The Relationship Between Quality of Health Services with Patient Satisfaction in Private Hospital in West Java

Gunawan  Irianto; Asep Dian  Abdilah; Suhat  Suhat; Zhafirah  Kurnia; Novie Elvinawaty  Mauliku

doi:10.33755/jkk.v10i3.710

Authors

Gunawan Irianto Faculty of Health Science and Technology, Jenderal Achmad Yani University
Asep Dian Abdilah Faculty of Health Science and Technology, Jenderal Achmad Yani University
Suhat Suhat Faculty of Health Science and Technology, Jenderal Achmad Yani University
Zhafirah Kurnia Faculty of Health Science and Technology, Jenderal Achmad Yani University
Novie Elvinawaty Mauliku Universitas Jenderal Achmad Yani Cimahi

DOI:

https://doi.org/10.33755/jkk.v10i3.710

Keywords:

Hospitals, Patients, Quality of Services, Satisfaction

Abstract

Aims: Quality of health services refers to the level of perfection provided by a hospital, and poor service quality can lead to dissatisfied patients and decreased patient visits. This study was to analyze the relationship between service quality and satisfaction of inpatients at RH Purwakarta Hospital.

Methods: The research approach included a cross-sectional study, incorporating factors such as service quality (including characteristics of reliability, responsiveness, assurance, empathy, and physical evidence) and satisfaction. The research sample consisted of 99 inpatients from RH Purwakarta Hospital, selected using an incidental sampling technique. A questionnaire was utilized as the instrument. The analysis employed the chi-square test with a significance threshold of 95%. It involved paramedical professionals and other personnel, as mentioned by Aryanti et al. (2022).

Results: The results of the analysis indicate that the contentment of inpatients at RH Purwakarta Hospital is correlated with the quality of health services (pvalue= 0,0001). Therefore, it is possible to infer that an individual's satisfaction with the quality of service will be influenced by their interest in receiving treatment at that particular service location in the future.

Conclusions: Research indicates that service quality significantly impacts patient satisfaction, highlighting the need for RH Purwakarta hospital to enhance service standards to boost patient visits and loyalty.

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