Meta Analysis on the Effect of the Quality of Health Services with the Level of Patient Satisfaction
Background: patient-oriented health services are the primary strategy for health service organizations. A good service is determined by the fact that the services provided can meet the patient's needs. Patient satisfaction is an integral part of the quality assurance of health service. This study aims to analyze the quality of tangible health services with patient satisfaction in receiving health services.
Subjects and Method: Meta-analysis was performed by searching journals from direct databases such as Google Scholar, Science Direct, and PubMed using the keywords service quality, patient satisfaction, and heat service. The inclusion criteria in this study were full text from 2010-2021, with a cross-sectional study. The data analysis was carried out by RevMan 5.3.
Results: Nine articles have been analyzed, showing that the quality of service had direct evidence of an effect on patient satisfaction in accessing health services (aOR= 4.17; 95% CI= 1.78 to 9.78; p <0.001).
Conclusion: The quality of direct evidence (tangible) affects patient satisfaction in accessing health services.
Keywords: tangible, service, patient satisfaction.
Correspondence: Siti Mar'atul Munawaroh. Ahmad Dahlan University. Jl. Prof. Dr. Soepomo, Janturan, Umbulharjo, Yogyakarta. Email: email@example.com. Mobile +6282133295468.
Journal of Health Policy and Management (2021), 06(02): 107-115
Ainy A, Misnaniarti, Fajar NA (2012). Importance performance analysis of health social security services at the Puskesmas Swak Manajemen Pembina. Kesmas National Public Health Journal, 7 (3): 105109. http://dx.doi.org/10.21109/kesmas.v7i3.56.
Andriani S, Sunarto (2009). The relationship between the quality of health services and the satisfaction of inpatients at the Health Service Agency of the Regional General Hospital of Magelang Regency. J Health, 2(1): 71 79. https://doi.org/10.22219/jk.v11i2.11894.
Atmojo JT, Sudaryanto W, Widiyanto A, Ernawati, Arradini D (2020). Tele medicine, cost effectiveness, and patients satisfaction: A systematic review. J Health Policy Manage. 5(2): 103107. https://doi.org/10.26911/thejhpm.2020.05.02.02.
Burhanuddin N (2016). Relationship between health service quality and patients' satisfaction of RSUD Syekh Yusuf Gowa. Jurnal MKMI. 12(1).
Hafizurrachman H (2009). Kepuasan pasien dan kunjungan rumah sakit (Patient satisfaction and hospital visits). National Public Health J. 4(1): 1017. http://dx.doi.org/10.21109/kesmas.v4i1.195.
Hastuti SKW, Mudayana AA, Nurdhilla AP, Hadiyatma D (2017). The relationship between service quality and patient satisfaction of BPJS participants at the Yogyakarta Regional General Hospital. J Public Health, 11(2): 161 168.
Hizrani M (2012). Analysis of inpatient satisfaction with service quality and its relationship with repurchase interest at X Hospital Jakarta. Journal of Indonesian Hospital Management and Administration (MARSI), 6(1).
Tjiptono F, Chandra G (2012). Service, quality satisfaction. Yogjakarta: Andi Offset.
Kruse CS, Krowski N, Rodriguez B, Tran L, Vela J, Brooks M, et al. (2017). Telehealth and patient satisfaction: A systematic review and narrative analysis. BMJ Open, 7 (8): 1–12. https://doi.org/10.1136/bmjopen2017016242.
Kurniasari A, Kuntjoro T (2006). Analysis of customer needs at Pijoan Baru Community Health Center Jambi Province [thesis]. Yogyakarta: Gajah Mada University Faculty of Medicine. Not published.
Purnama S (2013). Analysis of the influence of the quality of health services on the satisfaction of applicants for the licensing of traditional health services at the West Jakarta District Office of Health Services. Scientific Forum, 10 (2): 307323
Safrudin S, Ngisom N, Yuwono TA (2012). Hubungan mutu pelayanan kesehatan dengan kepuasan pasien rawat jalan UPT Puskesmas Gandrungmangu I Kabupaten Cilacap (Relationship quality of health services with outpatient satisfaction at Gandrungmangu I health center in Cilacap). J Health Nursing. 8(2): 64–5. http://ejournal.stikesmuhgombong.ac.id/index.php/JIKK/article/view/69.
Susmaneli H, Triana A (2014). Quality dimensions of midwifery care on patient satisfaction jampersal (delivery assurance) program. National J Public Health. 4(1): 2428. http://dx.doi.org/10.21109/kesmas.v8i8.414.
Waryono, Purwanti NS, Palestin B (2011). The effect of community satisfaction on the utilization of health services in Yogyakarta City Health Center and Yogyakarta City Hospital in 2009. BAPPEDA Research Journal, 6(6).