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All Journal Gema Wiralodra
Zuki Kurniawan
Universitas 17 Agustus 1945 Cirebon, Indonesia
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The Influence of Hemodialysis Services on Patient Satisfaction at Level III Hospital 06.03.01 Ciremai Nining Wahyuni; Zuki Kurniawan; Rohadin Rohadin
Gema Wiralodra Vol. 16 No. 3 (2025): Gema Wiralodra
Publisher : Universitas Wiralodra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31943/gw.v16i3.862

Abstract

This study seeks to examine the impact of hemodialysis services on patient satisfaction at the 06.03.01 Ciremai Level III Hospital. Hemodialysis is a critical medical treatment that requires a high level of professionalism and rigorous quality standards, as it is directly associated with the safety and quality of life of individuals suffering from chronic kidney failure. High service quality not only reflects the hospital’s overall performance but also enhances patient confidence and contributes to the institution’s public image. The research applied a quantitative method using a descriptive and correlational approach. The population consisted of all 80 patients receiving hemodialysis therapy at Ciremai Hospital, with 44 respondents selected through accidental sampling. Data were collected using a questionnaire developed according to the SERVQUAL service quality framework, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings demonstrate that the quality of hemodialysis services has a positive and statistically significant influence on patient satisfaction. Correlation analysis produced a coefficient of 0.331 with a significance value of 0.015, indicating a moderate and positive relationship between service quality and satisfaction. This suggests that improvements in service delivery are associated with higher levels of patient satisfaction. Among the SERVQUAL dimensions, empathy and responsiveness were identified as the most influential factors, whereas tangibles showed the weakest effect. Overall, the study highlights the necessity of enhancing service quality, particularly in communication, prompt responsiveness, and individualized patient care. Hospitals are encouraged to further promote a culture of excellent service by providing continuous training for medical staff, upgrading supporting facilities, and implementing regular evaluations of service quality.
The Effect of Librarian Service Quality on Public Satisfaction of Librarians at The Library and Archives Office of Indramayu Regency Ratna Puspitasari; Rohadin Rohadin; Zuki Kurniawan
Gema Wiralodra Vol. 17 No. 1 (2026): Gema Wiralodra
Publisher : Universitas Wiralodra

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31943/gw.v17i1.863

Abstract

The quality of librarian service is one of the main factors influencing the level of user satisfaction at regional libraries. Effective library services are determined not only by the availability of collections but also by the librarian's ability to provide prompt, friendly, and accurate service, while also understanding users' information needs. This study aims to analyze the influence of librarian service quality on user satisfaction at the Indramayu Regency Library and Archives Office. The research method used was a quantitative approach with a survey technique involving 98 respondents selected using the Slovin formula. The independent variables in this study consisted of five dimensions of service quality (tangibles, reliability, responsiveness, assurance, and empathy), while the dependent variable was user satisfaction. The questionnaire instrument was tested using validity and reliability tests, while data analysis was conducted through multiple linear regression and path analysis. The results showed that simultaneously, librarian service quality significantly influenced user satisfaction, contributing 43.44%. Partially, the reliability dimension had the largest influence, followed by responsiveness, empathy, and tangibles. The assurance dimension showed a relatively lower influence. Path analysis shows that empathy has an indirect effect through assurance, while tangibles have an indirect effect through reliability. These findings emphasize the importance of improving librarian service competencies, particularly in the dimensions of reliability, service speed, and interpersonal skills, to enhance the quality of the user experience.
Co-Authors Nining Wahyuni Ratna Puspitasari Rohadin Rohadin