The Relationship Between Service Quality and Patient Satisfaction at the Neurology Polyclinic of Mohammad Natsir Hospital

Abstract

Quality health services are the needs and desires of every patient. Patient satisfaction is related to the quality of service they receive. This study analyzed the relationship between service quality and patient satisfaction at the neurology polyclinic of the Mohammad Natsir Solok Regional General Hospital (RSUD). Service quality according to Zeithaml et al has five dimensions, namely: Reliability, Assurance, Tangibles (physical evidence), Empathy (empathy), and Responsiveness knew as SERVQUAL. The purpose of this study is to determine the relationship between each dimension of service quality and patient satisfaction and find out the dimensions that most affect patient satisfaction. This research is a quantitative study with a cross-sectional study approach with a total sample of 100 people. Data collection using questionnaires. Data analysis in the form of univariate analysis, bivariate analysis using chi-square, and multivariate analysis using multiple logistic regression. The univariate analysis found that general patient satisfaction with the quality of service was 86% satisfied with the service. Bivariate analysis showed a significant relationship between the dimensions of reliability (p = 0.001), assurance (p = 0.001), tangibles (p = 0.009), empathy (p = 0.001) and responsiveness (p = 0.001) with patient satisfaction. The multivariate analysis found that the dimension that most affected patient satisfaction at the neurology polyclinic of Mohammad Natsir Hospital was the responsiveness dimension (OR = 73,635).

Patient Satisfaction Levels in One of the Private Hospital in Padang City

“…Apart from that, the results of the research analysis also show that the waiting time for medicines is also due to the low compliance of DPJP in the use of e-prescriptions so that they still use manual prescriptions where in reality there are several prescriptions that are difficult for pharmacy staff to read which ultimately takes time to confirm back to the relevant DPJP. Susanty et al (2023) found that there is a relationship between the reliability dimension and patient satisfaction (p-value = 0.001). The reliability dimension is important because it relates to the accuracy of error-free services and patient satisfaction will decrease if the services provided do not match what was promised (Susanty et al, 2023;V, 2007).…”

“…Susanty et al (2023) found that there is a relationship between the reliability dimension and patient satisfaction (p-value = 0.001). The reliability dimension is important because it relates to the accuracy of error-free services and patient satisfaction will decrease if the services provided do not match what was promised (Susanty et al, 2023;V, 2007). Responsiveness is the ability of medical personnel to provide fast and accurate services to patients by responding to patient complaints and resolving complaints from patients and their families as well as conveying clear information regarding patient complaints (Setyawan et al, 2019).…”

Differences in the visual perception of the upper dental midline deviation between orthodontically completely treated and untreated patients

“…A suitable communication procedure between the patient and the doctor will favorably impact on both the patient's perception and the smooth running of the treatment. 19 The positive impact of the interaction between patients and dentists participating in RSGM UNPAD and orthodontists as consultant lecturers are also seen in the results of this study, where completely treated respondents are more sensitive to a midline deviation because they could assess a smile with the midline deviation starting at 2 mm as an unattractive smile on both the LCN and L photos, compared to untreated respondents group, where they could rate an unattractive smile starting at 3 mm deviation on the L photo and 4 mm on the LCN photos.…”

“…The results of previous studies regarding the perception of the midline deviation from the midline of the face, as perceived by the laypersons, still need to be revised. 12,15,[16][17][18][19][20] Research on the visual perception of the deviation in upper dental midline among orthodontic patients in Indonesia is still quite limited. However, the fact is that this information can be helpful for orthodontists when deciding how to treat complex cases of the midline deviation.…”

Hubungan Service Quality terhadap Kepuasan Pasien di Fasilitas Kesehatan: Literatur Riveuw

“…Teori yang biasa digunakan untuk mengukur kepuasan pasien adalah teori Servqual yang mempertimbangkan kualitas pelayanan berdasarkan 5 dimensi yaitu bukti fisik (tangible), keandalan, daya tanggap, jaminan dan empati. Berdasarkan hasil artikel yang dikumpulkan dan dianalisis peneliti, diperoleh hasil bahwa terdapat hubungan antara kualitas pelayanan termasuk bukti fisik (tangible) dengan keandalan, daya tanggap, jaminan dan empati terhadap kepuasan pasien di fasilitas medis (Susanty et al, 2023). Teori kualitas layanan adalah pendekatan yang paling banyak diterima untuk mengukur kepuasan pasien, dengan mempertimbangkan lima dimensi: bukti fisik, keandalan, daya tanggap (bentuk layanan yang nyata), keamanan, dan empati (Kayame, 2023).…”