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All Journal Journal Research of Health Administration and Public Health (JRHAPH)
Andi Mikhrunnisai
Program Studi Administrasi Kesehatan, Fakultas Ilmu Kesehatan, Universitas Puangrimaggalatung, Wajo
Public Health

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Peran Serviscape dalam Membangun Citra Rumah Sakit: Studi pada Unit Rawat Inap RSUD Lamaddukkelleng Sengkang Andi Mikhrunnisai; Anugerah Yanuar Azis; A.Nur Azizah; Nur Fadilah Fitra
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 2 No. 1 (2026): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/h4n3j988

Abstract

Servicescape, or the physical environment of a hospital, is an important factor that can shape patients' perceptions of the image of a healthcare institution. A clean, comfortable, well-organized environment supported by adequate facilities has the potential to enhance patients' trust in the hospital. This study aimed to determine the relationship between servicescape and hospital image in the Inpatient Unit of Lamaddukkelleng Regional General Hospital, Sengkang. A cross-sectional study design was employed using a proportional stratified random sampling technique. The study sample consisted of 100 respondents selected from a population of 14,204 patients. Data were collected using a structured questionnaire and analyzed through univariate and bivariate analyses using the Chi-Square test. The results showed that 68 respondents (68.0%) rated the servicescape as adequate, while 32 respondents (32.0%) rated it as inadequate. A total of 72 respondents (72.0%) had a positive perception of the hospital image, whereas 28 respondents (28.0%) had a negative perception. Among respondents who rated the servicescape as adequate, 54 (79.4%) had a positive perception of the hospital image, while only 18 respondents (56.3%) in the inadequate servicescape group had a positive perception. The Chi-Square test yielded a p-value of 0.030 (p < 0.05), indicating a significant relationship between servicescape and hospital image. It can be concluded that a well-maintained physical environment plays an important role in building a positive hospital image. Hospital management should continuously improve cleanliness, facility adequacy, room comfort, lighting, and environmental layout to strengthen patients' trust and positive perceptions of hospital services. Improving servicescape quality is expected to enhance patient experience, loyalty, and hospital competitiveness in healthcare delivery.
Kesenjangan antara Harapan dan Pelayanan Pasien JKN terhadap Aspek Hubungan Antar Manusia di Instalasi Rawat Inap RSUD Haji Makassar Idarwati Mustafa; Andi Mikhrunnisai; Anugerah Yanuar Azis; Khusnul Khatimah
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 1 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/qj8whp27

Abstract

Interpersonal relationships in healthcare services, particularly in inpatient settings, are fundamental aspects that significantly influence patients’ perceptions and satisfaction levels. Among participants of the National Health Insurance (JKN) program, discrepancies are often observed between their expectations and the actual services received. These gaps commonly relate to communication, empathy, and the attentiveness of healthcare providers toward patients. This study aims to identify the differences between patient expectations and the services received, specifically regarding interpersonal aspects in the inpatient care unit of RSUD Haji Makassar. This research employed a quantitative design with a cross-sectional approach. A total of 98 respondents patients from class I, II, and III inpatient services were selected using quota sampling from a population of 41,663 patients. Data were collected through a structured questionnaire and analyzed using univariate methods and the Importance Performance Analysis (IPA) approach. The results showed that the average expectation score was 3.16, while the average score of received services was 3.06. The overall conformity level was 96.89%, indicating a noticeable gap that needs improvement. The highest satisfaction was found in the item "reception staff friendliness" (98.39%), while the lowest was "nurses' attention to patients’ physical and emotional conditions" (95.15%). These findings highlight the need to improve the quality of interpersonal communication in healthcare through communication training and continuous service quality evaluation.
Hubungan Accessibility dengan Citra Rumah Sakit di Ruang Rawat Inap RSUD Lamaddukkelleng Sengkang Andi Mikhrunnisai; A Nur Azizah; Khaeriah B; Ruslang Ruslang; Nurdiana Nurdiana
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 1 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/v4dh4c44

Abstract

The image of a hospital reflects the public's perception of the quality of services provided by a healthcare institution. This perception is shaped by various factors, one of which is accessibility. Easy and adequate access such as a strategic location, available transportation, and convenience in obtaining services is believed to enhance patient satisfaction and contribute to a positive image of the hospital. This study aims to determine the relationship between accessibility and hospital image among inpatient service users at RSUD Lamaddukkelleng Sengkang. This research employed a quantitative design with a cross-sectional approach. A total of 100 respondents were selected from a population of 14,204 inpatients using proportional stratified random sampling. Inclusion criteria included patients who were hospitalized for more than 2×24 hours, were conscious, able to be interviewed, and for children, accompanied by a parent or legal guardian. Data were collected using a structured questionnaire and analyzed using the Chi-Square test with the assistance of SPSS version 16. The results showed that 73% of respondents rated hospital accessibility as adequate, and 72% perceived the hospital image as positive. The statistical analysis yielded a p-value of 0.000, indicating a significant relationship between accessibility and hospital image. Therefore, the better the patient's access to hospital services, the more positive the hospital's image in the public's perception.
Korelasi Layanan Pemulihan dengan Citra Rumah Sakit di Ruang Rawat Inap RSUD Lamaddukkelleng Sengkang Andi Mikhrunnisai; Anugerah Yanuar Azis; A. Nur Azizah; Nur Fadilah Fitrah
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 2 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/mnsd4a28

Abstract

In modern hospital management, the relationship between service recovery and hospital image is a strategically crucial aspect for maintaining institutional credibility. RSUD Lamaddukkelleng Sengkang faces challenges related to the effectiveness of communication and inconsistent complaint handling, which potentially influence patients’ perceptions. This study aimed to examine the correlation between service recovery and hospital image in the inpatient wards of RSUD Lamaddukkelleng Sengkang. A cross-sectional approach was employed, using proportional stratified random sampling with 100 respondents drawn from a total patient population of 14,204. Inclusion criteria included patients who had undergone a minimum of 2 × 24 hours of inpatient care and were in a conscious state. Data were collected through questionnaires and analyzed using the Chi-Square test with SPSS version 16. The results indicated that the majority of respondents rated service recovery as adequate (62.0%) and hospital image as positive (72.0%). Bivariate analysis revealed a significant relationship between service recovery and hospital image. Most respondents (56.0%) who rated service recovery as adequate also provided a positive assessment of the hospital image. These findings confirm that the quality of service recovery plays a critical role in shaping the institution’s reputation. Effective service recovery not only addresses complaints but also rebuilds patients’ trust and loyalty. Strategies such as improving human resource competencies, developing integrated management information systems for rapid response, and maintaining the quality of the hospital’s physical environment are necessary to sustainably strengthen the hospital’s positive image.
Analisis Kesenjangan antara Harapan dan Pelayanan yang Diterima Terkait Informasi di Instalasi Rawat Inap RSUD Haji Makassar Idarwati Mustafa; Khaeriah B; Andi Mikhrunnisai
Journal Research of Health Administration and Public Health (JRHAPH) Vol. 1 No. 2 (2025): Journal Research of Health Administration and Public Health (JRHAPH)
Publisher : Lentera Pena Cendekia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.0425/bkpcxk08

Abstract

The quality of healthcare in a patient-centered care model heavily depends on patients’ perceptions, with the provision of clear information being a critical component. Gaps between patients’ expectations and the actual information received often lead to dissatisfaction and decreased trust in healthcare providers. This study aimed to analyze the gap between patients’ expectations and the services received regarding information provision in the Inpatient Unit of RSUD Haji Makassar. This observational study employed a cross-sectional design. The study population consisted of all inpatients in 2015, and a total of 98 respondents were selected using quota sampling. Data were analyzed univariately, and the Importance Performance Analysis (IPA) method was applied to map priority areas for service quality improvement based on the comparison between expectations and performance. The average alignment between patients’ expectations and the services received was relatively high, at 93.83%. Nurse communication performance (95.47%–96.43%) was found to be more optimal compared to the information provided by doctors (91.88%–93.35%). Based on the IPA analysis, the aspects prioritized for immediate improvement (Quadrant I) were doctors’ explanations regarding diagnosis results, treatment risks, and medication side effects. The lowest alignment was observed in doctors’ explanations concerning treatment risks (91.91%). The higher alignment in nursing services can be attributed to nurses’ more frequent contact with patients compared to doctors, who face time constraints and irregular visit schedules. To minimize these gaps, hospital management should enhance doctors’ communication competencies through targeted training, implement structured visit schedules, and strengthen interprofessional collaboration. These strategies are crucial to improving patient safety and maintaining high standards of public healthcare service quality.
Co-Authors A Nur Azizah A. Nur Azizah A.Nur Azizah Anugerah Yanuar Azis Idarwati Mustafa Khaeriah B Khusnul Khatimah Nur Fadilah Fitra Nur Fadilah Fitrah Nurdiana Nurdiana Ruslang Ruslang