Research Paper
Year: 2023 | Month: July | Volume: 10 | Issue: 7 | Pages: 572-584
DOI: https://doi.org/10.52403/ijrr.20230768
Analysis of the Perception of Service Quality to Patient Satisfaction in the Royal Prima Hospital Inpatient Room in 2019
Zeky Septiawan1, Ermi Girsang2, Sri Lestari Ramadhani Nasution3, Rapael Ginting4, Crismis Novalinda Ginting5
1Postgraduate Students, Department Magister of Public Health, Faculty of Medicines at University Prima Indonesia
2,3,4,5Postgraduate Lecturer, Department Magister of Public Health, Faculty of Medicines at University Prima Indonesia
Corresponding Author: Ermi Girsang
ABSTRACT
To win the competition, hospitals must be able to provide satisfaction to customers. Service quality is closely related to customer satisfaction, therefore the better the service quality, the more satisfied customers are and vice versa. The purpose of this study was to analyze the effect of perceived service quality on patient satisfaction in the inpatient ward of the Royal Prima Hospital, Medan in 2019. This type of research is quantitative research with a cross sectional approach. The population in this study were all 46 patients treated in class I and 98 for class III, so the total was 146 people and the sample using the Slovin formula was obtained as many as 59 respondents. Data were analyzed by univariate, bivariate and multivariate analysis. The results obtained: 1) Perception of tangible influence on patient satisfaction, 2) Perception of reliability effect on patient satisfaction, 3) Perception of responsiveness effect on patient satisfaction and the most dominant influence on patient satisfaction, 4) Perception of assurance affects patient satisfaction, 5) Perception of empathy affects patient satisfaction. From the results of this study, it is expected that hospitals can provide training to health workers to improve the quality of hospital services.
Keywords: Patient Satisfaction, Quality of Service, Tangible, Reliability, Responsiveness, Assurance, Empathy
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