Kepuasan  Pasien : Pengaruh  Kualitas Layanan Terhadap Kepuasan Pasien Rawat Inap

Mahmud, Andi Nadirah

doi:10.35906/vom.v10i2.107

Cited by 13 publications

(20 citation statements)

References 4 publications

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“…This study has proven that tangibility (hypothesis 2), empathy (hypothesis 3), and assurance (hypothesis 4) have a significant positive effect on patient satisfaction. Other previous studies also support that tangibility, empathy, and assurance have a significant effect on patient satisfaction ( Bajamal, Supriyantoro, 2020;Haryeni, 2019;Mahmud, 2020;maryana, 2022). Meanwhile, service quality in terms of responsiveness (hypothesis 1) and reliability (hypothesis 5) did not have much impact on efforts to influence patient satisfaction in the emergency room of XYZ Hospital.…”

Section: Discussionmentioning

confidence: 54%

“…The findings of this study are consistent with those of previous research conducted by (Abdulaziz Ar. Bajamal, Supriyantoro Supriyantoro, 2020;Haryeni, 2019;Mahmud, 2020;maryana, 2022) Hypothesis 3, the relationship between empathy-based service quality and patient satisfaction is positive. Quality of service from the perspective of empathy is unquestionably a crucial factor in determining patient satisfaction.…”

Section: Discussionmentioning

confidence: 99%

“…The results of this study are in line with the results of research conducted by (Abdulaziz Ar. Bajamal, Supriyantoro Supriyantoro, 2020;Haryeni, 2019;Mahmud, 2020;maryana, 2022) Hypothesis 4, t he assurance aspect of service quality has a positive relationship with patient satisfaction. The average respondent answered strongly agree and agreed on the statement of the questionnaire, indicating that there is a gap between what is felt and what is expected by the patient on the assurance aspect.…”

Section: Discussionmentioning

confidence: 99%

“…Bajamal, Supriyantoro Supriyantoro, 2020) At the Harum Kalimalang Hospital in East Jakarta, tangible can improve patient satisfaction; conversely, reducing the tangible component will lower patient contentment. According to research by (Mahmud, 2020), When receiving treatment at At-Medika Palopo Hospital, real quality has a significant impact on the overall level of patient satisfaction. According to research conducted by Mahmud in 2022, outpatients at the Ibnu Sina Makassar Hospital are more satisfied when the hospital offers real facilities.…”

Section: Introduction †mentioning

confidence: 99%

“…According to (Mahmud, 2020), The level of empathy at At-Medika Palopo Hospital has a substantial impact on patient satisfaction. According to Mahmud's research conducted in 2022, the empathy variable has no significant effect on the outpatient satisfaction variable at Ibnu Sina Makassar Hospital.…”

Section: Introduction †mentioning

confidence: 99%

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The Antecedence and Consequences of Patient Satisfaction in Emergency Department of XYZ Hospital

Bhavnani

Berlianto²

2022

daengku j. hum. soc. sci. innov.

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Data on patient visits to the emergency room from all visits to public hospitals in Indonesia are always increasing from year to year. In line with this fact, the Community Satisfaction Index survey data conducted by the Ministry of Health of the Republic of Indonesia (2017) reported that hospital services have not met patient expectations or in other words the level of patient satisfaction is still low. This study aims to determine the influence of service quality factors consisting of responsiveness, tangible, empathy, assurance, and reliability in influencing customer satisfaction and to analyze customer satisfaction as a mediating variable on revisit intention in the Emergency Room (ER) at XYZ Hospital. This study used quantitative research and data collection was carried out using a questionnaire. The target population of this study were all patients undergoing treatment in the emergency room at XYZ Hospital. Based on data for August 2022 there were 2,564 outpatients. The number of samples was determined as many as 200 samples. The sampling technique used was purposive sampling. Partial Least Square-Structural Equation Modeling (SEM-PLS) was applied in this study. The results showed that revisit intention was positively influenced by patient satisfaction in the emergency room at XYZ Hospital, and service quality had a positive effect on patient satisfaction. The practical implications of this research show that to maintain revisit intention in the XYZ Hospital Emergency Room, one must always listen to the voice of consumers, and have the ability to respond to every wish, expectation and demand of service users of health care facilities.

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Section: Discussionmentioning

confidence: 54%

Section: Discussionmentioning

confidence: 99%

Section: Discussionmentioning

confidence: 99%

Section: Introduction †mentioning

confidence: 99%

Section: Introduction †mentioning

confidence: 99%

See 3 more Smart Citations

The Antecedence and Consequences of Patient Satisfaction in Emergency Department of XYZ Hospital

Bhavnani

Berlianto²

2022

daengku j. hum. soc. sci. innov.

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The Analysis of Factors of Pregnant Mother Satisfaction With 10T Antenatal Services in Garut West Java

Dinengsih,

Kundaryanti,

Nurdiani

2024

midwiferia

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Satisfaction with antenatal care worldwide is influenced by many factors, including access, health resources, government policies, and other factors. In some areas, especially in developing countries, access to health services is often limited, and coverage of antenatal visits is often poor. Inconsistency in providing comprehensive services, lack of medical resources, and less intensive monitoring are examples. This cross-sectional study was conducted with the aim of evaluating the level of maternal satisfaction with 10T antenatal care. Random sampling was the sampling technique. The research tool consisted of a questionnaire on the satisfaction of pregnant women, which consisted of a component of questions on the implementation of classes related to pregnant women. with a Cronbach's alpha coefficient of 0.540, This questionnaire has been tested for validity and reliability. To analyse the level of satisfaction of pregnant women towards 10T pregnancy services at UPT Puskesmas Sukakarya Garut in 2023, this study was conducted with descriptive statistics and Chie Square test. The results showed that there was a significant relationship between satisfaction and pregnancy services 10 T (0.000 <0.05), the truth (0.000 <0.05). Patient satisfaction is strongly influenced by 10T antenatal services. Suggestion: it is expected to increase the reliability of midwives in implementing ANC services to meet the needs of pregnant women so that the quality of antenatal service coverage is well achieved.

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Pengaruh Healthcare Service Quality terhadap Kepercayaan (Trust) Melalui Kepuasan Pasien pada Puskesmas di Kabupaten Jember

Purwiningsih,

Ika Barokah Suryaningsih,

Viera Wardhani

2023

J Keskom

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Penurunan Indeks kepuasan Masyarakat (IKM) dari tahun 2018 sampai dengan 2021 sebesar 89% menjadi 79% menunjukkan ketidakpuasan pelayanan di Puskesmas, sehingga perlu pengelolaan peningkatan kualitas pelayanan melalui sikap perilaku, keahlian petugas dan kualitas proses dalam memberikan pelayanan. Tujuan penelitian ini adalah membuktikan pengaruh kualitas pelayanan kesehatan terhadap kepercayaan melalui kepuasan pasien pada Puskesmas di Kabupaten Jember. Penelitian dilakukan melalui survey dengan menggunakan kuesioner pada 204 pasien dari 6 Puskesmas terpilih dengan teknik consecutive sampling. Teknik analisis data menggunakan Structural Equation Model (SEM) dengan Partial Least Square (PLS). Hasil menunjukkan bahwa kepuasan dipengaruhi oleh sikap dan perilaku serta kualitas proses, namun tidak dengan keahlian. Sikap dan perilaku serta kepuasan berpengaruh secara langsung terhadap kepercayaan, sedangkan kualitas proses mempunyai pengaruh tidak langsung melalui kepuasan. Kepercayaan tidak dipengaruhi oleh keahlian. Sikap dan perilaku petugas kesehatan sangat mempengaruhi kepuasan dan kepercayaan, sehingga petugas di Puskesmas harus memiliki sikap dan perilaku yang baik dalam melayani pasien.

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Kepuasan Pasien : Pengaruh Kualitas Layanan Terhadap Kepuasan Pasien Rawat Inap

Cited by 13 publications

References 4 publications

The Antecedence and Consequences of Patient Satisfaction in Emergency Department of XYZ Hospital

The Antecedence and Consequences of Patient Satisfaction in Emergency Department of XYZ Hospital

The Analysis of Factors of Pregnant Mother Satisfaction With 10T Antenatal Services in Garut West Java

Pengaruh Healthcare Service Quality terhadap Kepercayaan (Trust) Melalui Kepuasan Pasien pada Puskesmas di Kabupaten Jember

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