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All Journal International Journal of Public Health Science (IJPHS) Saintika Medika: Jurnal Ilmu Kesehatan dan Kedokteran Keluarga. JUXTA: Jurnal Ilmiah Mahasiswa Kedokteran Universitas Airlangga ARTERI : Jurnal Ilmu Kesehatan Infokes : Jurnal Ilmiah Rekam Medis dan Informasi Kesehatan Interdisciplinary Social Studies CoMPHI Journal : Community Medicine and Public Health of Indonesia Journal Hang Tuah Medical Journal
Feny Tunjungsari
Universitas Muhammadiyah Malang
Biochemistry, Genetics & Molecular Biology Dentistry Electrical & Electronics Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Medicine & Pharmacology Neuroscience Nursing Public Health Social Sciences Veterinary

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Journal : International Journal of Public Health Science (IJPHS)

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Medical staff services quality to patients satisfaction based on SERVQUAL dimensions Febri Endra Budi Setyawan; Stefanus Supriyanto; Feny Tunjungsari; Wa Ode Nurlaily Hanifaty; Retno Lestari
International Journal of Public Health Science (IJPHS) Vol 8, No 1: March 2019
Publisher : Intelektual Pustaka Media Utama

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (564.287 KB) | DOI: 10.11591/ijphs.v8i1.17066

Abstract

Hospital service quality was a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. Service quality which was provided by medical staff emphasizes the actual hospital service process.  In the hospital, patients’ satisfaction could be widely used to determine hospital service quality. The purpose of this study was to analyze the influence of medical staff services quality on patients satisfaction based on SERVQUAL dimensions. This study used an analytic observational design with cross-sectional approach. There were 314 respondents taken from inpatients hospital admission using simple random sampling. Based on regression analysis results, five dimensions of health services quality affect patients’ level of satisfaction and obtained the equation of Y = 0.026 + 0.226X1 + 0.332X2 + 0.1X3 + 0.075X4 + 0.235X5, this explained  that patients’ satisfaction was affected by all dimensions of health service quality (RATER) simultaneously. However, different values will be obtained if all dimensions were measured separately, range from 10% to 33.2%.  It could be concluded that patients’ satisfaction were influenced by the quality of medical staff services through its five components: reliability, assurance, tangible, empathy and responsiveness.
Co-Authors Amira Putri Handini Ananingati Anung Putri Illahika Aprinia, Aqni Aulia, Yusrin Ayuningtyas, Aulia Putri Badrul Munir Bhisma Murti Didik Tamtomo Didik Tamtomo, Didik Dwi Nurwulan Pravitasari Farajihan Febri Endra Budi Setyawan Febrianti, Delima Puspita Handaja, Djaka Haryanto, Ricky Hawin Nurdiana Isbandiyah Joko Susilo Khaulah, Mauhibah Lestari, Retno Maharani, Shintya Devina Meddy Setiawan Moch. Ma’roef Muchammad Arif Fanani Nugroho, Iqbal Agung Prasetyo, Nafia Pratama, Proboyudha Purnaning Wahyu Prabarini Putrinahrisyah, Muthia Rahardjo, Abdi Malik Ramadhan, Muhammad Faradian Ramdhany, Fikri Krisda Retno Lestari Ricky Haryanto rubayat indradi Sander, Mochammad Aleq Stefanus Supriyanto Sudarmaji Sumarauw, Pamela Andria Putri Kusuma Triastuti, Nunung Viva Maiga Mahliafa Noor Wa Ode Nurlaily Hanifaty Widyawati, Eva Zerlina Yusrin Aulia