Effect on Dimensions of Health Services to Inpatient Satisfaction at Primary Health Care

Ayu Rahajeng Dianing Negari(1), Annisa Nurida(2), Musa Ghufron(3), Muhammad Anas(4*)


(1) Muhammadiyah Surabaya University
(2) Muhammadiyah Surabaya University
(3) Muhammadiyah Surabaya University
(4) Muhammadiyah Surabaya University
(*) Corresponding Author

Abstract


Background: Satisfaction is a feeling that the consumers feel when the service they receive meets or surpass their expectations. Public satisfaction with health care services is still a significant issue for health institutions in improving the service quality. Despite various efforts that health care providers have made, some residents in an area were unsatisfied with the health services in their environment.

Objective: To determine the effect of the dimensions of health service quality on patient satisfaction at the Primary Health Care 1 Melaya, Jembrana, Bali

Method: Analytical observational study, a cross-sectional design. The total sample was 70 respondents. Data collection was performed using questionnaires. Multiple linear regression was used to analyze the average value of patient satisfaction based on the five dimensions of quality of health care.

Result: The dimensions of tangibility, responsiveness, assurance, and empathy have a significance value (p<0.05), while the reliability dimension has no significance value (p>0.05). So the formula used to predict patient satisfaction with health services received is as follows:

y = 0,352+0,295*X1–0,104*X2–0,201*X3+0,334*X4+0,180*X5

The dimension of health services that has the largest influence on the satisfaction of inpatients is assurance. Patients feel assured and satisfied when the health workers communicate their expertise and competencies before doing their work.

Conclusion: Tangibility, reliability, responsiveness, and assurance were four of five dimensions of health services that have significantly influenced the satisfaction of inpatients.


Keywords


dimensions; service health; community; satisfaction

Full Text:

PDF

References


Kotler & Keller (dalam Januar & Ai 2016:266). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada Jne Cabang Bandung. DeReMa J Manaj [Internet]. 2016;11(2):25. Available from: https://ojs.uph.edu/index.php/DJM/article/view/197

Mariana D. Hubungan Kualitas Pelayanan Keperawatan Rawat Inap dengan Proses Pengambilan Keputusan Pasien Untuk Memilih Rumah Sakit. J Ilm Multi Scinece Kesehat [Internet]. 2019;10, No.2(2):145–62. Available from: https://osf.io/4stbx/download

Tawalujan TW, Korompis GEC, Maramis FRR. Hubungan Antara Status Akreditasi Puskesmas Dengan Tingkat Kepuasan Pasien Di Kota Manado. Kesmas. 2019;7(5).

Suwuh MK, Maramis FRR, Wowor RE, Kesehatan F, Universitas M, Ratulangi S, et al. Hubungan Antara Kualitas Jasa Pelayanan Dengan Kepuasan Pasien Di Puskesmas Walantakan Kecamatan Langowan Utara. Kesmas. 2018;7(3):1–8.

Ekasari R, Pradana MS, Adriansyah G, Prasnowo MA, Rodli AF, Hidayat K. Analisis Kualitas Pelayanan Puskesmas Dengan Metode Servqual. J Darussalam J Pendidikan, Komun dan Pemikir Huk Islam. 2017;9(1):82.

DINKES. Profil UPT Puskesmas 1 Melaya. Jembrana: Dinkes Kabupaten Jembrana. Jembrana, Bali; 2017.

Ridwan I, Saftarina F. Pelayanan Fasilitas Kesehatan : Faktor Kepuasan dan Loyalitas Pasien Healthcare Facility Service : Factors of Satisfaction and Patient Loyalty. Majority. 2015;4(9):20–6.

Dharmawan RH, Kristianingsih T. Pengaruh Kualitas Pelayanan dan Fasilitas Terhadap Kepuasan Pelanggan. J Apl Bisnis. 2018;3(12):1–20.

Martiana. Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Rawat Inap RSUD Cut Meutia Kabupaten Aceh Utara [Internet]. Universitas Sumatera Utara; 2011. Available from: http://repositori.usu.ac.id/handle/123456789/35340

Rohmah LNH, Yuliyanasari N, Ghufron M, Anas M. The Influence of Health Education (Health Promotion) Breast Self Examination (BSE) Against Behavior of BSE (Knowledge, Attitudes, and Action) Student of Madrasah Aliyah Ar-Raudlatul Ilmiyah Islamic Boarding School Kertosono in Early Detection of Brea. In: Proceedings 4th International Conference on Sustainable Innovation (ICoSI) [Internet]. Yogyakarta: UMYPress; 2020. p. 403–7. Available from: https://icosi.umy.ac.id/2020/publication-icosi-2020/

Janie DNA. Statistik Deskripstif dan Regresi Linier Berganda dengan SPSS. Stat Deskripstif dan Regresi Linier Berganda dengan SPSS. 2012;52 hal.

Herudiansyah G, Candera M, Haminsyah K, Puspita RM, Santoso S. Analisis Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Pada Rumah Sakit Muhammadiyah Palembang. Jemb (Jurnal Ekon Manajemen, Bisnis, Audit dan Akuntansi). 2018;13(1):69–80.

Puspita RM, Santoso S. Pengaruh Kualitas Pelayanan Dan Fasilitas Pendukung Terhadap Kepuasan Pelanggan Stasiun Lempuyangan Yogyakarta. Eksis J Ris Ekon Dan Bisnis. 2018;13(1):69–80.

Panjaitan JE, Yuliati AL. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Pada JNE Cabang Bandung [The Influence of Service Quality on Customer Satisfaction at JNE Branch in Bandung]. DeReMa (Development Res Manag J Manaj. 2016;11(2):265.

Patria A, Amatiria G. Dimensi Kualitas Layanan terhadap Kepuasan Pasien Rawat Jalan. J Keperawatan [Internet]. 2017;XIII(1):118–25. Available from: https://ejurnal.poltekkes-tjk.ac.id/index.php/JKEP/article/view/861


Article Metrics

Abstract view : 144 times
PDF - 44 times

DOI: https://doi.org/10.26714/magnamed.8.2.2021.71-83

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.

Indexed by

 

         

 

Creative Commons License

MAGNA MEDIKA by APKKM is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.