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Suliantoro
Akademi Manajemen Administrasi Yogyakarta
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Kepuasan Pasien Rawat Inap: Analisis Dimensi Kualitas Pelayanan di RSUD Panembahan Senopati Bantul DIY Mursyid; Suliantoro; Nur Rahmatullayla Tahir
Jurnal Bisnis Administrasi dan Manajemen Vol. 19 No. 1 (2026): ALBAMA : Jurnal Bisnis Administrasi dan Manajemen
Publisher : LPPM Akademi Manajemen Administrasi Yogyakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56606/albama.v19i1.421

Abstract

Patient satisfaction is an important indicator for evaluating the quality of hospital services. This study aims to examine the effect of SERVQUAL dimensions on inpatient satisfaction at RSUD Panembahan Senopati Bantul. A quantitative explanatory approach was employed using data collected from 79 inpatients selected through purposive sampling. The data were analyzed using multiple linear regression. The results indicate that only the assurance and responsiveness dimensions have a significant positive effect on patient satisfaction, whereas reliability, tangibles, and empathy do not show significant effects. Nevertheless, the five SERVQUAL dimensions simultaneously influence patient satisfaction. These findings suggest that patients place greater emphasis on confidence, trust, and prompt service than on other dimensions of service quality. The findings provide practical insights for hospital management to prioritize service quality improvement strategies and enhance patient satisfaction.
THE EFFECT OF SERVICE QUALITY ON PATIENT SATISFACTION AT PANEMBAHAN SENOPATI REGIONAL PUBLIC HOSPITAL BANTUL REGENCY SPECIAL REGION OF YOGYAKARTA Susatyo Herlambang; Putri Karnihajir; Suliantoro
JMMU: JURNAL MAHASISWA MANAJEMEN DAN UMUM Vol. 3 No. 1 (2026): JMMU: Jurnal Mahasiswa Manajemen dan Umum
Publisher : LPPM AKADEMI MANAJEMEN ADMINISTRASI YOGYAKARTA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.56606/jmmu.v3i1.426

Abstract

This study aims to determine the effect of service quality on patient satisfaction at Panembahan Senopati Regional Public Hospital, Bantul Regency, Special Region of Yogyakarta. The service quality variable is measured using five indicators, namely tangibles, reliability, responsiveness, assurance, and empathy, along with the patient satisfaction variable. This research employs a descriptive quantitative method. The population in this study consists of 25,022 patients, with a sample size of 100 respondents determined using the Slovin formula. Data collection techniques were carried out through direct observation and the distribution of questionnaires using a Likert scale. The data analysis method used is simple linear regression with the assistance of SPSS version 26. The results of this study indicate that service quality has a positive effect on patient satisfaction. This means that the better the service quality provided, the higher the level of patient satisfaction at Panembahan Senopati Regional Public Hospital, Bantul Regency, Special Region of Yogyakarta.
Co-Authors Herlambang, Susatyo Mursyid Nur Rahmatullayla Tahir Putri Karnihajir