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All Journal Jurnal NERS JNKI (Jurnal Ners dan Kebidanan Indonesia) (Indonesian Journal of Nursing and Midwifery) Jurnal Keperawatan Silampari Journal of Telenursing (JOTING) Jurnal Peduli Masyarakat Indonesian Journal of Global Health research TANJUNGPURA JOURNAL OF NURSING PRACTICE AND EDUCATION Jurnal Keperawatan Merdeka
Ricky Prawira
Universitas Diponegoro
Education Health Professions Immunology & microbiology Languange, Linguistic, Communication & Media Medicine & Pharmacology Nursing Public Health Other

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ANALYSIS OF SERVICE QUALITY ON OUTPATIENT PATIENT SATISFACTION: LITERATURE REVIEW Prawira, Ricky; Saputra, Dikki
Tanjungpura Journal of Nursing Practice and Education Vol 7, No 2 (2025)
Publisher : School of Nursing, Faculty of Medicine, Tanjungpura University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.26418/tjnpe.v7i2.96590

Abstract

Background: Healthcare quality is an essential pillar of modern healthcare systems, directly impacting patient satisfaction. This article comprehensively analyzes the influence of the service quality dimension on outpatient satisfaction in hospitals. Through a systematic literature review of various international studies, it was found that there is a strong positive relationship between patient-perceived service quality and their satisfaction levels. The SERVQUAL model, with its five dimensions (tangibles, consent, responsiveness, assurance, and empathy), has proven to be a dominant framework for improving shared care. However, patient perceptions of these dimensions vary contextually, with a combination of expectations and perceptions being the primary drivers of dissatisfaction. Long waiting times and ineffective communication also significantly impact patient satisfaction. Therefore, improving service quality requires a holistic approach that focuses not only on technical improvements but also on managing patient expectations, enhancing staff communication skills, optimizing administrative processes, and addressing staff well-being. Recommendations include the implementation of digital systems, patient-centered training, and information transparency to create a more satisfying outpatient experience and foster patient loyalty.
Co-Authors afriyanti, uni Andrew Johan Andrew Johan Candra Kusuma Negara Chrismilasari, Lucia Andi Dewi, Anggara Fitri Dikki Saputra Gustina, Erma Harokah, Ali Hery Wibowo Jamini, Theresia Nafi'ah, Rizka Hayyu Ra’uf, Muhammad Rifky Ismail Rifky Ismail Suhartini Ismail Suhartini Ismail Suhartini Ismail, Suhartini