Ernawaty, - and Supriyanto S, - and Krisbianto, - and Visianti, - (2020) THE EFFECT OF HOSPITAL SERVICE QUALITY ON INPATIENT SATISFACTION IN PIRU HOSPITAL. The Journal of Health and Translational Medicine (JUMMEC), 23 (Suppl). ISSN 2289-392X

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Abstract

Background: Patient satisfaction is one of the indicators of hospital service quality. The mean value of patient satisfaction in the inpatient installation of Piru Hospital in October 2018 - December 2018 was relatively low with a value of 2.655. This study aims to analyse the effect of the hospital service quality on the patient satisfaction. Methods: The design of this study was cross sectional. The study was conducted at Piru Hospital between December 2018-June 2019. The population was the patients who had received inpatient services. There were 104 respondents selected via the consecutive sampling technique. Data collection was carried out using a questionnaire whose validity and reliability had been tested. The statistical test used was the multiple linear regression test. Results: The results showed that the dimensions of hospital service quality that were influential were time to wait for the services during hospitalization, patient's impression of service, doctor's attitude, ambience or condition of patients’ room, nurse's expertise and doctor's behaviour. Conclusion: Hospital service quality has a positive and significant effect on patient satisfaction in the inpatient installation at Piru Hospital.

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