Open AccessMedical staff services quality to patients satisfaction based on SERVQUAL dimensions
Author(s) -
Febri Endra Budi Setyawan,
Stefanus Supriyanto,
Feny Tunjungsari,
Wa Ode Nurlaily Hanifaty,
Retno Lestari
Publication year - 2019
Publication title -
international journal of public health science
Language(s) - English
Resource type - Journals
eISSN - 2620-4126
pISSN - 2252-8806
DOI - 10.11591/ijphs.v8i1.17066
Subject(s) - servqual , service quality , empathy , patient satisfaction , quality (philosophy) , observational study , quality assurance , reliability (semiconductor) , service (business) , psychology , affect (linguistics) , nursing , medicine , family medicine , social psychology , business , marketing , philosophy , power (physics) , physics , communication , epistemology , pathology , quantum mechanics
Hospital service quality was a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. Service quality which was provided by medical staff emphasizes the actual hospital service process. In the hospital, patients’ satisfaction could be widely used to determine hospital service quality. The purpose of this study was to analyze the influence of medical staff services quality on patients satisfaction based on SERVQUAL dimensions. This study used an analytic observational design with cross-sectional approach. There were 314 respondents taken from inpatients hospital admission using simple random sampling. Based on regression analysis results, five dimensions of health services quality affect patients’ level of satisfaction and obtained the equation of Y = 0.026 + 0.226X1 + 0.332X2 + 0.1X3 + 0.075X4 + 0.235X5, this explained that patients’ satisfaction was affected by all dimensions of health service quality (RATER) simultaneously. However, different values will be obtained if all dimensions were measured separately, range from 10% to 33.2%. It could be concluded that patients’ satisfaction were influenced by the quality of medical staff services through its five components: reliability, assurance, tangible, empathy and responsiveness.