Associations between Reliability, Assurance, Physical Evidence, Responsiveness, Empathy, Gender, and Income with Inpatient Satisfaction in Yos Sudarso Hospital, Padang, Indonesia
DOI:
https://doi.org/10.26911/thejhpm.2025.10.02.05.aAbstract
Background: Patient satisfaction refers to the patient's perception and assessment of the quality of health services he receives. There are many factors that affect patient satisfaction. This study aims to analyze variables that affect patient satisfaction.
Subjects and Method: This study is an observational analytical study with a cross-sectional design. This research was conducted on Yos Sudarso Hospital, Padang City, in March-May 2024. A sample of 200 patients was selected by simple random sampling. The dependent variable in this study is patient satisfaction. The independent variables in the study were reliability, guarantee, physical evidence, responsiveness, empathy, gender, and income. Data collection was carried out using a questionnaire and analyzed by path analysis.
Results: Patient satisfaction in the health center was influenced by reliability ((b= 0.51; 95% CI= 0.39 to 0.62; p<0.001)), assurance (b= 0.62; 95% CI= 0.52 to 0.72; p<0.001), physical evidence (b= 0.52; 95% CI= 0.41 to 0.64; p<0.001), responsiveness (b= 0.69; 95% CI= 0.60 to 0.78; p<0.001), empathy (b= 0.69; 95% CI= 0.60 to 0.78; p<0.001), gender (b = 0.15; 95% CI = <0.01 to 0.30; p = 0.047), and income (b = -0.31; 95% CI = -0.45 to -0.17; p<0.001).
Conclusion: Patient satisfaction is positively influenced by reliability, assurance, physical evidence, responsiveness, empathy, gender, and income.
Keywords:
reliability, physical evidence, responsiveness, empathy, patient satisfactionHow to Cite
References
Anfal A. (2020). Pengaruh kualitas pelayanan dan citra rumah sakit terhadap tingkat kepuasan pasien rawat inap Rumah Sakit Umum Sundari Medan tahun 2018 (The influence of service quality and hospital image on the level of satisfaction of inpatients at Sundari General Hospital Medan in 2018). J Midwifery, 3(2): 1–19. https://doi.org/10.55541/emj.v3i2.130.
Haryeni, Yendra N. (2020). Dampak dimensi SERVQUAL terhadap kepuasan pasien, komunikasi word of mouth, dan repurchase intentions pada rumah sakit di Kota Padang (The impact of the SERVQUAL dimension on patient satisfaction, word of mouth communication, and repurchase intentions in hospitals in Padang City). J Manage, 2: 66–79. https://doi.org/10.31869/mi.v14i2.1750.
Kotler P, Keller KL. (2016). Manajemen pemasaran edisi 12 Jilid 1 & 2 (Marketing management edition 12 Volume 1 & 2). Jakarta: PT Indeks.
Oroh ME, Rompas S, Pondaag L. (2020). Faktor-faktor yang berhubungan dengan tingkat kepuasan pasien rawat inap terhadap pelayanan keperawatan di ruang interna RSUD Noongan (Factors related to the level of satisfaction of inpatients with nursing services in the internal room of Noongan Hospital). J Ilmu Keperawatan, 6(9): 325–334. https://doi.org/10.35790/jkp.v2i2.5220.
Putra AH, Setiawan YA. (2022). Pengaruh kualitas pelayanan terhadap kepuasan pasien rawat inap di Rumah Sakit Umum Rajawali Citra 2022 (The effect of service quality on patient satisfaction at Rajawali Citra General Hospital 2022). J Manage, 7(2): 184–190. https://doi.org/10.29103/j-mind.v7i2.9370.
San AC. (2022). Service quality and patient satisfaction in lean hospitals, Malaysia during the Covid-19 pandemic. Malays J Soc Sci Hum, 7(5): 1–16. https://doi.org/10.47405/mjssh.v7i5.1501.
Suciati G, Zaman C, Gustina E. (2023). Analisis kepuasan pasien terhadap pelayanan di Rumah Sakit Umum Daerah Dr. H. Mohamad Rabain Kabupaten Muara Enim Tahun 2022 (Analysis of patient satisfaction with services at Dr. H. Mohamad Rabain Regional General Hospital, Muara Enim Regency in 2022). J Kesehatan Masyarakat, 11(1): 102–116. https://doi.org/10.31596/jkm.v11i1.1444.
Susanty FS, Shah NA, Triman W. (2023). The relationship between service quality and patient satisfaction at the neurology polyclinic of Mohammad Natsir Hospital. J Soc Res, 2(3): 949–966. https://doi.org/10.55324/josr.v2i3.756.
Tobing IRB, Ginting JB, Dameria. (2023). Hubungan kualitas pelayanan terhadap tingkat kepuasan pasien rawat inap BPJS Kesehatan (The relationship between service quality and the level of satisfaction of BPJS Kesehatan inpatients). J Ilmu Keperawatan, 6(2): 64–73. https://doi.org/10.34012/jukep.v6i2.3902.
Yuliana, Marchamah DNS, Desty RT. (2024). Hubungan kualitas pelayanan kesehatan dengan kepuasan pasien rawat jalan di Puskesmas X Kabupaten Grobogan (The relationship between the quality of healthcare services and outpatient satisfaction at Puskesmas X, Grobogan Regency). J Ilmiah Ilmu Kesehatan dan Kedokteran, 2(1): 235–246. https://doi.org/10.55606/termometer.v2i1.2843.
