Service quality and its effect on inpatient satisfaction at Purwodadi islamic hospital

Abstract

Service quality can be a driving force that is created and perceived by patients in order to establish a relationship that can provide long-term mutual benefits with the hospital. Service quality will affect patient satisfaction, thus encouraging patients to continue using hospital services when needed. The purpose of this study was to determine the effect of service quality on patient satisfaction. This research is a case study with a cross-sectional design. The population is inpatients at RSI Purwodadi. A sample of 100 patients was taken by purposive sampling. Data collection used a questionnaire. Data analysis technique used multiple linear regression. The results showed that service quality significantly affected patient satisfaction with an F of 14.641 and a p of 0.000 (p < 0.05). The tangible dimension of service quality has no effect on patient satisfaction (t = 0.809, p = 0.421). As for service quality, the dimensions of reliability (t = 2.028, p = 0.045), responsiveness (t = 3.135, p = 0.002), assurance (t = 2.613, p = 0.010), and empathy (t = 2.480, p = 0.015) have a positive effect and significant to patient satisfaction. The study concludes that service quality has a significant effect on patient satisfaction. The tangible dimension of service quality does not affect patient satisfaction. Service quality dimensions of reliability, responsiveness, assurance, and empathy positively and significantly affect patient satisfaction