness and caring variables have no relationship to the quality of puskesmas services.

scholarly journals Analisis Mutu Pelayanan Nifas Pertama (Kf1) oleh Bidan di Puskesmas di Kabupaten Pemalang Tahun 2018

2019 ◽  
Vol 7 (2) ◽  
pp. 115-123
Author(s):  
Ragil Sri Pamungkas ◽  
Chriswardani Suryawati ◽  
Apoina Kartini
Keyword(s):  
Service Quality ◽  
Statistical Tests ◽  
Sample Selection ◽  
Simple Random Sampling ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Health Centres ◽  
Childbirth Care

Maternal Mortality Rate (MMR) in Pemalang Regency in 2017 is still high and happens a lot during childbirth time period (72%). One of the efforts for reducing MMR is the quality service of childbirth for the process of mother and baby recovery, early detection of complications, taking care of and referral of complications. The aim of the study is to determine and analyze the quality of the first childbirth service (KF1) and factors related to the service quality of first childbirth (KF1) by midwives at Health Centres in Pemalang Regency.Quantitative research method used cross sectional research type, sample selection by simple random sampling at 100 civil servant of midwives working period of at least three years in 14 health centres in each sub-district in Pemalang Regency. Data collections were done by questionnaires and observations, data analysis with chi-square statistical tests and multivariate with multiple logistic regression.Research results showed that the service quality of the first childbirth (KF1) is lacking (53%), lacking motivation (54%), less reward (65%), less supervision (50%) and workload according to the standard (57%). Variables related to the service quality of the first childbirth (KF1) are motivation (p-value = 0.018) and rewards (p-value = 0.003). While the variables not related to the service quality of the first childbirth (KF1) are supervision (p-value = 0.229) and workload (p-value = 0.774). The factors that influence the service quality of the first childbirth (KF1) are rewards (value p = 0.031 and OR = 3,466).Suggestions for improving the service quality of the first childbirth (KF1) are midwives have to be more optimal in giving childbirth care and health education, head of health centres can divide the tasks equally among all midwives, midwives in working have to create a positive attitude, the head of the health centres praises the success of childbirth care, the head of the health centres can allocate funds for the transportation of home visits, the implementation of supervision is carried out on a scheduled and routine for all midwives.

scholarly journals On the Agreement between Patients’ Perceptions and Expectations about the Quality of Hospital Services

2021 ◽  
Vol 13 (9) ◽  
pp. 33
Author(s):  
Ashraf A’aqoulah ◽  
Raghib Abu Saris ◽  
Omar B. Da’ar
Keyword(s):  
Service Quality ◽  
Quantitative Methods ◽  
Teaching Hospitals ◽  
Quality Of Services ◽  
Hospital Services ◽  
Cross Sectional ◽  
Highly Educated ◽  
And Gender ◽  
Perceptions And Expectations

Minimizing the gap and ensuring agreement between patients&rsquo; perceptions and expectations is an indication of a better quality of hospital services. This study aimed to examine the agreement between patients&rsquo; perceptions and expectations of the quality of hospital services. A cross-sectional design was adopted, and quantitative methods were employed for data collection. The SERVAQUAL tool was used. The sample size was 415 participants. This study was conducted in Jordanian teaching hospitals. The study population was patients who used outpatient clinics in these hospitals. The study found that there is very low agreement between patients&rsquo; expectation and their perceptions. Overall, the perceived service quality was significantly lower than the expected service quality across all of the dimensions used to measure the service quality gap (reliability, responsiveness, assurance, empathy, and tangibles). The results suggest regional variation, where patients who sought care at hospitals in Amman have a four-fold higher perception of the quality of services than patients who visited Irbid hospitals. Also, patients who are more highly educated (Diploma, Bachelor, or Higher Studies) have a higher perception than patients who have less than secondary education. Age and gender were found to have no significant association with patients&rsquo; perceptions. The findings of this study suggest that there is a gap between patients&rsquo; perceptions and expectations. Thus, there is a need to close this gap by improving patient satisfaction with the quality of services.

scholarly journals Pengaruh Kualitas Pelayanan Praktik Rehabilitasi Bersumberdaya Masyarakat (RBM) Terhadap Kepuasan Orangtua Atau Keluarga Pasien Di Kecamatan Gondangrejo Kabupaten Karanganyar

2018 ◽  
Vol 3 (2) ◽  
Author(s):  
Roy Romey Daulas M ◽  
Sudarman Sudarman
Keyword(s):  
Service Quality ◽  
Speech Therapy ◽  
P Value ◽  
Test Results ◽  
Community Based ◽  
Cross Sectional ◽  
Therapy Department ◽  
Univariate Test ◽  
Variable Quality

Abstract Background: The practice of Community Resource Rehabilitation (RBM) was carried out by Speech Therapy Department students in the area of the target village of the Therapy Department. The speech was from the Surakarta Ministry of Health Polytechnic in the Gondangrejo District. The RBM has a philosophical foundation from, by and for the community which implies that social rehabilitation activities carried out are initiated by the local government and the community where they are parents/ family and Disability itself which is directly carried out from, by and for the community. Based on the above, then along with the paradigm shift has changed the handling and range of services that were initially institutional-based based into community-based services. Method: This type of research is a quantitative study with an analytical observational design through a cross sectional approach (Cross Sectional. The population in this study was all parents/ families of patients in Godangrejo Subdistrict, Karanganyar District who have disability children or special needs who have received rehabilitation services Community Resources (RBM) by Speech Therapy Department students. Results: Univariate test results on variable Quality of service practices of RBM in general, showed that the majority of respondents rated the service quality of RBM practices by students as "quite good", namely 73.1%, who rated "good" as much as 17.3%, and who rated "bad" at 9.6%. The univariate test results on the variable satisfaction of parents/ family patients in general, showed that the majority of respondents rated the satisfaction of parents/ families of patients classified as "quite good" which amounted to 55.8%, which rated "good" by 15.4%, and who rated "bad" 28.8%. Conclusion: From the results of the bivariate test using "Spearman's rho" on the two variables, namely the variable quality of service RBM practice and satisfaction of parents/ families of patients in receiving RBM practice services, it indicates that there is a very significant relationship between the service quality of RBM practices and parental satisfaction/ family of patients in gondangrejo Subdistrict, this is indicated by the p value of 0.000, which means that the p value is 0.000 ≤ 0.05, with a positive correlation direction, between the service quality of RBM practices and the satisfaction of parents/ families of patients in Gondangrejo District. The strength of the relationship is "moderate" with the value of r count 0.535.

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