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Muhammad Daivin
STIKES Wira Medika Bali, Indonesia

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Association between clinical pathology laboratory services quality and outpatient satisfaction Muhammad Daivin; Ni Luh Gede Puspita Yanti; Anak Agung Sri Sanjiwani
Medical Laboratory Science Journal Vol. 1 No. 1 (2025): May 2025
Publisher : Kadewa Bakti Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.67958/medlab.v1i1.28

Abstract

Clinical pathology laboratory services play an essential role in supporting patient diagnosis, treatment, and recovery. The high number of outpatient visits to laboratories poses challenges in terms of timeliness, facility availability, and staff responsiveness, which can affect patient satisfaction. This study aims to analyze the relationship between the quality of clinical pathology laboratory services and the satisfaction of outpatients at Restu Ibu Hospital in Balikpapan. The study design uses a quantitative correlational approach with a cross-sectional method, involving 175 respondents selected through purposive sampling. The research instrument was a questionnaire covering service quality and patient satisfaction, with data analysis using Spearman's correlation test. The results showed that most patients rated the laboratory services as good and expressed satisfaction with the services received. Additionally, a significant positive relationship was found between service quality and patient satisfaction. These findings emphasize the need for continuous improvement in physical facilities, service quickness, and empathetic communication by medical personnel to strengthen service quality and increase patient satisfaction
Co-Authors Anak Agung Sri Sanjiwani Ni Luh Gede Puspita Yanti