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All Journal PRISMA JURNAL PENDIDIKAN TAMBUSAI JOURNAL LA MEDIHEALTICO BIOCHEPHY: Journal of Science Education Jurnal Ilmiah Rehabilitasi Sosial (Rehsos) Jurnal Ilmiah Perlindungan dan Pemberdayaan Sosial (Lindayasos) Tsaqofah: Jurnal Penelitian Guru Indonesia Cendikia: Jurnal Pendidikan dan Pengajaran Peksos: Jurnal Ilmiah Pekerjaan Sosial
Rosilawati, Rosilawati
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Education Health Professions Mathematics Medicine & Pharmacology Nursing Public Health Social Sciences Veterinary

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The Influence of Service Quality and Patient Experience on Inpatient Satisfaction Rosilawati, Rosilawati; Ariawaty, R. Rina Novianty; Syahidin, Rukhiyat
Journal La Medihealtico Vol. 6 No. 5 (2025): Journal La Medihealtico
Publisher : Newinera Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37899/journallamedihealtico.v6i5.2638

Abstract

This study aims to analyze the influence of service quality and patient experience on inpatient satisfaction at Dr. Abdul Aziz Regional General Hospital, Singkawang. A quantitative approach was used, with a survey of 165 respondents. Service quality was categorized as good (score 3.7), particularly in the dimensions of reliability, assurance, empathy, and responsiveness. However, the physical evidence dimension was categorized as fair. Patient experience was rated as good (score 3.5), particularly in the hospital environment dimension. Specifically, the dimensions of pain management, medication communication, and discharge information were categorized as fair and need improvement. Patient satisfaction with the implementation of the code of ethics for professional service standards was rated as good, while the implementation of health service standards was categorized as fair. Statistical analysis showed that both service quality (β = 0.510; t = 7.515; Sig. 0.000) and patient experience (β = 0.382; t = 5.633; Sig. 0.000) had a positive and significant effect on patient satisfaction. Service quality had the most dominant influence on patient satisfaction. Therefore, comprehensive and continuous improvement in service quality is highly recommended to optimally enhance patient satisfaction.
Co-Authors Aini, Lizatul Anastasyiah, Putri Adelia Ansori, Aristawidya Salsabila Ariawaty, R. Rina Novianty Ayu Wulandari Cindy, Agustin Hanivia Depari, Reiki Polo Brice Depari Ellya Susilowati Epi Supiadi Fiki Alghadari Hanifah, Hana Nida Hanikah, Hanikah Julianti, Sovi Juliatun, Juliatun Kariani, Lara Kurniawati, Vera Marjuki Marjuki Maulani, Novia Panggita Vasthu, Rajendra Pradytia, Wendy Rahmatika, Noviana Setiana , Diana Syahidin, Rukhiyat Syakirah, Gina El Syazali, Muhammad Teta Riasih Utama, Annisa Rehanita Putri Windasari Windasari, Windasari