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All Journal The Health Researchers Journal Journal for Research in Public Health
Imam Suprapto, Sentot
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Health Professions Nursing Public Health

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THE EFFECT OF HEALTH SERVICE QUALITY ON THE LEVEL OF SATISFACTION OF INPATIENTS AT BHAYANGKARA TK.II HOSPITAL BALIKPAPAN Rivaldi, Achmad; Imam Suprapto, Sentot; Wardani, Ratna
The Health Researcher's Journal Vol. 2 No. 01 (2025): The Health Researchers Journal
Publisher : The SDGS Forum Communication

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.00000/w21r6r16

Abstract

Quality healthcare services are a key factor in determining patient satisfaction levels, especially for hospitals competing to provide the best services. This study aims to analyze the impact of healthcare service quality on inpatient satisfaction at Bhayangkara Level II Hospital Balikpapan. The study employs a quantitative method with a descriptive approach. The research sample consists of 115 inpatients selected using a purposive sampling technique. The results indicate that physical evidence and reliability do not have a significant impact on patient satisfaction, with significance values greater than 0.05. Meanwhile, responsiveness, assurance, and empathy have a positive and significant effect on patient satisfaction, with significance values less than 0.05. This finding confirms that patient satisfaction is more influenced by healthcare workers' responsiveness, service assurance, and empathetic interactions with patients rather than physical facilities or procedural reliability. Therefore, improving healthcare service quality at Bhayangkara Level II Hospital Balikpapan should focus on enhancing communication, healthcare workers' skills, and providing a sense of security to patients to increase their satisfaction
Analysis of The Achievement of The Minimum Service Standard See From the Quality of Service and Patient Satisfaction In The Installation Of Pharmaceutical Pharmaceuticals In RSI Malang "UNISMA" Musyrifah; Imam Suprapto, Sentot; Sari, Nia
Journal for Research in Public Health Vol. 1 No. 1 (2019): July
Publisher : Master of Public Health Program Universitas STRADA Indonesia

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Abstract

Facing the era of intense competition that needs to be trained by hospitals is patient satisfaction, patient satisfaction is closely related to quality service quality and service quality is evaluated by achieving minimum service standards that are in accordance with standards. The existence of preliminary data from the RSI about pharmacy service satisfaction figures in terms of facilities 95.2%, waiting time 77.4%, friendliness 95.2%, accuracy 91.9%, where this data still needs more in-depth research to obtain satisfaction figures valid. The purpose of this study was to determine the effect of service quality on patient satisfaction and the achievement of Minimum Service Standards for outpatient pharmacy installation in Malang Hospital "Unisma". This type of research is quantitative with observational analytic using cross sectional. The population in this study were all patients who visited who had received medication services, taking samples by simple random sampling of 136 samples, using questionnaires. Analyze data with path analysis. The results showed that the path coefficient of Service Quality to satisfaction of 0.425 showed a positive effect. The path coefficient of Service Quality towards achievement of MSS of 0.413 shows a positive influence, the path coefficient of Patient Satisfaction with achievement of MSS of 0.166 shows a positive influence. To improve the quality of service, it will be followed by achieving good standards, so patient satisfaction will also increase. From the results of this study it can be concluded that the better the Quality of Service, the better Patient Satisfaction. The better the Quality of Service, the better the Achievement of Minimum Service Standards and the better the Patient Satisfaction, the better the Quality of Service Standards.
Co-Authors Musyrifah Ratna Wardani Rivaldi, Achmad Sari, Nia