Abstract
In line with reforms in the health sector, Sanglah General Hospital in Denpasar continues to improve the quality of its services to satisfy patients. This study aims to determine the effect of service quality variables on the satisfaction of inpatients care at Sanglah Hospital Denpasar. The type of this study was a cross-sectional study with 78 respondents of Askes patients who were hospitalized or their families at Sanglah Hospital Denpasar. The research sample was taken through a purposive sampling technique according to the inclusion criteria. The variables of this study consisted of tangibles, reliability, responsiveness, assurance, and empathy as independent variables and patient satisfaction as the dependent variable. The instrument of this study was a questionnaire with a 5 level Likert scale measurement. Data were analyzed by multiple linear regression analysis. The results of the study show that the dimensions of service have a significant simultaneous effect on patient satisfaction. Next partially three dimensions of service: Responsiveness. Assurance and Empathy have a positive and significant effect on the satisfaction of Askes patients. The dominant free variable is Responsiveness. It is suggested that the tangible and reliability service dimensions can be implemented consistently to satisfy patients.
Highlights
Patient satisfaction is an indication of the success of health efforts
Patients' satisfaction at Sanglah Hospital Denpasar is inseparable from the diagnosis and the form of services provided
Service quality has an impact on Askes patient satisfaction
Summary
As one of the health service institutions, the hospital is expected to provide comprehensive, integrated, fair and affordable services to the community. The hospital has activities to organize health care efforts to maintain and improve optimal health status for the community [10, 11]. To realize optimal health status for the community, health efforts are carried out with the approach of maintaining health promotion, disease prevention, healing of diseases and health rehabilitation which are carried out comprehensively and continuously. Patient satisfaction is an indication of the success of health efforts. Hospital management needs to be oriented toward patient satisfaction. Patient satisfaction can be understood to have a close relationship with the quality of the service it receives
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