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All Journal Journal of Hospital Management
Bambela, Innes Dewi Noviany
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Economics, Econometrics & Finance Health Professions

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Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Rumah Sakit: Literature Review Bambela, Innes Dewi Noviany; Temesvari, Nauri Anggita
Journal of Hospital Management Vol 4, No 02 (2021): Journal of Hospital Management
Publisher : Lembaga Penerbitan Universitas Esa Unggul

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47007/johm.v4i02.4754

Abstract

Patient satisfaction is an important thing that must be maintained in the hospital. Intense competition from all hospitals to shape patient satisfaction in the era of globalization depends on the quality of services provided. The purpose of this study was to measure the effect of service quality on patient satisfaction in hospitals based on tangible, reliability, responsiveness, assurance, and empathy dimensions. This study used the literature review method with the topic of patient satisfaction. As for the 126 articles recorded, then 27 articles were selected that match the research criteria. The results showed the tangible dimension (23 articles), the dimensions of reliability, responsiveness, and empathy (22 articles) and the assurance dimension (20 articles which stated that there was an effect on patient satisfaction. Simultaneously, the magnitude of the effect of the service quality dimension was more than 50% on patient satisfaction.
Co-Authors Temesvari, Nauri Anggita