THE EFFECT OF HOSPITAL SERVICE QUALITY ON INPATIENT SATISFACTION IN PIRU HOSPITAL

Authors

  • Ernawaty . Department of Health Policy and Administration, Faculty of Public Health, Universitas Airlangga.
  • S. Supriyanto Department of Health Policy and Administration, Faculty of Public Health, Universitas Airlangga.
  • Krisbianto . Piru Hospital, West Seram, Moluccas, Indonesia.
  • Visianti . Community Health Centers of West Kairatu, West Seram, Moluccas, Indonesia.

Keywords:

Hospital, Inpatient, Patient satisfaction, Service quality

Abstract

Background: Patient satisfaction is one of the indicators of hospital service quality. The mean value of patient satisfaction in the inpatient installation of Piru Hospital in October 2018 - December 2018 was relatively low with a value of 2.655. This study aims to analyse the effect of the hospital service quality on the patient satisfaction. 

Methods: The design of this study was cross sectional. The study was conducted at Piru Hospital between December 2018-June 2019. The population was the patients who had received inpatient services. There were 104 respondents selected via the consecutive sampling technique. Data collection was carried out using a questionnaire whose validity and reliability had been tested. The statistical test used was the multiple linear regression test. 

Results: The results showed that the dimensions of hospital service quality that were influential were time to wait for the services during hospitalization, patient's impression of service, doctor's attitude, ambience or condition of patients’ room, nurse's expertise and doctor's behaviour. 

Conclusion: Hospital service quality has a positive and significant effect on patient satisfaction in the inpatient installation at Piru Hospital.

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Published

2020-08-18

Issue

Vol 23 Suppl 1 (2020)

Section

Research article

License

All authors agree that the article, if editorially accepted for publication, shall be licensed under the Creative Commons Attribution License 4.0 to allow others to freely access, copy and use research provided the author is correctly attributed, unless otherwise stated. All articles are available online without charge or other barriers to access. However, anyone wishing to reproduce large quantities of an article (250+) should inform the publisher. Any opinion expressed in the articles are those of the authors and do not reflect that of the University of Malaya, 50603 Kuala Lumpur, Malaysia. 

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