Kepuasan Pasien terhadap Pelayanan di Rumah Sakit Pemerintah dan Rumah Sakit Swasta: Tinjauan Literatur

Syah, Bahar
Nadjib, Mardiati

Jurnal ARSI : Administrasi Rumah Sakit Indonesia
Vol. 12, No. 3

Patient satisfaction is an important indicator for assessing the quality and performance of hospital services as it reflects patients’ experiences through the healthcare delivery process; this study explore how patient satisfaction toward hospital services in public and private hospitals by analyzing 23 selected scientific articles published between 2015 and 2024 and gathered from ProQuest, Scopus, PubMed, and ScienceDirect databases from an initial total of 176 articles founded based on inclusion and exclusion criteria, and the findings indicate that service quality has a significant impact toward patient satisfaction in both types of hospitals, with private hospitals generally demonstrating higher satisfaction levels in non medical aspects such as responsiveness, communication, and facility comfort, while public hospitals show advantages in clinical competence, service accessibility, and cost affordability, suggesting that patient satisfaction is influenced by a combination of medical and non medical service dimensions, institutional characteristics, and patient expectations, and these results emphasize that service quality improvement strategies should be tailored to the specific characteristics of each hospital.