scholarly journals Service Quality for Patient Loyalty With Patient Satisfaction as Mediation of Hospital Patients In Dewi Sartika Kendari Hospital

2019 ◽  
pp. 97-105
Author(s):  
Randa Wula Isfan ◽  
Yulianti Fauziah
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Technological Development ◽  
Sampling Technique ◽  
Cross Sectional ◽  
Healthcare Facilities ◽  
Patient Loyalty ◽  
Hospital Patients ◽  
Fierce Competition

Hospital is one of the healthcare facilities, in the rapid technological development and increasingly fierce competition Hospital is required to continue to improve the quality of services that meet the needs of patients. This study aims to determine the effect of service quality on patient loyalty with patient satisfaction as mediation of hospitalized patients at Dewi Sartika Kendari General Hospital.The research method used was associative, with a cross-sectional design. Sampling technique used purposive sampling. Samples used were 83 respondents inpatients at Dewi Sartika Kendari General Hospital with data analysis using SPSS with path analysis method.The results showed that: a) Service quality had a positive and significant effect on patient satisfaction, the value of the effect was 0.583 and a significance of 0.000 <0.05. b) Quality of service does not have a positive and significant effect on patient loyalty, the value of the influence is 0.164 and the significance is 0.106> 0.05. c) Patient satisfaction has a positive and significant effect on patient loyalty, the value of the influence is 0.575 and a significance of 0.000 <0.05. d) Service quality has a positive and significant effect on patient loyalty with patient satisfaction as a mediating variable with a direct influence value of 0.164 <from the indirect effect value of 0.335

Peran Kepuasan Pasien sebagai Variabel Mediasi Pengaruh Mutu Pelayanan terhadap Loyalitas Pasien

2018 ◽  
Vol 2 (4) ◽  
pp. 543-552
Author(s):  
Ginka Vigaretha ◽  
Oktia Woro Kasmini Handayani
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Cross Sectional ◽  
Purposive Sampling ◽  
Outpatient Visits ◽  
Patient Loyalty ◽  
Customer Satisfaction Survey ◽  
Cross Sectional Design

Abstrak Cakupan kunjungan pasien rawat jalan di RSUD dr. Soediran Mangun Sumarso pada bulan Oktober tahun 2017 sebanyak 12.975 pasien, bulan November sebanyak 12.259 pasien, dan bulan Desember hanya 12.149 pasien. Hasil survei kepuasan pelanggan menunjukkan angka 75,08% (Kurang Baik). Tujuan dari penelitian ini adalah untuk mengetahui pengaruh antara mutu pelayanan terhadap loyalitas pasien, mutu pelayanan dengan kepuasan pasien, kepuasan pasien terhadap loyalitas pasien serta untuk mengetahui apakah kepuasan pasien dapat memediasi hubungan antara mutu pelayanan dengan loyalitas pasien. Penelitian dilakukan pada bulan Mei tahun 2018. Jenis penelitian ini adalah deskriptif analitik dengan rancangan studi cross sectional, dilengkapi kajian kuantitatif dengan wawancara menggunakan kuesioner. Sampel sebesar 106 orang dengan menggunakan teknik Purposive Sampling. Pengumpulan data menggunakan kuesioner. Metode analisis data menggunakan Uji Regresi Linier Berganda dan Analisis Jalur dengan menggunakan SPSS. Hasil penelitian menunjukkan ada pengaruh antara mutu pelayanan terhadap loyalitas (Sig.=0.020), mutu pelayanan terhadap kepuasan (Sig.=0,000), kepuasan terhadap loyalitas (Sig.=0,000) dan kepuasan dapat memediasi hubungan antara mutu pelayanan dengan loyalitas. (0,339>0,267).   Abstract Coverage of outpatient visits in hospitals dr. Soediran Mangun Sumarso in October 2017 are 12,975 patients, November are 12,259 patients, and December only 12,149 patients. The result of customer satisfaction survey showed 75.08% (Less Good). The purpose of this study was to determine the effect between service quality to patient loyalty, service quality to patient satisfaction, patient satisfaction to patient loyalty and to know whether patient satisfaction can mediate the relation between service quality to patient loyalty. This research was conducted in May 2018. The type of this research is descriptive analytical with cross sectional design, completed by quantitative analysis by interview using questionnaire. Number of samples of 106 respondents, the sampling technique is Purposive Sampling. Data was collected used is a questionnaire. Data analysis using Multiple Linear Regression and Path Analysis using SPSS. The result of research shows that there is influence between service quality to loyalty (Sig.=0,020), quality of service to satisfaction (Sig.=0,000), satisfaction to loyalty (Sig.=0.000) and satisfaction can mediate relationship between service quality and loyalty. (0.339>0.267).  

scholarly journals The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

2020 ◽  
Vol 10 (1) ◽  
pp. 1-12
Author(s):  
Dwi Sitti Oktania
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
General Hospital ◽  
Inpatient Care ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and  service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

scholarly journals Analisis Pengaruh Kualitas Pelayanan terhadap Tingkat Loyalitas Pasien Rawat Jalan di RS. Surabaya

2020 ◽  
Vol 3 (2) ◽  
pp. 51-55
Author(s):  
Puryanti Puryanti ◽  
Muhadi Muhadi
Keyword(s):  
Linear Regression ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Sampling Technique ◽  
Outpatient Services ◽  
Cross Sectional ◽  
Patient Loyalty ◽  
Cross Sectional Design ◽  
Willingness To Use

AbstrakJumlah kunjungan pasien rawat jalan merupakan salah satu indikator kinerja pelayanan rawat jalan di rumah. Jumlah kunjungan pasien rawat jalan di Rumah Sakit X selama tiga tahun terakhir  tahun 2016-2018 mengalami penurunan sebesar 10%. Tujuan penelitian ini untuk menganalisis pengaruh kualitas pelayanan rawat jalan terhadap tingkat loyalitas pasien rawat jalan di Rumah Sakit X. Jenis penelitian ini penelitian diskriptif analitik dengan rancang bangun penelitian cross sectional. Sampel penelitian ini adalah pasien rawat jalan sebesar 36 sampel dengan teknik accidental sampling. Analisis data menggunakan uji regresi linear berganda. Hasil penelitian  menujukkan bahwa kualitas pelayanan dokter, perawat, petugas pendaftaran sudah baik (mean ≥ 3,00). Kualitas sarana prasarana kurang baik (mean < 3,00). Tingkat loyalitas pasien berada pada level kesediaan untuk menggunakan kembali dan belum sampai pada level advocacy. Hasil uji regresi linier berganda menunjukkan kualitas pelayanan dokter dan petugas pendaftaran berpengaruh terhadap tingkat loyalitas pasien. Kualitas pelayanan perawat dan sarana prasarana tidak berpengaruh terhadap tingkat loyalitas pasien. Kesimpulan penelitian ini adalah  secara keseluruhan kualitas pelayanan berpengaruh terhadap tingkat loyalitas pasien.  Kata kunci : kualitas, pelayanan, loyalitas, pasien AbstractThe number of outpatient visits is one indicator of the performance of outpatient services in hospitals. The number of outpatient visit at Hospital X during the last three years in 2016 – 2018 increased a decrease of 10%. The purpose of this study was to analyze the influence of the quality of outpatient services on the level of outpatient loyalty at Hospital X. This was descriptive analytics research with cross-sectional design. The sample of this study was outpatients for 36 samples with accidental sampling technique. Data analysis uses multiple linear regression test. The result showed that the quality of the services of doctors, nurses, registration officers was good (mean ≥ 3,00). The quality of infrastructure is poor (mean < 3,00). The level of patient loyalty is at the level of willingness to use again and has not yet reached the level of advocacy. The results of multiple linear regression tests indicate the quality of the services of doctor and registration officers affect the level of patient loyalty. The quality of nurse services and facility does not affect the level of patient loyalty. The conclusion  of this study is that overall service quality affects the level of patient loyalty.Keywords : service, quality, loyalty, patients

scholarly journals Effect Between Quality of Nursing Service on Inpatient’s Loyalty and Satisfaction in dr. Soepraoen Army Hospital Malang

2019 ◽  
Vol 1 (1) ◽  
Author(s):  
Ni Luh Putu Suardini Yudhawati
Keyword(s):  
Patient Satisfaction ◽  
Data Analysis ◽  
Service Quality ◽  
P Value ◽  
Cross Sectional ◽  
Army Hospital ◽  
Nursing Services ◽  
Patient Loyalty ◽  
Quality Of Nursing

The dimensions of service quality are factors that can affect the competitiveness and success of hospitals. In addition, the increasing competition between hospitals has led to the fact that each hospital can pay more attention to increasing patient satisfaction through the provision of quality services. Nursing services also greatly affect the level of patient loyalty. The purpose in this study was to determine the effect of the quality of nursing services on inpatient’s loyalty and satisfaction in dr. Soepraoen Army Hospital Malang. Design of this study is quantitative with a cross sectional approach. The data analysis technique used is path analysis using the value α of 0.05. The sample in this study were 268 respondents. The results of the data analysis showed that the quality of nursing services had a significant effect on patient satisfaction as indicated by the p-value of 0.000 and the coefficient (beta) of 0.948. Satisfaction has a significant effect as indicated by the p-value of 0.000 and the coefficient (beta) of 0.691. Besides that service quality has a significant influence on patient loyalty as indicated by the p-value of 0.000 and the coefficient (beta) of 0.270, and based on indirect effects obtained by the coefficient (beta) 0.065. The conclusion of the study shows that the quality of nursing services has an influence on patient satisfaction, the quality of Nursing Services has an influence on patient loyalty, and the quality of nursing services has an influence on inpatient loyalty and satisfaction at the dr. Soepraoen Army Hospital Malang.  

scholarly journals PATIENT SATISFACTION ANALYSIS BASED ON SERVICE QUALITY ASSESSMENT AND TRUST IN HEALTH FACILITIES

2021 ◽  
Vol 10 (2) ◽  
pp. 105-113
Author(s):  
Agus Aan Adriansyah ◽  
Makki Makki ◽  
Budhi Setianto ◽  
Nikmatus Sa’adah ◽  
Indah Lestari ◽  
...  
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Health Center ◽  
Binary Logistic Regression ◽  
Sampling Technique ◽  
P Value ◽  
Cross Sectional ◽  
Perceived Service Quality ◽  
Almost All

Health centers have an important role to provide the best service to the community. One of the problems in the outpatient installation of the Tambelangan Health Center is the decrease in the number of patient visits. It is necessary to evaluate the quality of service so that patients put their trust and then reuse the service until they feel satisfied. The purpose of this study was to analyze the effect of service quality and trust on patient satisfaction. This research is included in the type of analytic observational using a cross-sectional approach. The sample size is 100 patients who seek treatment at the outpatient installation of the Tambelangan Health Center. The sampling technique was carried out by systematic random sampling. Data were obtained directly through the perception of the patient's assessment of the perceived service quality, their trust in the facilities and services received and including the satisfaction that the patient felt through the questionnaire instrument. The data obtained were then analyzed using binary logistic regression. The results showed that all patients (86%) stated that the overall dimensions of service quality were good, and almost all patients (81%) stated that they had believed and almost all respondents (84%) stated that they were satisfied with the service at the Outpatient Installation of the Tambelangan Health Center. Furthermore, service quality has a significant effect on patient satisfaction (p-value = 0.022) and trust has a significant effect on patient satisfaction (p-value = 0.006). The conclusion of the study shows that service quality and trust can affect patient satisfaction.

scholarly journals Hubungan Mutu Pelayanan Keperawatan dengan Tingkat Kepuasan Pasien di Ruang Asoka RSUD Dr. R. Koesma Tuban

2019 ◽  
Vol 1 (1) ◽  
pp. 85-93
Author(s):  
Tiara Putri Ryandini ◽  
Lukman Hakim
Keyword(s):  
Patient Satisfaction ◽  
Rank Correlation ◽  
Sampling Technique ◽  
Simple Random Sampling ◽  
Cross Sectional ◽  
Correlation Test ◽  
Nursing Services ◽  
Level Of Satisfaction ◽  
Quality Of Nursing

The lack of patient satisfaction is due to the increasing demands of the patient's needs, but this is not accompanied by improvements in nurses' actions. If the customer feels dissatisfied with a service provided, then that service can be ascertained to be ineffective and inefficient. This is especially important for public services. Providing services to the community as done by RSUD Dr. R. Koesma Tuban, needs to get attention, especially in the quality of services to suit the needs and expectations of the community. This study focuses on the quality of nursing services and the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study aims to determine the relationship between the quality of nursing services with the level of patient satisfaction in the Asoka Hospital Dr. R. Koesma Tuban. This study uses analytic survey research with cross sectional approach, while the data analysis used is the Spearman Rank correlation test. The population used in this study were patients in the Asoka room of RSUD dr. R. Koesma Tuban who fit the inclusion criteria as many as 155, with a large sample of 112 respondents using a simple random sampling technique. The results showed that most patients were quite satisfied with the quite good nursing services. Spearmen Correlation Test Results (rs) obtained, the variable quality of nursing services (p <0.05) has a relationship to the level of patient satisfaction with moderate correlation (r = 0.476) and the direction of the positive correlation which means the better the quality of nursing services, the higher the level of satisfaction patient.Almost half of the nurses at Asoka Room  RSUD dr. R. Koesma Tuba have a good quality nursing service. Almost half of the patient at Asoka Room RSUD dr. R. Koesma Tuban feel satisfy with nurse’s service; there is a correlation between the quality of nurse service and the level of patient satisfaction  at Asoka Room RSUD dr. R. Koesma Tuban.

scholarly journals The Relationship between Reliability, Responsiveness, and Empathy Aspects with Patient Satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital

2021 ◽  
Vol 6 (3) ◽  
pp. 99-105
Author(s):  
Daphne . ◽  
Ida Yustina ◽  
Deli Theo
Keyword(s):  
Patient Satisfaction ◽  
Quantitative Research ◽  
Sampling Technique ◽  
Standard Of Living ◽  
Cross Sectional ◽  
Quality Health ◽  
Cross Sectional Design ◽  
Improve Service Quality ◽  
The Relationship

As people's standard of living increases, the demand for quality health also increases. Patient satisfaction is correlated with the quality of service in the hospital. By understanding the level of patient satisfaction, hospital management can learn and improve service quality. The study aims to determine the relationship between reliability, responsiveness, and empathy aspects with patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital. This research was an explanatory quantitative research with cross sectional design. The sample of this study amounted to 60 people and taken by accidental sampling technique. The data obtained through interviews using a questionnaire. The results showed that the level of patient satisfaction in Pharmacy Installations at Mitra Medika Amplas Hospital on reliability aspect was 63.3%, responsiveness aspect was 56.7% and empathy aspect was 81.7%. Based on the result of the research, the suggestion given to the service provider in this case Mitra Medika Amplas Hospital is to improve the performance of health service especially in Pharmacy Installation service by way of monitoring and evaluating periodically with the implementation of the service, evaluating and developing human resources, and infrastructure. Keywords: Reliability, Responsiveness, Empathy, Patient Satisfaction.

scholarly journals Analisis Tingkat Kepuasan Pasien BPJS Pada Pelayanan Kefarmasian Di Apotek Klinik SATKES PUSDOKKES MABES POLRI

2020 ◽  
Vol 1 (02) ◽  
pp. 29
Author(s):  
Okpri Meila
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Sampling Technique ◽  
Pharmaceutical Services ◽  
Service Satisfaction ◽  
Satisfaction Level ◽  
Cross Sectional ◽  
Five Dimensions ◽  
Level Of Satisfaction ◽  
Quota Sampling

Service satisfaction is achieved if what the patient gets exceeds what is expected. This study to determine the level of BPJS patient satisfaction and dimensions affect the level of satisfaction with pharmaceutical services provided in Drugstore Clinic Satkes Pusdokkes Headquarter Police. This reasearch was conducted the data of patients who were treated and carried out in cross sectional, by distribution questioner and analyzed descriptive. Reasearch subjects were teken by quota sampling technique. The level of satisfaction of this study was measured based on five dimensions of service quality and analyzed using percentase and likert scalet. The results of the showed that patients who were treated at the Drugstore Clinic Satkes Pusdokkes Headquarter Police were satisfied with the services provided by the services provided Keyword : Satisfaction level, pharmaceutical services, BPJS

scholarly journals MUTU PELAYANAN DAN KEPUASAN PASIEN DI INSTALASI RAWAT INAP RUANG DAHLIA RSUD KOTA MADIUN

2018 ◽  
Vol 3 (1) ◽  
pp. 21
Author(s):  
Suhadi Prayitno
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Cross Sectional Study ◽  
Bivariate Analysis ◽  
Chi Square ◽  
Cross Sectional ◽  
Quality Of Health Services ◽  
Improve Patient

Service efforts undertaken by the Hospital was to improve the quality of health services quality and affordable by the community in order to improve public health status.Quality of service should be done by Hospital to improve patient satisfaction as a service user. The objective was to analyze association between service quality and patient satisfaction at Dahlia room,Regional Public Hospital Madiun .An observational analysis was conducted with cross-sectional study design. Samples were 78 using purposive sampling techniques. Data were analyzed by chi-square. This study showed that 56,4% respondents said that the quality of service was good. There were 52,6% respondents not satisfied with quality of service. Bivariate analysis showed association between service quality and patient satisfaction (p=0,014). There were an association between service quality and patient satisfaction. Madiun City General Hospital should improve the quality of service so that all patients are satisfied with the services provided.

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.

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