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All Journal NurseLine Journal Jurnal Pendidikan dan Konseling Psychiatry Nursing Journal (Jurnal Keperawatan Jiwa) Indonesian Journal of Community Health Nursing FUNDAMENTAL AND MANAGEMENT NURSING JOURNAL Jurnal EduHealth Lentera Perawat Prosiding Seminar Nasional Pengabdian Kepada Masyarakat Community Development in Health Journal Synthesis Global Health Journal Lontara Journal Of Health Science And Technology Jurnal Ners dan Kebidanan (Journal of Ners and Midwifery) Prosiding Konferensi Nasional Ilmu Kesehatan STIKES Adi Husada
Firnanda Erindia
Faculty Of Nursing, Universitas Airlangga, Surabaya, East Java, Indonesia
Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Education Engineering Environmental Science Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Mathematics Medicine & Pharmacology Nursing Public Health Veterinary Other

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Journal : Lentera Perawat

 1 
Analysis of health service quality and its association with patient satisfaction in hospital: A cross-sectional study Cahyo, Danisyah; Kurniawan, Afif; Iswati, Iswati; Erindia, Firnanda
Lentera Perawat Vol. 6 No. 4 (2025): October - Desember
Publisher : STIKes Al-Ma'arif Baturaja

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52235/lp.v6i4.589

Abstract

Background: Patient satisfaction is a core indicator of healthcare performance and a major determinant of service utilization, trust, and loyalty. The quality of healthcare services is influenced by multiple dimensions, and the SERVQUAL (RATER) framework is widely used to assess patient perceptions of service quality. Evidence from Indonesian maternal and child hospitals remains limited, particularly regarding the role of tangible and interpersonal service attributes. Objective: This study aimed to analyze the association between health service quality based on RATER dimensions and patient satisfaction at RSIA IBI Surabaya. Methods: A quantitative analytic study with a cross-sectional design was conducted among 60 respondents selected using purposive sampling. Data were collected using a structured questionnaire with a four-point Likert scale and analyzed using Spearman Rank correlation to examine the relationship between each RATER dimension and satisfaction levels. Ethical principles were maintained through informed consent, anonymity, and voluntary participation. Results: Most respondents perceived the quality of healthcare services as high across the RATER dimensions, dominated by empathy (65.0%) and tangibles (60.0%). Patient satisfaction was also mostly high (83.3%). All dimensions demonstrated statistically significant correlations with satisfaction (p < 0.05), where tangibles (r = 0.615) and responsiveness (r = 0.592) were identified as the strongest predictors. Conclusion: Health service quality strongly influences patient satisfaction, particularly through physical facilities and responsiveness. Hospitals should prioritize improvements in facility readiness, timely service delivery, and patient-centered communication to enhance satisfaction and loyalty. Future studies involving larger and multicenter populations are recommended to strengthen external validity.
The relationship between service quality and patient satisfaction in internal medicine outpatient care: A cross-sectional study Alfrian, Brico; Tjokro, Silvia Haniwijaya; Kristiani, Rina Budi; Erindia, Firnanda
Lentera Perawat Vol. 6 No. 4 (2025): October - Desember
Publisher : STIKes Al-Ma'arif Baturaja

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.52235/lp.v6i4.599

Abstract

Background: Service quality is a critical determinant of patient satisfaction and plays an essential role in shaping patient experiences in outpatient care settings. Ensuring high-quality services is a priority for hospitals, particularly in internal medicine clinics where patient volumes and clinical needs are substantial. Objective: This study aimed to analyze the relationship between healthcare service quality and patient satisfaction among outpatients at the Internal Medicine Clinic of Husada Utama Hospital Surabaya. Methods: This cross-sectional quantitative study involved 49 respondents selected through probability sampling from a total outpatient population of 24,262 visits. Data were collected using structured questionnaires, interviews, observations, and documentation, and were analyzed using descriptive statistics and Spearman’s rank correlation with a significance level of p < 0.05. Results: Most respondents perceived service quality as adequate (67.3%) and reported patient satisfaction at an adequate level as well (61.2%). The Spearman correlation test indicated a moderate, positive, and significant association between service quality and patient satisfaction (ρ = 0.632, p = 0.000), suggesting that higher service quality contributed to increased satisfaction. Conclusion: Service quality demonstrated a significant contribution to patient satisfaction in the Internal Medicine Clinic, highlighting the need for continuous improvement in service responsiveness, empathy, reliability, and physical facilities. The hospital is encouraged to enhance communication skills among staff, streamline service processes, optimize waiting room facilities, and implement regular evaluation mechanisms to strengthen patient-centered care and sustain long-term patient trust.
Co-Authors Achsan Tudhonny Ah Yusuf, Ah Ahla Chayatush Sholichah Akhmad Huda Alfiah Nurcholidah Alfrian, Brico Andi Safutra Suraya Anie Trie Indiartinie Budiawan, Putri Ayu Madedi Cahyo, Danisyah Chindy Maria Orizani Faridah Mohd Said Fitriatul Jannah Hilda Dea Revani Imamatul Faizah Istiana, Dina Iswati Iswati, Iswati Jayasree S Kanathasan Kristiani, Rina Budi Kurniawan, Afif Kushariyadi Kushariyadi Ma'ma Mumajad Ma’ma Mumajad Nurwahidah Nurwahidah Priambodo, Rian Romadhon, Wimar Anugrah RR Dian Tristiana Savage, Eileen Sigit Mulyono Siti Hardiyanti SITI NURJANAH Sofyan Hadi Hasibuan Soleha, Umdatus Susanti Susanti Suyono Suyono Tjokro, Silvia Haniwijaya Yura Witsqa Firmansyah Zahrotul Jannah