Original Research Article
Year: 2020 | Month: July-September | Volume: 5 | Issue: 3 | Pages: 121-135
Effect of Service Quality on General Patient Internal Satisfaction Inpatient Installation of Tendriawaru Bone Hospital in 2020
Haeruddin, A. Rizki Amelia, A. Wardah Muzfah
Departemen Administrasi Kebijakan Kesehatan, Fakultas Kesehatan Masyarakat, Universitas Muslim Indonesia.
Corresponding Author: Haeruddin
ABSTRACT
Hospitals have various types of health services that can be seeded to maintain patient loyalty. One of them is inpatient services. Based on this perception, there will be an impression of patients on hospitals, which can then be referred to as the quality of hospital services. Factors that influence the quality of health services include technical competence, access to services, effectiveness of services, human relations, efficiency in service, continuity of service, service security, and service convenience. The purpose of this study was to analyze the effect of service quality on the satisfaction of general patients hospitalized at Tendriawaru Bone Hospital in 2020. This study is an analytical study with a cross sectional study design. Data collection uses questionnaires, where the population is 1992 people and the sample of this study is 63 people by collecting samples using the Slovin’s formula. Statistical tests on bivariate analysis using the chi-square test and multivariate analysis. The results showed that there was no relationship between service access, effectiveness, continuity of service with patient satisfaction, but there was a relationship between human relationships and comfort with patient satisfaction. Furthermore, the results show that the variables that have a significant effect are the comfort variables. With a significant value of 0,005, it means that hypothesis is accepted because the value of sig <p value 0,05. This study suggests that the hospital can follow up on problems in the room, non functioning AC in one of the patient care rooms and add human resources, especially cardiologists and children.
Keywords: Patient satisfaction, Service Quality.