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All Journal JURNAL PSIKOLOGI UDAYANA Intuisi Persona: Jurnal Psikologi Indonesia Jurnal Biometrika dan Kependudukan (Journal of Biometrics and Population) MEDIAPSI Jurnal Ilmu Keluarga dan Konsumen Jurnal Manajemen Kesehatan Yayasan RS.Dr. Soetomo Journal of Dedicators Community Psikostudia : Jurnal Psikologi Jurnal Ilmu Kesehatan Jurnal Psikologi Malahayati Psikoborneo : Jurnal Ilmiah Psikologi Jurnal Kesehatan Tambusai Indonesian Academia Health Sciences Journal Jurnal Syntax Fusion : Jurnal Nasional Indonesia Alauddin Scientific Journal Of Nursing (ASJN) Lentera Perawat Buletin Riset Psikologi dan Kesehatan Mental (BRPKM) JOURNAL OF HEALTH MANAGEMENT RESEARCH Community Development in Health Journal Lontara Journal Of Health Science And Technology Proceeding Mulawarman International Conference on Tropical Public Health Prosiding Konferensi Nasional Ilmu Kesehatan STIKES Adi Husada
Kurniawan, Afif
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Arts Humanities Chemistry Decision Sciences, Operations Research & Management Dentistry Economics, Econometrics & Finance Education Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Physics Public Health Social Sciences Veterinary

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Journal : Lentera Perawat

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Analysis of health service quality and its association with patient satisfaction in hospital: A cross-sectional study Cahyo, Danisyah; Kurniawan, Afif; Iswati, Iswati; Erindia, Firnanda
Lentera Perawat Vol. 6 No. 4 (2025): October - Desember
Publisher : STIKes Al-Ma'arif Baturaja

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52235/lp.v6i4.589

Abstract

Background: Patient satisfaction is a core indicator of healthcare performance and a major determinant of service utilization, trust, and loyalty. The quality of healthcare services is influenced by multiple dimensions, and the SERVQUAL (RATER) framework is widely used to assess patient perceptions of service quality. Evidence from Indonesian maternal and child hospitals remains limited, particularly regarding the role of tangible and interpersonal service attributes. Objective: This study aimed to analyze the association between health service quality based on RATER dimensions and patient satisfaction at RSIA IBI Surabaya. Methods: A quantitative analytic study with a cross-sectional design was conducted among 60 respondents selected using purposive sampling. Data were collected using a structured questionnaire with a four-point Likert scale and analyzed using Spearman Rank correlation to examine the relationship between each RATER dimension and satisfaction levels. Ethical principles were maintained through informed consent, anonymity, and voluntary participation. Results: Most respondents perceived the quality of healthcare services as high across the RATER dimensions, dominated by empathy (65.0%) and tangibles (60.0%). Patient satisfaction was also mostly high (83.3%). All dimensions demonstrated statistically significant correlations with satisfaction (p < 0.05), where tangibles (r = 0.615) and responsiveness (r = 0.592) were identified as the strongest predictors. Conclusion: Health service quality strongly influences patient satisfaction, particularly through physical facilities and responsiveness. Hospitals should prioritize improvements in facility readiness, timely service delivery, and patient-centered communication to enhance satisfaction and loyalty. Future studies involving larger and multicenter populations are recommended to strengthen external validity.
Co-Authors Afani, Alya Afifah, Hanifatul Agus Suryadinata, Mohammad Al Aziz, Fatqur Rochman Alicea, Gabriella Amalia, Nuke Annisa, Romadoni Kun Anugraini, Sulfianti Dewi Atik Choirul Hidajah Awek, Letrince Paula Bungaran, Daniel Reyonald Cahyani, Tarisa Pramesti Tirta Cahyo, Danisyah Dewantoro, Dhanang Dewi Andriani Dewi Kurniasari, Dewi Dewi, Putu Yunita Trisna Dwi Yuniar Ramadhani Ernawaty Ernawaty Fajriyah, Novita Febrita Putri Gabinsla, Bernarda Firnanda Erindia Gambeh, Rilya Tesalonika Geonarso, Roberto A Goenarso, Roberto Goenarso, Roberto A Habibi, Laily Aura Nisya Hapsari, Artani Herdiana, Putri Heri Suroso, Heri Herowati, Diyah Herowati, Diyah Herowati Hidayat, Azzah Ambarani Hurit, Theofila Barek I Gusti Ayu Putu Wulan Budisetyani Ilham, Rhajiv Nur Isniya, Rachmatul Iswati Iswati, Iswati Jannah, Ainin Z Khristi, Theodora Carelina Linta Meyla Putri Lukitasari, Arnandita Eka Luthfan Prasetyo, Ageng Pinasti Mahundingan, Rosari Oktaviana Mamesah, Marline Merke Mardiana Mardiana Mita Dwi Ayudha Nisa, Syayidatun Oktalia, Silvi P, Adelia Aprilia Prasetia, Aisya Amalia Putri Putri, Nevia R Putri, Sekar Berlian Dwisa Rahmadianti, Shafira Rendra, Prizcatama Via Rukmini Rukmini S, Reinaldo Dwiki Salsabila, Dieva Adelia Sanjiwani, Anak Agung Sri Saputera, Ariawan Wangsa Sari, Etika Purnama Shabrina, Balqis Siti Hardiyanti Siti Nur Qomariah Tjoko, Silvia H Tjokro, Silvia Haniwijaya Tjoro, Silvia Haniwijaya Trisnawuri, Shinta Wibowo, Wira Adi Cahyo Widyanto, Indra Maulana Widyawati, Risma Amelia Wijaya, Hermanto Yasmine, Almira Nadya Yuanita Syaiful Yuliani, Cahya Yuliastuti, Anissa W Zulfa, Sheila Nurhaliza