Identification of Service Quality Factors and Patient Satisfaction Level toward Specialist Doctor Treatment

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

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ANALISIS TINGKAT KEPUASAN PASIEN TERHADAP MUTU PELAYANAN RUMAH SAKIT BERDASARKAN METODE SERVICE QUALITY (SERVQUAL)

JURNAL KEPERAWATAN DAN FISIOTERAPI (JKF) ◽

10.35451/jkf.v3i1.522 ◽

2020 ◽

Vol 3 (1) ◽

pp. 58-64

Author(s):

Beny Irawan ◽

Raden Aldri Kurnia ◽

Erwin Daniel Sitanggang ◽

Sayed Achmady

Keyword(s):

Patient Satisfaction ◽

Data Collection ◽

Service Quality ◽

Random Sampling ◽

Satisfaction Level ◽

Probability Sampling ◽

Physical Evidence ◽

Level Of Satisfaction ◽

Improve Service Quality

Measuring the level of patient satisfaction at the hospital is done to measure the performance of the services provided. In measuring the level of satisfaction in the March 2020 period at the GrandMed hospital, it involved 98 inpatients as a sample of a population of 129 patients. The data collection techniques used were non-probability sampling with purposive random sampling and purposive random sampling. By using the servqual method, as a whole, it is by the expectation with a satisfaction level gap score of 0.10 with a patient satisfaction level of 53.06%. In the dimension of the gap score is 0.22 for the Assurance variable, 0.16 for the Physical Evidence variable, 0.12 for the Empathy variable, 0.08 for the Reliability variable, and -0.08 for the Responsiveness variable. To improve service quality, it is necessary to improve the performance of the attributes of the statement, especially those in the reliability dimension.

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Assessing Intrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals

International Journal of Scientific Research in Science and Technology ◽

10.32628/ijsrst207564 ◽

2021 ◽

pp. 28-41

Author(s):

Jonathan Banahene ◽

Baozhen Dai ◽

Maxwell Opuni Antwi ◽

Jonathan Kissi

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Strong Relationship ◽

Healthcare Facility ◽

Quality Factors ◽

Validity And Reliability ◽

Private Hospitals ◽

South Central ◽

Intrinsic Mechanism ◽

Patient Retention

The achievement of patient retention by a healthcare facility can be established by the provision of quality service delivery. The main objective of this paper is to assess the intrinsic mechanism of service quality factors and it effect on patient retention in Ghanaian private hospitals. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals in the Ashanti region of Ghana. Due to population density of private hospitals, most of the respondents hailed from the Greater Accra, Ashanti, Western-South, Central and Eastern Regions from Ghana. The questionnaires used for the study were made up of 37 items that include 33 items on intrinsic mechanism of service quality; two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. SPSS statistical software and WarpPLS software were use to analysis the data. It was revealed that there is a strong relationship between the factors of service quality (Empathy, Safety, Improvement of care and Efficient) and patient retention. The mediators (trust and patient satisfaction) shown positive significant between factors service quality and patient retention. This study recommends that if private hospitals management pays much attention to the above factors of service quality, they are going to retain most of their patients. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.

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Analysis of Factors Affecting Patient Loyalty in Bandung General Hospital in Medan

Journal La Medihealtico ◽

10.37899/journallamedihealtico.v1i5.148 ◽

2020 ◽

Vol 1 (5) ◽

pp. 6-15

Author(s):

Irma Susanti ◽

Mappeaty Nyorong ◽

Sudiro Sudiro

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

General Hospital ◽

Quality Factors ◽

Cross Sectional ◽

Factors Affecting ◽

Patient Loyalty ◽

The Relationship ◽

Pls Method ◽

Satisfaction Factors

Patient loyalty greatly affects the survival of a hospital, because loyal patients not only make repeated visits but can act as loyalty advocators. In the last five years, there has been a decrease in the number of inpatient visits at RSU (Regional General Hospital) Bandung Medan, an average of 8.79% so that research is needed to determine the factors that affect patient loyalty. The study was conducted by cross sectional, using a questionnaire that has been tested valid and reliable. The research variables were service quality, patient satisfaction, and patient loyalty. The number of samples was 100 patients who met the criteria. Data were analyzed using SEM-PLS method. The results: service quality has a significant effect on patient satisfaction, patient satisfaction has a significant effect on patient loyalty, and service quality has a significant effect on patient loyalty. Patient loyalty at RSU Bandung Medan is significantly influenced by service quality factors and patient satisfaction factors. Regarding the service quality variable, 20% of respondents did not agree that nurses recorded accurately. In the patient satisfaction variable, 20% of respondents were dissatisfied with the cleanliness of the room, 20% of respondents were not satisfied with the food served, and 15% of respondents were dissatisfied with the results of the treatment. In the patient loyalty variable, 15% of respondents disagreed with giving positive responses to the relationship about the performance of the Bandung Hospital, and 15% of respondents would move to another hospital if they got a discount.

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PENGARUH INTERPERSONAL BASED MEDICAL SERVICE ENCOUNTERS TERHADAP SERVICE QUALITY , PATIENT SATISFACTION AND PATIENT TRUST

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v7i1.518 ◽

2016 ◽

Vol 7 (1) ◽

pp. 01

Author(s):

Aprillia Rio Fathia

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Structural Equation ◽

Medical Service ◽

Service Industries ◽

Service Encounters ◽

Analysis Tool ◽

Quality Factors ◽

Patient Trust ◽

Care Clinic

This study aimed to examine the effect of Interpersonal Based Medical Service Encounters on Service Quality, Patient Satisfaction and Patient Trust. This study used a non-probability sampling with purposive sampling technique in which 200 respondents experienced patients in the ARF beauty care clinic and dental clinic serve as a sample. Analysis tool used is the method of data analysis used in this study is a structural equation model (SEM) with the AMOS program uses. From the results of this research is that the factors that can drive the satisfaction of clinic attendees are factors of service quality and service medical encounters need to consider these three to be able to drive satisfaction patient. Service quality factors, gave the need for greater attention to the factors courtesy of the staff to the patients in which this can be done by providing training and guidance is also well to the staff, especially how to be nice and polite to the patient clinic. For future studies it is advisable to increase the number of samples, variables used, and applied in other service industries. Keywords: Interpersonal Encounters.Service Based Medical Service Quality, Patient Satisfaction, Patient Trust.

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Academic Satisfaction among Students A Case Study of Business Schools in Gr. Noida

Adhyayan A Journal of Management Sciences ◽

10.21567/adhyayan.v5i1.8811 ◽

2016 ◽

Vol 5 (1) ◽

Author(s):

Priyanka Malik ◽

Akash ◽

Vyom Raisurana

Keyword(s):

Higher Education ◽

Service Quality ◽

Student Satisfaction ◽

Teaching Methodology ◽

Satisfaction Level ◽

Quality Factors ◽

Academic Satisfaction ◽

The Relationship

The purpose of this study is to examine satisfaction of students from academics while pursuing higher education in the field of business in India, focusing on a variety of service quality factors such as, teaching methodology, delivery and assessment, quality of study material, understandability etc. Study relies on finding the relationship between service quality variables and student satisfaction at an academic institution. The motive behind conducting this research is to analyze, how academics play a crucial role in affecting satisfaction level of students, catering students in Noida region.

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Analysis of Factors Affecting Patient Satisfaction JKN Non PBI at Primary Health Care in East Jakarta District 2016

Journal of Indonesian Health Policy and Administration ◽

10.7454/ihpa.v2i1.1849 ◽

2017 ◽

Vol 2 (1) ◽

Author(s):

Cahya Arbitera ◽

Amal Chalik Sjaaf ◽

Wahyu Sulistiadi

Keyword(s):

Health Care ◽

Patient Satisfaction ◽

Primary Health Care ◽

Service Quality ◽

Cross Sectional Study ◽

Community Empowerment ◽

P Value ◽

Satisfaction Level ◽

Cross Sectional ◽

Primary Health

Health development in the period 2015-2019 is Indonesia Sehat program with the goal to improve the health and nutritional status of the community through health and community empowerment efforts which are supported with financial protection and health care equity. Social Health Security Agency (BPJS) as JKN organizers estimate in 2015 is a deficit of more than 6 trillion rupiahs. In 2016, the deficit is estimated to be 11 trillion rupiahs. This study used a cross-sectional study design. The population in this study were outpatients at the sub-district Kramat Jati and Pasar Rebo primary health care with the total number of 800 people and studied sample of 100 people. Patient satisfaction in this study has mean score of 43,06. Education variable; job and services are not significantly affects patient satisfaction JKN Non PBI at East Jakarta district primary heallth care. In conclusion, dimension of punctuality; convenience in obtaining services and ease in obtaining services most influence on patient satisfaction JKN Non PBI in East Jakarta district primary health care with the p value = 0,000 < 0,05. In addition, politeness and friendliness within the service still have big influence on patient satisfaction bicause it is important factors on patient satisfaction. Therefore, the author gives some recommendations to appropriate and thorough improvement added with upgrading to the punctuality of service, conducting a survey of patient satisfaction by BPJS and primary health care, disseminating the research results regarding the effect of service quality on patient satisfaction level, further and in-depth research needs to be done related to the effect on service quality dimension to JKN patient satisfaction level in all primary health care included in East Jakarta district, especially at primary health care which has never been conducted with survey and research on JKN patient satisfaction level.

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Examine the Extrinsic Mechanism of Service Quality Factors and it Effect on Patient Retention in Ghanaian Private Hospitals, Using Trust and Patient Satisfaction as Mediator

International Journal of Scientific Research in Science and Technology ◽

10.32628/ijsrst207563 ◽

2021 ◽

pp. 255-270

Author(s):

Jonathan Banahene ◽

Baozhen Dai ◽

Jonathan Kissi ◽

Maxwell Opuni Antwi

Keyword(s):

Patient Satisfaction ◽

Service Quality ◽

Private Hospital ◽

Collaborative Network ◽

Quality Factors ◽

Private Hospitals ◽

Corporate Social ◽

The Impact ◽

Patient Retention

For any private hospital to retain most of their patients they should be able to provide their patients with quality service quality that will convince their patients that the hospital is not just about only the shareholders benefit only. The main aim of this research paper is to examine the impact of extrinsic mechanism of service quality by choosing one of the constructs of the original HEALTHQUAL model (tangible) and add two additional constructs that are corporate social responsibility and collaborative network will have on patient retention in private hospitals in Ghana. The study will also assess the mediating role of trust and patient satisfaction between the extrinsic mechanism of service quality factors and patient retention. The sample size of the study was 880 patients. Data collection was done among inpatient and outpatients of four selected private hospitals Kumasi in the Ashanti region of Ghana. The questionnaires used for the study were made up of 26 items that include 13 items on extrinsic mechanism, three items were service quality, two items on trust and 4 items of patient satisfaction were use as mediators of service quality factors and patient retention, lastly, 4 items on Patient retention. The validity and reliability of the data was confirmed. WarpPLS software was use to analysis the data. The study revealed that there is a positive relation between the three of the extrinsic mechanism and service quality. The study also shows that there is significant association between service quality and patient retention. The mediation role of Trust and patient satisfaction also showed positive and statistically significant between the factors of service quality and patient retention. This study recommends that if private hospitals involve themselves in corporate social responsibilities and collaborative network activities they will win more patients to their hospital and even retain them. This study also suggest that in order to retain most of your patients at your private hospital, the hospital should be equipped with modernizes medical equipment and also the environment of the hospital should be very attractive. This paper further stress that trust and patient satisfaction should be the benchmark of every private hospitals to retain their patients.

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The Improved Customer Satisfaction Prediction System on Airlines Service by Using Cloud Computing Based Intelligent Strategy System

Applied Mechanics and Materials ◽

10.4028/www.scientific.net/amm.764-765.965 ◽

2015 ◽

Vol 764-765 ◽

pp. 965-969

Author(s):

Chung Lin Huang ◽

Chung Chi Huang

Keyword(s):

Neural Network ◽

Cloud Computing ◽

Customer Satisfaction ◽

Service Quality ◽

Back Propagation ◽

Evaluation Methodology ◽

Service Satisfaction ◽

Prediction System ◽

Satisfaction Level ◽

Quality Factors

The main purpose of this research is applying an intelligent strategy to improve the customer satisfaction prediction system of airlines service. Historically, the measurement of customer satisfaction collects by questionnaire. We collect and computing the customer satisfaction of each flight by the cloud computing based prediction system. It compares the customer questionnaire, then continuous modifying the accuracy of prediction system by neural network methodology. It is more efficiency and precisely to improve the customer satisfaction for the long-term perspective. We are proposing a parameter of evaluation module that selected 12 influence factors from MEPH and 12 satisfaction evaluation factors of airlines service (by customer perception of service quality). In this study, we are using back-propagation neural network method to build the module. The module could be used by calculating the airlines service satisfaction from the quality factors such as material, machine, product, and staff. However, we could get the prediction of service satisfaction through the way of data fusion by the 12 satisfaction indicators. The results could be used to make the service quality strategy, in order to lead a higher customer satisfaction. The findings help airlines managers to predict their customer satisfaction more efficiently, making changes to service quality strategy easily to meet the customers’ satisfaction level. Even if the managers pre-set a customers’ satisfaction level, a real-time cloud computing could help managers deploy the resources to achieve the goal. After all, in order to prove the feasibility of the parameters and the intelligent evaluation methodology, this study will collect data and test the evaluation of quality from an experimentation of airlines service system in Kaohsiung city in Taiwan.

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TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

Jurnal Ilmiah Binaniaga ◽

10.33062/jib.v2i01.199 ◽

2018 ◽

Vol 2 (01) ◽

pp. 14

Author(s):

Eddy Supardi

Keyword(s):

Performance Analysis ◽

Service Quality ◽

Descriptive Analysis ◽

Good Work ◽

Satisfaction Level ◽

Quality Service ◽

Analysis Method ◽

And Performance ◽

Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis. The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

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