scholarly journals The Effect of Service Quality and Medical Environment Towards Patients’ Satisfaction in the Medical Industry in China

2020 ◽  
Vol 12 (2) ◽  
pp. 72
Author(s):  
Mandy Mok Kim Man ◽  
Yace Chen
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health System ◽  
Medical Industry ◽  
Medical Services ◽  
Patients Satisfaction ◽  
Medical Environment ◽  
Medical Market

In recent years, the medical and health system face the stern competition of medical market and patients have more choices to choose the medical services that they want. Improving patients’ satisfaction has become the overall development of hospitals and it is one of the important contents to increase the competitiveness of the markets. This paper provides a further understanding about patient satisfaction by examining the determinants of patients’ satisfaction in the medical industry in China. Service quality and quality of medical environment were tested towards patients’ satisfaction. The results show that quality of service and medical environment have significant positive impacts on patient satisfaction.

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 ANALISIS KEPUASAN PASIEN RAWAT JALAN TERHADAP PELAYANAN DI INSTALASI FARMASI RUMAH SAKIT BHAYANGKARA MANADO

PHARMACON ◽  
2020 ◽  
Vol 9 (2) ◽  
pp. 233
Author(s):  
Venesya Kaunang ◽  
Gayatri Citraningtyas ◽  
Widya Astuty Lolo
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Patient Needs ◽  
Negative Index ◽  
Cross Sectional ◽  
Important Indicator ◽  
Descriptive Research ◽  
Patients Satisfaction

ABSTRACT Patient satisfaction is an important indicator for service quality and has implications for the delivery of services more efficiently in meeting patient needs. A good quality of service will provide patients satisfaction to and it will affect patients to hospital if needed. The purpose of this study was to determine the satisfaction of outpatients with services in the Pharmacy Installation at the Bhayangkara Hospital in Manado. The type and design of the study used is a type of descriptive research with a cross-sectional approach. Patient satisfaction was measured using the SERVQUAL (Service Quality) method. The result of this study, tangible   (-0.26), assurance (0-305), empathy (-0.37), responsiveness (-0.69), and the lowest is reliability (-0.86). It can be concluded that the overall satisfaction score is in the negative index, meaning that the patient is not satisfied with the services provided at the Pharmacy Installation. Keywords: Patient Satisfaction, SERVQUAL, Pharmacy Installation, Bhayangkara Hospital Manado.ABSTRAKKepuasan pasien merupakan indikator penting bagi kualitas pelayanan dan memiliki implikasi bagi penyelenggaraan pelayanan lebih efisien dalam memenuhi kebutuhan pasien. Kualitas pelayanan yang baik akan memberikan kepuasan kepada pasien serta kepuasan pasien akan memengaruhi pasien untuk kembali lagi ke Rumah Sakit tersebut bila membutuhkan. Tujuan dari penelitian ini untuk mengetahui kepuasan pasien rawat jalan terhadap pelayanan di Instalasi Farmasi Rumah Sakit Bhayangkara Manado. Jenis dan rancangan penelitian yang digunakan adalah jenis penelitian deskriptif dengan pendekatan secara cross-sectional. Kepuasan pasien diukur menggunakan metode SERVQUAL (Service Quality). Hasil penelitian ini. secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26) secara berturut-turut yaitu reliability  (-0.86), responsiveness (-0.69), emphaty (-0.37), assurance (0-305) dan yang terendah adalah tangible (-0.26). Kesimpulannya yaitu nilai kepuasan secara keseluruhan berada pada indeks negatif, artinya bahwa pasien belum merasa puas terhadap pelayanan yang diberikan di Instalasi Farmasi. Kata kunci : Kepuasan Pasien, SERVQUAL, Instalasi Farmasi, Rumah Sakit Bhayangkara Manado

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 The Influence of Hospital Image and Service Quality on Discharge Against Medical Advice through Patient Satisfaction

2021 ◽  
Author(s):  
Yusriadi Yusriadi
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
District Hospital ◽  
Medical Advice ◽  
Coefficient Of Determination ◽  
Against Medical Advice ◽  
Discharge Against Medical Advice ◽  
The Impact

The purpose of this study is to examine the impact of hospital image and quality of service on Discharge Against Medical Advice (DAMA) via patient satisfaction at Majene District Hospital. This research was performed in the hospital room of the Majene District Hospital from July to August 2020. The type of analysis used is quantitative research to explain the dependent variable's effect on the independent variable and the mediating variable. This study population was all 102 patients with DAMA at Majene Hospital, as the population was deemed limited and the whole population was sampled. The test results of the coefficient of determination of the path analysis of substructure 1 resulted in a modified R square value of 0.235. In this case, it is argued that patient satisfaction is affected by the hospital picture and quality of service by 23.5 percent. In comparison, the remaining 76.5 percent is influenced by other variables not analysed in this review. The outcome of the measurement of standardized beta coefficients, the effect of the hospital picture (X1) on patient satisfaction (Y1) is 0.228, and the service quality (X2) on patient satisfaction (Y1) is 0.325.

scholarly journals Metode Fuzzy Servqual Dalam Mengukur Kepuasan Pasien Terhadap Kualitas Layanan BPJS Kesehatan

2018 ◽  
Vol 5 (1) ◽  
pp. 90-101
Author(s):  
Entin Sutinah ◽  
Odilia Rosdiana Simamora
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
General Hospital ◽  
Five Dimensions ◽  
Physical Evidence ◽  
Level Of Satisfaction ◽  
Improve Service Quality

Abstrak Kurangnya kualitas pelayanan menjadi salah satu kendala terhadap tingkat kepuasan pasien. Pihak rumah sakit juga sering kali kesulitan dalam mengukur kualitas pelayanannya. Tujuan penelitian ini adalah untuk mengetahui tingkat kepuasan pasien yang menggunakan layanan BPJS Kesehatan di Rumah Sakit Umum Daerah Dr. H. Kumpulan Pane. Pengukuran kualitas pelayanan dilakukan dengan metode Fuzzy servqual. Kualitas pelayanan menggunakan lima dimensi yang terdapat dalam servqual yaitu tangibles (bukti fisik), reliability (keandalan), responsiveness (daya tanggap), assurance (jaminan), emphaty (empati). Hasil penelitian ini menunjukkan bahwa nilai gap dari kelima dimensi memiliki nilai negatif. Yang artinya kualitas pelayanan di dapatkan belum sesuai dengan yang diharapkan oleh pasien BPJS Kesehatan. Nilai gap tertinggi adalah dimensi emphaty (empati) dengan nilai gap sebesar 0.15 dan nilai gap terendah adalah dimensi tangibles (bukti fisik) dengan nilai gap 0.49. dengan demikian dapat diketahui bahwa dimensi tangibles (bukti fisik) ini yang menjadi perhatian untuk dapat meningkatkan kualitas pelayanan. Kata Kunci : Fuzzy, Kepuasan, Pelayanan, Servqual Abstract Lack of quality of service becomes one of the obstacles to the level of patient satisfaction. The hospital is also often difficult to measure the quality of service. The purpose of this study is to determine the level of satisfaction of patients who use BPJS Health services in the Regional General Hospital Dr. H. Collection Pane. Measurement of service quality is done by Fuzzy servqual method. Service quality uses the five dimensions contained in the servqual are tangibles (physical evidence), reliability, responseiveness, assurance, empathy. The results of this study indicate that the gap value of the five dimensions has a negative value. Which means the quality of service is not in accordance with the expected by the patient BPJS Health. The highest gap value is the empathy dimension with the gap value of 0.15 and the lowest gap is the dimension of tangibles (physical proof) with the gap value of 0.49. thus it can be seen that the dimensions of tangibles (physical evidence) is of concern to improve service quality. Keywords: Fuzzy, Satisfaction, Service, Servqual

scholarly journals Evaluation of Participant Patient Satisfaction Evaluation in Childbirth Care at Independent Midwifery Practices

2020 ◽  
Vol 7 (3) ◽  
pp. 186
Author(s):  
Dwie Ayu
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Health Insurance ◽  
Service Quality ◽  
Health Sector ◽  
Independent Practice ◽  
Service Reliability ◽  
Five Dimensions ◽  
Improvement Programs

<p><em>Patient satisfaction is a measure of the quality of care. One important problem that continues to be faced is the lack of good quality service and getting client satisfaction. The aim is to explore the satisfaction of maternity patients using BPJS guarantees for the services provided by midwives in the Midwife's Independent Practice. This research method uses qualitative short narrative or force. PubMed and Proquest searches were carried out systematically from 2008 to 2018. Quality articles were selected based on inclusion and Critical Assessment criteria. Based on the review found k Mothers' satisfaction with prenatal care can be said to be the experience that results from subjective judgments about what the mother expects and what actually happens related to labor. Factors that influence patient satisfaction in labor are environmental factors, technical and professional aspects of nursing, and aspects of care and communication. Quality of service is the dominant concept in quality assurance and quality improvement programs in the health sector. One method for determining quality is evaluating customer satisfaction. One tool for evaluating and analyzing service quality gaps is SERVQUAL to study the difference between customer expectations and perceptions in different dimensions including in five dimensions of service quality namely physical evidence, service reliability, responding, assurance and empathy. To get health services, you can use health insurance (BPJS). The benefits of health insurance are freeing participants from the difficulty of providing cash, health costs can be monitored, quality of service can be overcome and the availability of health data. </em></p>

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 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 Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Pada Rumah Sakit Umum Daerah Kota Cilegon

2020 ◽  
Vol 8 (1) ◽  
pp. 39-46
Author(s):  
Mahfudhoh Mahfudhoh ◽  
Ikhwanul Muslimin
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
General Hospital ◽  
Rapid Development ◽  
Survey Method ◽  
Public Facility ◽  
Public Health Services ◽  
The Government

The hospital is a public facility owned by the government and the private sector which has a very strategic role in efforts to improve public health services. The new health care paradigm requires hospitals to provide quality services according to the needs and desires of patients while still referring to the professional and medical code of ethics. In the rapid development of technology and increasingly fierce competition, the hospital is required to improve the quality of its services. Quality is the core survival of an institution. Therefore, hospitals are required to always maintain consumer confidence by increasing the quality of service so that customer satisfaction increases. This study aims to analyze the influence of service quality on patients satisfaction. The research method used in this study is a survey method with correlation techniques. Data collection techniques using observation, interviews, and questionnaires (questionnaire). The results showed that the analysis of variable X obtained an average of 3.55, meaning that the quality of service at the Regional General Hospital (RSUD) of Cilegon City was in the Good category of 72.67%. Analysis of variable Y obtained an average of 3.50, which means that patient satisfaction at the Regional General Hospital (RSUD) of Cilegon City is in the good category of 70.1%. Analysis of product moment coefficient obtained r = 0.511 means that it has a moderate correlation between variable X and variable Y. The relationship pattern of variables is shown by a simple linear regression equation that is Y = 14.614 + 0.563 X. It shows that the variance that occurs in the variable quality of service can affect performance by 26%, while the remaining 74% is influenced by other factors not examined.   Keywords : service quality, patient satisfaction, hospital

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