Determinants of Inpatient Satisfaction at Dr. M. Yunus Regional General Hospital, Bengkulu, Indonesia
DOI:
https://doi.org/10.26911/Abstract
Background: A hospital is a healthcare facility that provides medical services and care to patients that serve for the treatment and treatment of various diseases or health conditions supported by the services provided in the hospital. This study aims to analyze the factors that affect inpatient satisfaction so that it is known which factors are most influential and health service improvements can be more measurable.
Subjects and Method: This study uses a cross-sectional study conducted at the dr M. Yunus Bengkulu Regional General Hospital, Indonesia, from January to February 2024. The sample consisted of 165 inpatient respondents who were selected by stratified random sampling technique. The independent variables in this study were age, gender, education level, ward type, class of care, financing method, tangibles, assurance, responsiveness, realibility and empathy. The dependent variable is inpatient satisfaction. Data collection was carried out by questionnaire. The data will be tested for validation and reliability so that Cronbach's alpha score is obtained in Stata 13.0 Software. The average SERVQUAL score will be assessed as the difference between the expected score and the actual score.
Results: The patient satisfaction score obtained based on the gap in the SERVQUAL score between expectations and reality were reliability factors (-2.81), assurance (-4.72), tangibles (-4.68), empathy (-4.76), and responsiveness (-4.53). The results of the analysis of the influence of patient satisfaction on patient loyalty obtained a percentage value of 80.6% with the number of loyal patients as many as 133 out of 165 patients.
Conclusion: The services provided by the Regional General Hospital dr M Yunus Bengkulu have not been able to meet the expectations of patients. Empathy is the least satisfying thing for the patient among others. Meanwhile, reliability is the thing that can satisfy patients the most.
Keywords:
patient satisfaction, health services, hospital servicesHow to Cite
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