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All Journal Jurnal NERS Qanun Medika - Medical Journal Faculty of Medicine Muhammadiyah Surabaya Jurnal Keperawatan Muhammadiyah FUNDAMENTAL AND MANAGEMENT NURSING JOURNAL Indonesian Academia Health Sciences Journal Jurnal Pengabdian Mandiri
Musrifatul Uliyah
Program Studi Keperawatan, Fakultas Ilmu Kesehatan, Universitas Muhammadiyah Surabaya
Humanities Decision Sciences, Operations Research & Management Education Health Professions Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Social Sciences Other

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Excellent Service and Patient Satisfaction in Health Clinic Services Priyantini, Diah; Marini, Gita; Ulfa, Ariana; Uliyah, Musrifatul
Fundamental and Management Nursing Journal Vol. 6 No. 1 (2023): APRIL 2023
Publisher : Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/fmnj.v6i1.45670

Abstract

Introduction: The application of excellent service has been widely implemented in the clinical setting. Excellent service consists of attitude, appearance, attention, action and accountability that should behave by health professionals including nurse. This study aims to analyze the relationship between excellence service and patient satisfaction at the health clinics in Indonesia. Method:This research is a correlational study with a cross sectional approach. The population of this study was 500 respondents at the Health Clinic. The sampling technique used simple random sampling and obtained a sample of 372 respondents. The independent variable in this study is service excellent and the dependent variable is patient satisfaction. Data analysis used in this study used Spearman's rho with a significant value <0.05. Results: A total of 209 respondents stated excellent with 25 stating very satisfied, 179 satisfied and 5 less satisfied. A total of 64 patients stated that they were not excellent with 5 satisfied respondents and 59 unsatisfied respondents. Based on the Spearman rho test (p = 0.000) it shows that there is a relationship. Conclusion: This study revealed a significant relationship between service excellence and patient satisfaction. Implementing excellent service at the Health Clinic by numbering form, implementing online queues and increasing quality human resources is promising. This practice not only benefited patients as the customer but also health clinics as health provider.
Co-Authors A, Arina Desi Abdul Aziz Alimul Hidayat Aziz, Nahdah Aulia A`im Matun Nadhiroh Dede Nasrullah Ika Novianti Kusuma, Surya Puji Marini, Gita Mukarromah, Nur Priyantini, Diah Siti Aisyah Sukadiono, Sukadiono susanty, ade Ubudiyah, Masunatul Ulfa, Ariana Yeti Eka Sispita Sari Yumni, Fathiya Lutfil