Relationship Between Service Quality And Inpatient Satisfaction In The General Surgery Room
Keywords:
Hospital, Service Quality, Patient SatisfactionAbstract
Quality of health services is a key factor in increasing patient satisfaction in hospitals. Good health services will provide a positive experience for patients and increase trust in health institutions. However, various studies have shown that many patients are still dissatisfied with the services they receive, especially in inpatient rooms. Patient satisfaction is influenced by various aspects of service quality, such as reliability, responsiveness, assurance, empathy, and physical evidence. Therefore, it is important to analyze the extent to which service quality affects the level of patient satisfaction. Purpose: This study aims to analyze the relationship between service quality and inpatient satisfaction in the general surgery room at one of the regional hospitals in Majalengka Regency in 2024. Method: This study uses a quantitative method with a cross-sectional approach. Respondents were selected through random sampling techniques, with a sample size of 95 patients. Data were collected through a questionnaire that measured the dimensions of service quality (reliability, responsiveness, assurance, empathy, and physical evidence) and the level of patient satisfaction. Data were analyzed using the Chi-Square statistical test to test the relationship between independent and dependent variables. Results: The results showed that 69.5% of respondents considered the quality of service to be poor, and 70.5% of respondents were dissatisfied. Statistical tests showed a significant relationship between service quality and patient satisfaction (p-value <0.05). This indicates that the better the quality of service provided, the higher the level of patient satisfaction. Conclusion: These findings indicate that improving the quality of health services, especially in terms of reliability and responsiveness, is very important in improving patient satisfaction. Therefore, hospitals need to improve the competence of medical personnel, improve facilities, and improve communication and interaction between medical personnel and patients in order to improve overall patient satisfaction.
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