Analisis Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan Rumah Sakit Berdasarkan Metode Service Quality (Servqual)

Irawan, Beny; Kurnia, Raden Aldri; Sitanggang, Erwin Daniel; Achmady, Sayed

doi:10.35451/jkf.v3i1.522

Cited by 13 publications

(17 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Tangibly, the patients will use their sense of sight to assess service quality, such as doctors' appearance, the things that give pleasure when seen. 17,18…”

Section: Patients' Satisfactionmentioning

confidence: 99%

Therapeutic Communications of Doctors and Hypertensive Patients’ Satisfaction

Prasasta

Dewanti²,

Husada³

et al. 2022

JUXTA

View full text Add to dashboard Cite

Highlights:1. Doctors who perform therapeutic communication make patients more satisfied with their services.2. Good therapeutic communication is the most effective way to establish relationships with patients with long-term treatment such as hypertension. AbstractIntroduction: Hypertension or high blood pressure is an increase in systolic blood pressure of more than 140 mmHg and diastolic blood pressure of more than 90 mmHg at two measurements at intervals of five minutes under adequate rest/calm conditions. Therapeutic communication is the most effective and important thing in establishing relationships between doctors and patients. Good communication based on trust will produce satisfaction from the patients, thus they can seek treatment again. This study aimed to analyze the relationship between therapeutic communication and hypertensive patients’ satisfaction measured among those who visited the Primary Health Center (PHC) of Surabaya to control their blood pressure.Methods: This was a cross-sectional quantitative study with all hypertensive patients who visited the PHC in November 2018-January 2019 as the subjects. Characteristics of the subjects, as well as the doctors and the therapeutic communication practices, were rated by the patients. Patients’ satisfaction was collected using validated questionnaires.Results: According to a relationship analysis between doctors’ therapeutic communication and patients’ satisfaction, it is found that there was a significant relationship. This was based on a significance value of 0.00 and smaller than 0.05. The better the communication applied by the doctor, the more satisfied the patient was. This study showed that service satisfaction was influenced by therapeutic communication where doctors at the PHC try to fulfill every indicator.Conclusion: There was a relationship between the therapeutic communication of doctors and the satisfaction of hypertensive patients at the PHC.

show abstract

“…Tangibly, the patients will use their sense of sight to assess service quality, such as doctors' appearance, the things that give pleasure when seen. 17,18…”

Section: Patients' Satisfactionmentioning

confidence: 99%

Therapeutic Communications of Doctors and Hypertensive Patients’ Satisfaction

Prasasta

Dewanti²,

Husada³

et al. 2022

JUXTA

View full text Add to dashboard Cite

show abstract

“…Kualitas pelayanan ialah kondisi yang berjalan dan berhubungan dengan produk layanan jasa, sumber daya manusia, proses pelayanan, media yang memenuhi harapan pelanggan [4] Untuk mempertahankan kepercayaan untuk menggunakan pelayanan sebagai tujuan utama terciptanya kepuasan konsumen.Tingkat perasaan seseorang ketika menerima jasa yang ditawarkan serta membandingkan kinerja atas jasa yang diterima tersebut dengan harapan pasien.. Pasien atau konsumen akan menggunakan harapannya sebagai standar atau acuan. [5] Kepuasan pasien adalah prioritas peningkatan kepuasan pasien mengutamakan kemampuan rumah sakit untuk memberikan kenyamanan pada pelanggan agar memberikan efek psikologis berupa perasaan senang dalam memanfaatkan instalasi kesehatan. Indikator yang memiliki konstribusi terbesar dalam menceriminkan kepuasan pasien.…”

Section: Pendahuluanunclassified

Analisa Kualitas Layanan Pendaftaran Pasien Secara Online Pada RS Mekar Sari Bekasi Menggunakan Metode Servqual

Vernanda

Zuraidah

2022

resolusi

View full text Add to dashboard Cite

Good service quality is the main priority expected by patients or customers for the services to be received, and these virtues are used to meet the expectations of patients or customers. The problems that occur at the Mekar Sari Hospital Bekasi in online are not optimal due to the application of the Hidoku application used. The purpose of this study was to measure the quality of service that affects the level of patient or customer satisfaction with the servqual method. Measurement of patient satisfaction was done by looking for samples with the solving and obtaining 100 respondents. Measuring the level of patient satisfaction on the 5 dimensions of service quality service, namely reliability, responsiveness, assurance, tangible, and empathy and the results obtained are gaps or gaps in patient perceptions and expectations of -0160. From these gaps, they are grouped based on the IPA (Importance Performance Analysis) with the results that most must be maintained, namely the empathy -0.133, service attributes of Mekar Sari Hospital Bekasi which must be maintained by employees in understanding patient needs, assurance -0.155 including service attributes regarding data in online, reliability -0.157 attributes where the Hidoku application can be relied on by patients, responsiveness -0.175 attributes of online patient registration services that are responsive in answering patient questions and complaints, to dimensions that must be improved, namely the tangible (direct evidence). -0.180 service attributes in improving the quality of both offline and online for patients.

show abstract

“…There are five main service quality indicators: Tangible, Reliable, Responsiveness, Assurance, and Empathy [8]. The Servqual method is a method used to measure the service quality of the attributes of each dimension so that the gap value will be obtained which is the difference between consumer perceptions of the services that have been received and expectations of those that will be accepted [9]. This method is the most widely used method for service satisfaction.…”

Section: Introductionmentioning

confidence: 99%

“…This method is the most widely used method for service satisfaction. Several previous studies such as that conducted by B. Irawan, who analyzed hospital services based on the service quality (servqual) method [9], A. C. Kusuma and S. Suflani, who analyzed the quality of public services using the servqual method (service quality) (case study in serang city office) [10], R. Rohmantara and J. Robecca who analyzed the level of student satisfaction with facilities for academic activities using the service quality method at the Indonesian computer university [11], and R. N. Shofa, A. N. Rachman, C. Muhamad, and S. Ramdani. They analyzed the measurement of student satisfaction levels with the means and infrastructure with service quality methods in the informatics laboratory of basic theory and programming of siliwangi university [12].…”

Section: Introductionmentioning

confidence: 99%

Student Satisfaction Analysis of Academic Service Quality at STMIK Rosma Using Service Quality Framework

Setiyani¹,

Darmansyah²,

Suhada³

et al. 2023

Advances in Economics, Business and Management Research

View full text Add to dashboard Cite

STMIK Rosma must continually improve the quality of the best service so that students who are academic community members are not disappointed with the existing services, especially in the academic field. This study aims to measure student satisfaction and improve service if the service provided is not good, and further improve service if Satisfaction is good. This study measures student satisfaction with the existing academic services at STMIK Rosma. This study uses the method of service quality (tangible, empathy, reliability responsiveness, and assurance) that affect the dependent variable, namely student satisfaction. The population in this study were students from all study programs at STMIK Rosma. The sampling technique used in this study was a purposive sampling approach. The students were STMIK Rosma. This study indicates that the second hypothesis, namely Empathy (EP), positively affects Student Satisfaction. The 5th hypothesis, namely Assurance (AS), positively affects Student Satisfaction in the academic section of STMIK Rosma. It is declared significant because it has an at-statistic value > 1.96 with a p-value < 0.05.

show abstract

Analisis Tingkat Kepuasan Pasien Terhadap Mutu Pelayanan Rumah Sakit Berdasarkan Metode Service Quality (Servqual)

Cited by 13 publications

References 0 publications

Therapeutic Communications of Doctors and Hypertensive Patients’ Satisfaction

Therapeutic Communications of Doctors and Hypertensive Patients’ Satisfaction

Analisa Kualitas Layanan Pendaftaran Pasien Secara Online Pada RS Mekar Sari Bekasi Menggunakan Metode Servqual

Student Satisfaction Analysis of Academic Service Quality at STMIK Rosma Using Service Quality Framework

Contact Info

Product

Resources

About