Path Analysis of Factors Influencing the Quality of Health Services and Inpatient’s Satisfaction in Hospitals
DOI:
https://doi.org/10.26911/thejhpm.2024.09.03.09Abstract
Background: Quality of health services is an effort to provide health services to individuals and populations in increasing the likelihood of desired health outcomes. Patient satisfaction is an indicator in assessing the quality of health services. This study aims to analyze the factors that influence the quality of health services and satisfaction of inpatients in hospitals.
Subjects and Method: The research, with a cross-sectional study design, was carried out at public and private hospitals in Mataram City from November to December 2023. A total of 207 inpatients were selected using simple random sampling in the study. The dependent variables are health service quality and patient satisfaction. The independent variables are gender, education level, income, BPJS status (payment type), inpatient class, and length of stay. Collecting data on perceptions of health service quality and patient satisfaction using a structured questionnaire prepared based on Parasuraman's Servqual concept (1985).
Results: Patient satisfaction is significantly influenced by perceived quality of health services (b = 0.81; 95% CI = 0.76 to 0.86; p < 0.001) and patient education level (b = -0.08; 95% CI = -0.17 to -0.003; p = 0.04 ). Perceived quality of health services is significantly influenced by income factors (b= 0.22; 95% CI= 0.09 to 0.35; p= 0.001) and patient inpatient room class (b= 0.40; 95% CI= 0.28 to 0.52; p <0.001) . Perception of service quality is not significantly influenced by the factors gender, education, BPJS status, and length of stay.
Conclusion: Patient satisfaction is significantly influenced by the quality of health services and the patient's level of education. The quality of health services is significantly influenced by income factors and the patient's inpatient room class. Service quality is not significantly influenced by the factors gender, education, BPJS status, and length of stay.
Keywords: pathway analysis, inpatients, quality of health services, satisfaction.
Keywords:
pathway analysis, inpatients, quality of health services, satisfactionReferences
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