Dede R. Oktini
Magister of Management Study Program, Faculty of Economics and Business, Universitas Islam Bandung

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The Effects of Perceived Service Justice and Information Clarity on Outpatient Satisfaction in An Indonesian Public Hospital Andi Mulyawan; Tasya Aspiranti; Dede R. Oktini
Journal of Scientific Research, Education, and Technology (JSRET) Vol. 5 No. 3 (2026): Vol. 5 No. 3 2026
Publisher : Kirana Publisher (KNPub)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58526/jsret.v5i3.1216

Abstract

Patient satisfaction is a key indicator of healthcare service quality and reflects patients' evaluation of the services they receive. Although Pasar Rebo Regional General Hospital (RSUD Pasar Rebo), Jakarta, has achieved a high level of public satisfaction, patient feedback continues to indicate concerns regarding service fairness and the clarity of information provided during outpatient care. This study aimed to examine the effects of perceived service justice and information clarity on outpatient satisfaction at RSUD Pasar Rebo, East Jakarta. A quantitative explanatory research design employing a survey method was used. Primary data were collected through questionnaires administered to 392 outpatient respondents and analyzed using descriptive statistics and multiple linear regression. Hypothesis testing was conducted using t-tests to examine the partial effects of each independent variable and an F-test to assess their simultaneous effect on patient satisfaction. The findings revealed that perceived service justice and information clarity had positive and statistically significant effects on outpatient satisfaction, both individually and simultaneously. Descriptive analysis indicated that respondents generally perceived service justice and information clarity to be at a good level. Nevertheless, several issues remained, particularly regarding queue management, administrative procedures, accessibility of information, and consistency in information delivery during peak service hours. Patient satisfaction was also categorized as good, although it remained at a moderate level, suggesting that patients generally had positive service experiences but that their expectations had not been fully met. The study concludes that strengthening fairness in service delivery and ensuring that information is clear, accessible, and consistently communicated are important strategies for improving outpatient satisfaction. These findings provide practical implications for hospital management in designing patient-centered service quality improvement initiatives.
The Effects of Psychological Factors, Career Level, and External Clinical Workload on Physician Performance: A Cross-Sectional Study of Dual-Practice Physicians at Mitra Plumbon Hospital, Indonesia Tiara Kusumawiyanti; Muhardi; Dede R. Oktini
Journal of Scientific Research, Education, and Technology (JSRET) Vol. 5 No. 3 (2026): Vol. 5 No. 3 2026
Publisher : Kirana Publisher (KNPub)

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58526/jsret.v5i3.1220

Abstract

Physician performance is a critical determinant of hospital service quality because it directly influences the effectiveness, professionalism, and quality of patient care. Both individual and work-related factors contribute to physician performance, including psychological factors, career development, and workload arising from clinical practice outside the primary hospital. This study aimed to examine the effects of psychological factors, career level, and external clinical practice workload on physician performance among dual-practice physicians at Mitra Plumbon Hospital, Majalengka, Indonesia. A quantitative study employing descriptive and explanatory approaches was conducted using a structured questionnaire administered to physicians who met the study criteria. The collected data were analyzed using descriptive statistics and multiple linear regression to evaluate the relationships among the study variables. The results indicated that psychological factors, career level, external clinical practice workload, and physician performance were generally perceived to be at a very high level. Psychological factors, reflected in work motivation, personal satisfaction, organizational commitment, and self-efficacy, had a significant positive effect on physician performance. Career level, represented by opportunities for promotion, professional recognition, and competency development, also demonstrated a significant positive influence on physician performance. In contrast, external clinical practice workload had a significant negative effect on physician performance. Greater involvement in clinical practice outside the hospital increased the likelihood of fatigue, reduced concentration, and limited time available for hospital responsibilities, thereby adversely affecting physician performance. Overall, psychological factors and career level positively influenced physician performance, whereas external clinical practice workload negatively influenced physician performance. These findings suggest that strengthening physicians' psychological well-being, implementing transparent career development systems, and effectively managing external clinical practice workload are essential strategies for improving physician performance and enhancing the quality of hospital services.