Analysis of the dimensions of health service quality on patient satisfaction in the polyclinic of surgical sub-specialists of Royal Prima Hospital Medan, the Year 2024

Abstract

This study focuses on evaluating how different dimensions of health service quality impact patient satisfaction at Royal Prima Medan Hospital's Sub-Specialist Surgery Polyclinic in 2024. Understanding patient satisfaction is crucial as it reflects their expectations, needs, and assessments of the care received, ultimately influencing their loyalty and the hospital's reputation. Using a quantitative non-experimental approach with descriptive and associative analyses, the study involved 133 patients at the polyclinic, with a sample of 60 respondents selected incidentally. Data collection methods included interviews, questionnaires, and secondary data from the hospital. The variables studied were Service Satisfaction, Tangible aspects, Reliability, Responsiveness, Assurance, and Empathy. Ethical considerations were paramount, with approvals from the Health Research Ethics Commission and obtaining Informed Consent from informants/respondents. Validity and reliability tests were conducted on research instruments to ensure data quality. Statistical analysis using Chi-Square tests and multiple logistic regression revealed significant correlations between Reliability, Assurance, Appearance, Responsiveness, Empathy, and Patient Satisfaction. Among these, Empathy emerged as the most influential factor, highlighting the importance of communication, strong relationships, and understanding patient needs in healthcare settings. In conclusion, this study underscores the critical role of service quality dimensions in enhancing patient satisfaction, offering insights for healthcare providers to improve care delivery and patient experiences at Royal Prima Medan Hospital's Sub-Specialist Surgery Polyclinic.