The Relationship between Health Service Quality and Patient Satisfaction at the Labanan Health Center, Teluk Bayur District Berau District (original) (raw)
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Healthcare provider have to take care of patient satisfaction. Therefore, the management should do a kind of evaluation to examine the patient satisfaction on the corresponding services. The purpose of this study is to evaluate the service quality of public health centre and to identify the attributes of services to be improved. This study was cross sectional study conducted by distributing the questionairres to the patients of public health centre in Padang, Indonesia from April to June 2015. This study involved 446 respondents with complete information. Customer Satisfaction Index (CSI) was used to measure the service quality of corresponding public health centre. Importance Performance Analysis (IPA) approach was also applied to identify any attributes to be improved. The respondents of this study were very satisfied with the health service that they ever got. All attributes of service were plotted in four quadrants. This study proved that CSI and IPA methods are pertinent to be ...
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SERVICE QUALITY AND OUTPATIENT’S FACTORS AFFECTING THEIR SATISFACTION AT THE B HOSPITAL IN INDONESIA
IAEME PUBLICATION, 2020
Background: The dissatisfaction of patients is the gap between the patient’s expectation and service performance perceived by the patient at the time of service. A preliminary study shows that 7 (35%) out of 20 patients visiting the outpatient department of the B hospital were dissatisfied with the outpatient services of the B hospital. The objective of the present study is to find the effect of service quality and outpatient factors on their dissatisfaction at the B hospital. Material and method: The research design of the present study is analytic quantitative research with the design type of analytic cross-sectional study. Based on the analytic cross-sectional study, the sample size is 200 patients visiting the outpatient department of the B hospital subsequently. Data collection through a structured interview using a questionnaire containing close-ended questions. The researchers analyze univariate, bivariate, and multiple logistic regression. Result: Among 9 independent variables, 4 independent variables have a causal relationship with outpatient satisfaction at the B hospital: Without payment to the hospital through health insurance, slow responsiveness, ungood tangible, and ungood empathy affect outpatient's dissatisfaction. Conclusion: The hospital management should enhance outpatient satisfaction by organizing the Team to discuss and improve slow responsiveness, ungood tangible hospital and health workers, and ungood empathy of physicians and nurses, and other health workers especially to the outpatients without payment to the hospital through health insurance at the B hospital. Based on the recommendation, suggestions are developed.