scholarly journals QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIAhip

2021 ◽  
Author(s):  
Suyitno
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospital ◽  
Document Analysis ◽  
Quality Service ◽  
Dominant Effect ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Positive Effect

Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.

scholarly journals QUALITY OF HEALTH SERVICE AND ITS EFFECT ON PATIENT SATISFACTION IN DR. SYAIFUL ANWAR HOSPITAL OF MALANG INDONESIA.

2018 ◽  
Author(s):  
Suyitno
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Public Hospital ◽  
Document Analysis ◽  
Quality Service ◽  
Dominant Effect ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Positive Effect

Service quality dimension covering reliability, responsiveness, assurance, empathy, and tangible is the ultimate goal a public hospital should achieve as organization productivity though patients’ satisfaction. This study investigated the influence of service quality on patients’ satisfaction of Dr Syaiful Anwar Hospital in Malang, East Java, Indonesia. Assigning 50 patients hospitalized during the research, this study collected data using questionnaires, interview and document analysis and used SPSS 17.0 as a tool of analysis. Findings of t-test showed that variables of quality service gave positive effect on patients’ satisfaction, each of which is: Assurance (46%), Reliability (34,3%), Tangible (42%), Responsiveness (67,1%), and Empathy (43,3%). Determinant test showed all variables affected 46.1% (R² = .464) on public satisfaction and responsiveness performed the most dominant effect on patients’ satisfaction to 67.1% based on beta test.

scholarly journals Patients' Perceptions in Inpatient Service Quality and its Effect on Patient Loyalty with Patient Satisfaction as Mediation Variable

2019 ◽  
Vol 3 (1) ◽  
Author(s):  
Octa Lidya Ghaisani Amin ◽  
Wisnu Untoro
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Inpatient Service ◽  
Validity And Reliability ◽  
Patients Satisfaction ◽  
Patient Loyalty ◽  
Patient’S Perception ◽  
Positive Effect

<p>This study aims to empirically test the patient's perception of the quality of inpatient services, and its effects on the loyalty of the patient, with patient satisfaction as a mediation variable. Data collection was performed by using five points Likert scales with judgment sampling approach. The study involved 160 patients of the dr. Prijonegoro Hospital, Sragen. Descriptive analysis was conducted followed by measurement analyses to ensure the validity and reliability. This research found that inpatient service quality has a significant positive effect on patients' satisfaction, patient satisfaction positively affect patients' loyalty, and patients' satisfaction partially mediated the effect of inpatient service quality on patient loyalty. Therefore, by improving the quality of services, it is expected that the patients were satisfied and then loyal after satisfied with inpatient service quality in the hospital.</p>

scholarly journals DAMPAK KUALITAS PELAYANAN TERHADAP KEPUASAN PASIEN BPJS DI PUSKESMAS JATILAWANG KABUPATEN BANYUMAS

2020 ◽  
Vol 4 (1) ◽  
pp. 33
Author(s):  
Kusumaningtyas Kusumaningtyas
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Quantitative Research ◽  
Community Health Center ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Expected Performance ◽  
The Government

Satisfaction is a feeling that shows a person's happiness or disappointment that comes after comparing the performance (outcome) of the thinking product to the expected performance (or outcome). Quality of service and satisfaction (patient) is a unity that is difficult to separate. To realize the patients’ satisfaction of BPJS at The Primary Health Service (Puskesmas) of Jatilawang Banyumas Regency as public health service owned by the government, in its development is demanded to give good service quality by increasing employee competence and also pay attention to service quality dimension itself. That are reliability, responsiveness, assurance, tangibles, and empathy. This research is a descriptive quantitative research with the cross-sectional approach which aims to know in general about how the level of patient satisfaction. Meanwhile, the specific purpose of this study to determine how much impact the quality of health services to BPJS patient satisfaction. The results showed that in general from the results of the t-test, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) partially positive and have a significant effect on patients’ satisfaction of BPJS service (Y). Furthermore, the variable reliability (X1), responsiveness (X2), assurance (X3), tangibles (X4) and empathy (X5) simultaneously have a positive and significant effect on BPJS patient satisfaction (Y). Specifically, the amount of BPJS patient satisfaction at The Community Health Center of Jatilawang, Banyumas is equal to 0.992 or 99.2%.

scholarly journals Relationship between Service Quality on Public Health Center and Patient Satisfaction

2017 ◽  
Vol 9 (7) ◽  
pp. 96 ◽  
Author(s):  
Fuad Husain Akbar ◽  
Muhammad Tegar Jaya
Keyword(s):  
Public Health ◽  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
Health Center ◽  
Services Quality ◽  
Service Center ◽  
Public Health Center ◽  
Patients Satisfaction

INTRODUCTION: The aim of this study was to examine the relationship between services quality on public health center and patient satisfaction in Kutai Kartanegara Regency, Indonesia.METHOD: This research used pilot pathfinder survey, which was done on February 23rd-25th 2017 in Kutai Kartanegara Regency, Indonesia. Two questionnaires were used in the study. During the data collection, there were 192 patients from the health service center, it was consisted two locations representing the urban and rural area in order to describe the quality of health service towards the patients’ satisfaction. In order to investigate the correlation between the quality of health service and patient satisfaction, Pearson correlation test was conducted.RESULT: The highest score regarding of the service quality was on the dimension of the doctors and pharmacy were 99.5%. The lowest level of patients’ satisfaction on assurance and empathy dimension were 10.4%. There was a significance between the service quality of the doctors, nurses, pharmacy, and the administrators towards the patients’ satisfaction. The highest score of the coefficient correlation on the nurse dimension was 0.273, which means that the nurses were giving good services quality and it affects the people’s satisfaction.CONCLUSION: A good service quality believes would affect the people’s satisfaction which generally affects people’s decision to choose health service provider. Health service center is expected to increase their environmental condition, and the professionalism of the nurses and registration officers in terms of their awareness and performance in order to create better services.

scholarly journals Analysis Of Influence Of Service Quality And Facilities Of Room On Patients Satisfaction In Hospitals

2020 ◽  
Vol 1 (1) ◽  
pp. 51-60
Author(s):  
Inun Nur Rochma ◽  
Karim Budiono ◽  
Zainulloh Zainulloh
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Causal Relationship ◽  
Research Study ◽  
Health Facilities ◽  
Patients Satisfaction ◽  
Result Show

This research aim to determine whether the patient is satisfied with the services and health facilities that were provided by the hospitals in and determine what factors are influential in dtermining the level of patient satisfaction to services and facilities provided by the hospital yasmin. Design of the study is divided into three types,  namely research exploratory, descriptive and explanatory.  Research study kind of explanatory research because the goal is to explain the causal relationship between variables testing hipotesis result show that the variable of service quality and room facilities have a significant effect on patient satisfaction at Yasmin Hospital. Keywords: Quality of service, space facilities, patient satisfaction.

scholarly journals PERSEPSI PASIEN ATAU KELUARGANYA TERHADAP MUTU PELAYANAN UNIT GAWAT DARURAT

2015 ◽  
Vol 7 (3) ◽  
Author(s):  
Starry H. Rampengan
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Public Hospital ◽  
Quality Of Services ◽  
Emergency Unit ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Poor Families ◽  
Response Capacity

Abstract: Prof. Dr. R.D. Kandou General Hospital in Manado is an A-class public hospital with a capacity of 745 beds. About 80% of hospitalization comes from the Emergency Unit. Until now, complaints are still found in the suggestion box as well as from mass media about the unsatisfied patients. To date, there is no study that can be justified regarding the complaints of those patients. This study aimed to analyze the level of patient satisfaction in order to maintain the quality of services at the Emergency Unit. The study was conducted between September to December 2013 as a cross-sectional prospective study in eligible 98 patients who visited the Emergency Unit Department of Prof. Dr. R.D. Kandou Hospital. By using SERVQUAL dimension associated with the level of patients’ satisfaction, a data collection of visitors at the Emergency Unit was obtained. The results showed that the overall perception of patients or their families on the quality of service at the Emergency Unit was 82.33%. However, one of components in SERVQUAL dimension (quality of service) had the lowest score, i.e. on the dimension of response capacity including prompt or immediate service provided for customers. Patients who came from poor families got the highest score (112.74) on all kinds of SERVQUAL dimension.Keywords: patient satisfaction, quality of service, patient perceptionAbstrak: RSUP Prof. Dr. R.D. Kandou Manado merupakan salah satu rumah sakit milik pemerintah, tergolong kelas A dengan kapasitas 745 tempat tidur. Sebanyak 80% pasien rawat inap berasal dari Unit Gawat Darurat RSUP. Walaupun melayani seluruh strata sosial ekonomi dan juga sebagai rujukan pasien miskin dan terlantar, hingga saat ini masih dijumpai keluhan melalui kotak saran dan media massa yang menyangkut ketidakpuasan pasien tersebut. Belum ada penelitian yang dapat dipertanggungjawabkan menyangkut berbagai keluhan pasien tersebut. Penelitian ini bertujuan untuk membuat analisis yang menyangkut tingkat kepuasan pasien agar dapat menjadi masukan dalam merumuskan kebijakan upaya menjaga mutu pelayanan di UGD. Penelitian ini dilakukan di RSUP Prof. Dr. R. D. Kandou pada periode waktu September-Desember 2013 dengan desain potong lintang terhadap 98 pasien UGD yang memenuhi syarat penelitian. Dengan menggunakan dimensi SERVQUAL yang dikaitkan dengan tingkat kepuasan pasien, dilakukan pengumpulan data pengunjung UGD selama periode tertentu. Persepsi pasien terhadap pelayanan akan baik bila tingkat kepuasan pasien tinggi. Persepsi pasien atau keluarganya terhadap mutu pelayanan UGD secara keseluruhan sebesar 82,33%. Pada salah satu unsur dimensi SERVQUAL (mutu pelayanan) dengan nilai paling rendah yaitu dimensi daya tanggap meliputi antara lain pelayanan yang segera atau cepat bagi pelanggan. Pasien dengan status gakin mendapatkan skor yang tinggi (112,74) terhadap semua dimensi SERVQUAL.Kata kunci: kepuasan pasien, mutu pelayanan, persepsi pasien

SATISFACTION OF PATIENTS WHO USE MEDICAL SERVICES IN PUBLIC HOSPITALS IN CAN THO CITY

2017 ◽  
pp. 138-145
Author(s):  
Minh Chu Cao ◽  
Van Thang Vo ◽  
Tan Dat Nguyen ◽  
Thanh Hung Vo
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Outpatient Service ◽  
Cross Sectional Study ◽  
Public Hospitals ◽  
Public Health Services ◽  
Cross Sectional ◽  
Patients Satisfaction ◽  
Can Tho City

Objectives: To assess patients’ satisfaction with using public health services in public hospitals in Can Tho city according to the new 2016 criteria and compare the patient satisfaction in 7 public hospitals in Can Tho and Can Tho city according to the Health Ministry’s 2016 patient satisfaction survey. Materials and Methods: A cross-sectional study was applied to assess the service quality of 7 general public hospitals in Can Tho City with the study subjects included 1069 outpatient and 882 inpatient. Results: The average of patients’ satisfaction with outpatient and residential services in 7 hospitals at the district and provincial levels was only at 4 (satisfied or good). Most hospitals meet about 80% of patients’ expectations. More than 95% of the patients are likely to return, or will come back or refer others to the hospitals. However, there are still some patients who rate some very dissatisfactory or very poor and unhappy or poor criteria, and some patients are unlikely to return or refuse to come back. The difference in satisfaction between hospitals is statistically significant (p<0.001). Conclusion: In order to improve patients’ satisfaction with public hospitals in Can Tho city, interventions should be developed to improve the quality of hospitals. Attention should be paid to the implementation of hospital training sessions on improving service quality and patient satisfaction. Key words: Satisfaction, inpatient, outpatient, Service, Medical, Can Tho

scholarly journals Improvement Priorities: Public Hospital Service Quality

2018 ◽  
Vol 248 ◽  
pp. 03007
Author(s):  
M. Dachyar ◽  
Farizal ◽  
Alicia Ti
Keyword(s):  
Service Quality ◽  
Analytical Hierarchy Process ◽  
Public Hospital ◽  
Public Hospitals ◽  
Hospital Services ◽  
Patients Satisfaction ◽  
Quality Dimension ◽  
Expectation Gap ◽  
Patient’S Perception ◽  
Hierarchy Process

Patients’ satisfaction in public hospitals in Jakarta is decreased due to the increase participant of outpatients using national health insurance. One of the principle influenced satisfaction is services. The purpose of this research is to get priority improvement of service quality dimension. ServQual method is used to obtain the patient’s perception and expectation gap on hospital services. Analytical Hierarchy Process (AHP) is used to obtain the dimension importance weight. Five experts were involved on choosing the appropriate service dimension. Questionnaires were given to 400 patients. Results showed that the largest gap on overall services dimension and sub-dimension are cleanliness, comfort of check room and bathroom. The weight of importance is included, results show the priority improvement of trust dimension and sub-dimension doctor is checking the patient’s condition correctly.

scholarly journals Analysis of the Achievement of the Minimum Service Standard See from the Quality of Service and Patient Satisfaction in the Installation of Pharmaceutical Pharmaceuticals in RSI Malang "UNISMA"

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Musyrifah Musyrifah ◽  
Sentot Imam Suprapto ◽  
Nia Sari
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Simple Random Sampling ◽  
Positive Influence ◽  
Path Coefficient ◽  
Cross Sectional ◽  
Service Standards ◽  
Positive Effect

Facing the era of intense competition that needs to be trained by hospitals is patient satisfaction, patient satisfaction is closely related to quality service quality and service quality is evaluated by achieving minimum service standards that are in accordance with standards. The existence of preliminary data from the RSI about pharmacy service satisfaction figures in terms of facilities 95.2%, waiting time 77.4%, friendliness 95.2%, accuracy 91.9%, where this data still needs more in-depth research to obtain satisfaction figures valid. The purpose of this study was to determine the effect of service quality on patient satisfaction and the achievement of Minimum Service Standards for outpatient pharmacy installation in Malang Hospital "Unisma". This type of research is quantitative with observational analytic using cross sectional. The population in this study were all patients who visited who had received medication services, taking samples by simple random sampling of 136 samples, using questionnaires. Analyze data with path analysis. The results showed that the path coefficient of Service Quality to satisfaction of 0.425 showed a positive effect. The path coefficient of Service Quality towards achievement of MSS of 0.413 shows a positive influence, the path coefficient of Patient Satisfaction with achievement of MSS of 0.166 shows a positive influence. To improve the quality of service, it will be followed by achieving good standards, so patient satisfaction will also increase. From the results of this study it can be concluded that the better the Quality of Service, the better Patient Satisfaction. The better the Quality of Service, the better the Achievement of Minimum Service Standards and the better the Patient Satisfaction, the better the Quality of Service Standards.

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