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Fibrini, Dewi
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Journal : Buletin Kedokteran dan Kesehatan Prima

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Health service quality and outpatient hypertension patient satisfaction: A cross-sectional study Olidya, Desyoma; Ginting, Rapael; Siagian, Masryna; Yulizal, OK; Lumbantobing, Christina JRE.; Edlin, Edlin; Fibrini, Dewi
Buletin Kedokteran & Kesehatan Prima Vol. 4 No. 1 (2025): March
Publisher : Fakultas Kedokteran, Kedokteran Gigi, dan Ilmu Kesehatan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.34012/bkkp.v4i1.6755

Abstract

This study aimed to evaluate the impact of healthcare service quality on patient satisfaction among hypertensive outpatients at Muyang Kute Regional General Hospital. Employing a quantitative, cross-sectional design, data were collected from 79 patients using a questionnaire assessing five service quality dimensions (tangibles, reliability, responsiveness, empathy, and assurance) and overall patient satisfaction. Bivariate analysis, utilizing the chi-square test, was conducted to examine relationships between service quality dimensions and patient satisfaction. Results indicated generally positive perceptions of service quality dimensions, with tangibles, reliability, and assurance rated highly. However, empathy and responsiveness showed higher dissatisfaction rates. Notably, only assurance demonstrated a statistically significant association with patient satisfaction (p=0.002), where patients perceiving "Good" assurance were more likely to report satisfaction. Overall patient satisfaction was mixed, with 54.43% reporting satisfaction and 45.57% reporting dissatisfaction. The study highlights the critical role of staff competence and patient confidence (assurance) in driving satisfaction. Recommendations include targeted interventions to improve empathy and responsiveness, continuous monitoring of all service quality dimensions, and further investigation into potential underlying factors affecting overall satisfaction.
Co-Authors Ayuarianti, Ayuarianti Dalimunthe, Anita Rosari Edlin, Edlin Felicia, Jesselyn Fioni, Fioni Fitriani, Anche Pratiwi Francesco, Francesco Ginting, Rapael Intan Ruspita, Intan Lina, Juliana Loviana Hasibuan, Soya Lumbantobing, Christina JRE. Manulang, Ony Veronika Meldawati Meldawati Olidya, Desyoma Purba, Desi Natalia Reh Malem br Karo Rumahorbo, Novynsqi Saragih, Agnes Fransisca Siagian, Masryna Silaen, Mangatas Sinurat, Jhon Patar Siregar, Abdul Rahman Maulana Tjipta, Arya Wijaya, Johana Fransiska Yolanda, Eva Yulizal, Ok