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All Journal Holistik Jurnal Kesehatan
Hil Degardis Yolenta
Program Studi Administrasi Kesehatan, Sekolah Tinggi Ilmu Kesehatan RS Husada
Health Professions Nursing Public Health

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Hubungan kualitas pelayanan administrasi terhadap kepuasan pasien di rumah sakit x Jakarta Sarah Geltri Harahap; Asna Febiyanti; Hil Degardis Yolenta; Hera Putri Rismaya; Amanda Ardianti; Kasmira Elsida Lada; Fariz Kahendra; Ellynia Ellynia; Paramita Boni Lestari; Ria Efkelin
Hik Vol. 20 No. 4 (2026): Volume 20 Nomor 4
Publisher : Program Studi Ilmu Keperawatan-fakultas Ilmu Kesehatan Universitas Malahayati

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33024/hjk.v20i4.3358

Abstract

Background: Patient satisfaction is an important indicator of healthcare service quality. Service quality can be measured using the SERVQUAL model, which includes five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. Purpose: To analyze the relationship between service quality based on the SERVQUAL dimensions and patient satisfaction. Method: A quantitative study with a cross-sectional design was conducted. The sample consisted of 150 respondents selected based on inclusion criteria. Data were collected using a structured questionnaire and analyzed using the Chi-square test with a significance level of 0.05. Results: The results showed that most respondents were satisfied with the healthcare services received (73.3%). All SERVQUAL dimensions were significantly associated with patient satisfaction, including tangibles (p < 0.001), reliability (p < 0.001), responsiveness (p < 0.001), assurance (p < 0.001), and empathy (p < 0.001). Conclusion: Administrative services that are fast, accurate, friendly, and easy to understand are important factors in improving patient experience and satisfaction. Therefore, hospitals need to continuously improve the quality of administrative services to support the overall quality of healthcare services   Keywords: Administration; Hospital; Patient Satisfaction; Service Quality.
Co-Authors Amanda Ardianti Asna Febiyanti Ellynia Ellynia Fariz Kahendra Harahap, Sarah Geltri Hera Putri Rismaya Kasmira Elsida Lada Mose, Ria Efkelin Paramita Boni Lestari