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Journal : Interdisciplinary Social Studies

Inpatient satisfaction with hospital services in Indonesia: A systematic review Hapsari, Kanya; Sriatmi, Ayun; Kartini, Apoina
Interdisciplinary Social Studies Vol. 3 No. 1 (2023): October-December 2023 (Regular Issue)
Publisher : International Journal Labs

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55324/iss.v3i1.563

Abstract

Inpatient satisfaction is influenced by the quality of services provided by the hospital. The quality of service in question consists of Reliability, Assurance, tangibility, Empathy and Responsiveness. The aim of this research is to estimate and analyze the influence of the quality of inpatient services on patient satisfaction in hospitals. This research is a systematic review and metaanalysis research using the PRISMA diagram. Article searches were carried out based on the PICO Model eligibility criteria. P= InPatient; I = Good service quality; C= Poor Service Quality; O= Patient Satisfaction. Electronic literature was searched in 4 databases : Google Scholar, Research Gate, PubMed and Elsevier, for articles published on 2020-2023. With keywords including "service quality" AND "patient satisfaction" AND "Inpatient" AND "hospital" AND "cross sectional". Articles were analyzed using the PRISMA diagram and the Review Manager application. An article with a cross sectional study design that will be used as a source for meta-analysis of the influence of inpatient service quality on patient satisfaction in hospitals. The factors of service quality studied consisted of Reliability (reliability), Assurance (confidence), Tangible (physical appearance), Empathy (attention) and Responsiveness (responsiveness) which were proven to be able to influence patient satisfaction. The most dominant factors are Reliability, Empathy, and Responsiveness where the Sig. value is 0.000. Based on the research presented, it can be concluded that there is a significant relationship between service quality and patient satisfaction. All aspects of service quality, namely tangible, reliability, assurance, empathy, and responsiveness, are significantly related to patient satisfaction.
Co-Authors - Mukhfi - Suyatno Adriana Rizki Novita Agnes Styfani Meko Ahmad Syauqy Alfan Afandi Alfi Fairuz Asna Anggray Duvita Wahyani Ani Margawati Anies Anies Anna Herdina Ari Suwondo Ari Yulistianingsih Aulia Medina Sulistyowati Ayu Silvia Ayun Sriatmi Azkia, Bardiatul Bagoes Widjanarko Baju Widjasena Bintang Agustina Pratiwi Budhi R, Kamilah Budiyono Budiyono Cahaya Asdhany Cahya Tri Purnami Cahya Tri Purnami Cahya Tri Purnami, Cahya Cahyo Setiawan Camelia Nurjannah Chairunnisa, Syifa Al Janna Christin Desi Anggreyenti Dea Indartanti Dewi, Putu Lina Paramitha Dhea Salisa, Merisha Dian Fajriyah Pangestika Dian Ratna Sawitri Dina Rahayuning Pangestuti Dina Rahayuning Pangestuti, Dina Dini Indah Fauziah Distrika Philani Diwian Jaya Putra, I Putu Okta Donny Kristanto Mulyantoro dr. Antono Suryoputro, MPH., Ph.D Dwi Sutiningsih Dyah Krisnawati Dyah Primasari Dyah Umiyarni Purnamasari Efa Nugroho Eka Putri Rahmadhani Elisa Henny Eni Rumiyati Erizka Marwita Triyonate, Erizka Marwita Etika Hasna Dina Putri Etika Ratna Noer Eva Novianingsih Farid Agushybana Ferdian, Nizaar Ferry Ardhiansyah Fifiantyas Amalia Fillah Fithra Dieny Firmansyah Kholiq Pradana PH Fitry, Febriana Ramadhani Fristiwi, Pingkan Ghodiq Ufthoni Gunawan, Novia Riansari Habibah Abidin Hapsari, Kanya Hapsari, Rani Ayu Hendrawati, Menik Hendrixus Eko Surani Putro Heni Irawati Heri Gunawan Hermawati, Bertakalswa Hertanto Wahyu Subagio Hesti Ardini Rakhmiditya Hidayati Hidayati Ida Nurmawati Ilmiati, Fatia Indri Mulyasari Intan Claudina Jamhari Jamhari Jasman - - Jatu Safitri Cahyahati Jauharany, Firdananda Fikri Jayawarsa, A.A. Ketut Kamilah Budhi Rahardjani Karisma, Putu Ayu Khikmah Wati Kusworo Adi LA MANI, LA Laksmi Widajanti Latifahanun, Este Lidiyawati Lidiyawati Liyana Putri Afifah Lu lu atul Khodijah M. Zen Rahfiluddin Ma'rifah Tri Citra Mahalul Azam Mandati, Dewi Anjani Mardiana Mardiana Mardiana Mardiana Martha Irene Kartasurya Martini - - Martini Martini Maya Erisna Meliati, Linda Merisha Dhea Salisa Mexitalia Setiawati Miftahul Mualimah Mochamad Abdul Hakam Mohammad Zen Rahfiludin Muflihatul Muniroh Muhtar, Muhammad Solihuddin Muniroh, Muflihatul Mursid Raharjo Naila Fauziatin Naili Farida Naintina Lisnawati Natalia Kristiani Nidya, Indriana Rahma Nizaar Ferdian Novia Luthviatin Novie Susanto Nunung Wulandari Nurjazuli Nurjazuli Nurul Dewi Anggraeni Nurul Laili Hidayati Rizqie Olivionita, Vita Onny Setiani Oqi Bintang Hapsari Ossie Happinasari Prastika Yulianasari Putra, I Putu Okta Diwian Jaya Putri Tiara Nur Mahardika Putu Ayu Karisma Rafika Farianita Ragil Sri Pamungkas rahmuniyati, merita eka Rasipin Rasipin Rasnasuri, Dita Ratna Indriati Retno Widyaningsih, Retno Rhisma Nasita Sianti Rhosidatus Salamah Rieny, Elzha Geniz Rizki Putri Anjani Rizky Aprilianti Lestari Rohma Yuanita Rohmatul Bariroh Al Faiqoh Ronny Aruben Rudi Pangarsaning Utami Rukman, Pingkan Fristiwi Runjati S. A. Nugraheni S. Fatimah Pradigdo S.A Nugraheni S.A. Nugraheni Safitri, Vania Arthamevia Sania Lailatul Rahmi Saraswati, Rizki Septia Sarman Sentha Kusuma PJ Septo Pawelas Arso Sianti, Rhisma Nasita Silvia Agus Widyaningtyas Sinta Lestari Sinta Wati Siti Fatimah SITI FATIMAH Siti Fatimah Siti Fatimah Siti Fatimah Muis Siti Fatimah Pradigdo Siti Fatimah-Muis, Siti Soakakone, Minnalia Sofwan Indarjo Solly Aryza Sophia Rose Sri Achadi Nugraheni Sri Achadi Nugraheni Sri Djokomoeljanto Sri Winarni Suhartono Suhartono Suhartono Suhartono, Suhartono Suharyo Hadisaputro Sulistyawati Sulistyawati Supriyana Supriyana Suroto Suroto Susi Yunita Haryanti Sutopo Patria Jati Suyatno Suyatno Suyatno Suyatno Suyatno Suyatno Syamsul Arifin Syamsulhuda BM Talitha Rahma Nur Aini Thomas Triadi Putranto, Thomas Triadi Tri Joko Vania Retno Nurastrini Wa Ode Asma Isra Wahyu Ratri Sukmaningsih Widya Widya Wulandari, Nunung Yusfina Modesta Rua Yusniar Hanani Darundiati Zahroh Shaluhiyah Zhafira, Shabrina Nuril