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All Journal Waluya The International Science of Health Journal
Dewa Ayu Risya Putri
Dewi Sartika General Hospital, Kendari City, Indonesia
Dentistry Education Health Professions Medicine & Pharmacology Nursing Public Health Other

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Association of Responsiveness and Empathy with Inpatient Satisfaction at Dewi Sartika General Hospital, Indonesia Dewa Ayu Risya Putri; Waode Nova Noviyanti Rachman; Erwin Azizi Jayadipraja
Waluya The International Science of Health Journal Vol. 5 No. 3 (2026): Waluya The International Science of Health Journal
Publisher : Magister Kesehatan Universitas Mandala Waluya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54883/kfyw1b98

Abstract

Introduction: The increasing number of inpatients at Dewi Sartika General Hospital in Kendari City without a corresponding increase in facility capacity and medical personnel has the potential to reduce service quality and patient satisfaction. Good service quality is crucial for improving patient satisfaction, particularly in the Service Quality dimensions of responsiveness and empathy. Method: This study was quantitative with a cross-sectional design, involving 233 inpatients. Data were collected through questionnaires and analyzed using the Chi-Square test to determine the relationship between variables and logistic regression to determine the dominant factor. Result: The results showed a positive and significant relationship with patient satisfaction. The Chi-Square value showed significance at the α = 0.05 level, with the Phi coefficient varying from a moderate relationship for responsiveness to a strong relationship for empathy. Conclusion: Improving service quality, particularly in terms of empathy and responsiveness, is crucial for enhancing inpatient satisfaction at Dewi Sartika General Hospital. Hospital management is recommended to focus on improving interpersonal services, meeting patient expectations, and enhancing infrastructure and service systems.
Co-Authors Erwin Azizi Jayadipraja Waode Nova Noviyanti Rachman