Persepsi Pasien tentang Kualitas Layanan Mempengaruhi Kepuasan Pasien Rawat Inap Kelas III Rumah Sakit
DOI:
https://doi.org/10.12928/dpphj.v14i1.1809Keywords:
quality, satisfaction, servequal, inpatient servicesAbstract
Background: The higher quality of hospital services will cause customers to have a high level of satisfaction and behavior. The purpose of the study was to analyze the quality of hospital inpatient services. Method: The survey research method used cross-sectional design. The sample of this study was 172 third class inpatients in PKU Muhammadiyah Gamping Hospital determined by consecutive sampling. Results: The results of study showed that patients' perceptions about the quality of inpatient services were mostly good on all dimensions (58%), most patients feel satisfied (63%). Conclusion: Education is significantly related to patients' perceptions of the quality of the hospital inpatient services. The experience of patients being treated in hospital is significantly related to inpatient satisfaction. Patients' perceptions of the quality of hospital inpatient services are significantly related to patient satisfaction. The quality dimension that needs to be improved is empathy, while the best is reliability.
References
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30. Kim J, Han W. Improving Service Quality in Long-term Care Hospitals: National Evaluation on Long-term Care Hospitals and Employees Perception of Quality Dimensions. Osong Public Heal Res Perspect 2012; 3: 94–99.
31. Handayani PW, Hidayanto AN, Sandhyaduhita PI, et al. Strategic hospital services quality analysis in Indonesia. Expert Syst Appl 2015; 42: 3067–3078.
32. Ahmed S, Abd Manaf NH, Islam R. Measuring quality performance between public and private hospitals in Malaysia. Int J Qual Serv Sci. Epub ahead of print 2017. DOI: 10.1108/IJQSS-02-2017-0015.
33. Ahmed S, Md K, Tarique. Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. Int J Health Care Qual Assur 2017; 30: 477–488.
34. Turan A, Bozaykut T. Analyzing perceived healthcare service quality on patient related outcomes. Int J Qual Serv Sci 2016; 8: 478–497.
35. Khanchitpol Y, Johnson William C. Leadership in Health Services Measuring hospital out-patient service quality in Thailand. Leadersh Heal Serv An Int J Int J Heal Care Qual Assur 2013; 26: 338–355.
36. Stepurko T, Pavlova M, Groot W. Overall satisfaction of health care users with the quality of and access to health care services: a cross-sectional study in six Central and Eastern European countries. BMC Health Serv Res. Epub ahead of print 2016. DOI: 10.1186/s12913-016-1585-1.
37. Alshehri A, Alomar Y, Mohammed G, et al. A survey on postanesthetic patient satisfaction in a university hospital. Saudi J Anaesth. Epub ahead of print 2015. DOI: 10.4103/1658-354X.158499.
38. Chen CH, Liau YJ, Wu PF. Inpatient satisfaction with TCM medication counseling services provided by pharmacists. Eur J Integr Med. Epub ahead of print 2012. DOI: 10.1016/j.eujim.2012.02.002.
39. Mishra PH, Gupta S. Study of patient satisfaction in a surgical unit of a tertiary care teaching hospital. J Clin Orthop Trauma. Epub ahead of print 2012. DOI: 10.1016/j.jcot.2012.04.002.
40. Devadasan N, Criel B, Damme W Van, et al. Community health insurance schemes & patient satisfaction - evidence from India i. Indian J Med Res 2011; 133: 40–49.
41. Sudhan A, Khandekar R, Deveragonda S, et al. Patient satisfaction regarding eye care services at tertiary hospital of central India. Oman J Ophthalmol; 4. Epub ahead of print 2011. DOI: 10.4103/0974-620X.83657.
42. Shuv-Ami A, Shalom T. International Journal of Organizational Analysis Demographic differences of perceived service quality in emergency rooms of hospital organizations"Factor selection for service quality evaluation: a hospital case study". Int J Organ Anal TQM J Iss Int J Heal Care Qual Assur 2017; 25: 282–294.
43. Shan L, Li Y, Ding D, et al. Patient satisfaction with hospital inpatient care: Effects of trust, medical insurance and perceived quality of care. PLoS One. Epub ahead of print 2016. DOI: 10.1371/journal.pone.0164366.
44. Derebe MM, Shiferaw MB, Ayalew MA. Low satisfaction of clients for the health service provision in West Amhara region, Ethiopia. PLoS One. Epub ahead of print 2017. DOI: 10.1371/journal.pone.0179909.
45. Izadi A, Jahani Y, Rafiei S, et al. International Journal of Health Care Quality Assurance"Factor selection for service quality evaluation: a hospital case study". Int J Heal Care Qual Assur Int J Heal Care Qual Assur Iss Int J Heal Care Qual Assur 2017; 30: 656–663.
46. Lin HC. A study on women’s perceptions regarding the requirements and satisfaction of a hospital environment. Genomic Med Biomarkers, Heal Sci 2011; 3: 63–71.
47. Mitropoulos P, Vasileiou K, Mitropoulos I. Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece. J Retail Consum Serv 2017; 0–1.
48. Puri N, Gupta A, Aggarwal AK, et al. Outpatient satisfaction and quality of health care in North Indian medical institute. Int J Health Care Qual Assur. Epub ahead of print 2012. DOI: 10.1108/09526861211270631.
49. Lee S, Kim EK. The Effects of Korean Medical Service Quality and Satisfaction on Revisit Intention of the United Arab Emirates Government Sponsored Patients. Asian Nurs Res (Korean Soc Nurs Sci) 2017; 11: 142–149.
50. Sika Avortri Andy Beke Gordon Abekah-Nkrumah G, Hollins Martin C, Fleming V, et al. International Journal of Health Care Quality Assurance Predictors of satisfaction with child birth services in public hospitals in Ghana Predictors of satisfaction with child birth services in public hospitals in Ghana. Int J Heal Care Qual Assur Int J Heal Care Qual Assur Int J Heal Care Qual Assur Iss Int J Public Sect Manag 2011; 24: 223–237.
2. Amin M, Zahora Nasharuddin S. Hospital service quality and its effects on patient satisfaction and behavioural intention. An Int J Benchmarking An Int J Iss Int J Heal Care Qual Assur 2013; 18: 238–254.
3. Mohamed B, Azizan NA. Perceived service quality’s effect on patient satisfaction and behavioural compliance. Int J Health Care Qual Assur 2015; 28: 300–314.
4. Baernholdt M, Keim-Malpass J, Hinton ID, et al. A Comparison of Quality of Care in Critical Access Hospitals and Other Rural Hospitals. Online J Rural Nurs Heal Care; 14. DOI: 10.14574/ojrnhc.v14i2.328.
5. Tehrani AB, Feldman SR, Camacho FT, et al. Patient Satisfaction with Outpatient Medical Care in the United States. Health Outcomes Res Med 2011; 2: e197–e202.
6. Johansson A, Ekwall A, Wihlborg J. Patient satisfaction with ambulance care services: Survey from two districts in southern Sweden. Int Emerg Nurs 2011; 19: 86–89.
7. Min Li1,#, Douglas Bruce Lowrie1,#, Cheng-Yu Huang2, Xiang-Chan Lu3, Ying-Chu Zhu4, Xing-Hua Wu5, Mayila Shayiti6, Qiong-Zhen Tan7, Hua-Ling Yang8, Si-Yuan Chen2, Pan Zhao2, Sheng-Hua He4, Xiu-Rong Wang9 H-ZL. Evaluating-patients--perception-of-service-quality-_2015_Asian-Pacific-Journ. Asian Pac J Trop Biomed 2015; 5 (6): 497–504.
8. Xu P, Li M, Rst F, et al. Application of case classifi cation in healthcare quality assessment in China. Heal Inf Manag J 2012; 41: 1833–3583.
9. Untachai S. Modeling Service Quality in Hospital as a Second Order Factor, Thailand. Procedia - Soc Behav Sci 2013; 88: 118–133.
10. Mohebifar R, Hasani H, Barikani A, et al. Evaluating Service Quality from Patients’ Perceptions: Application of Importance-performance Analysis Method. Osong Public Heal Res Perspect 2016; 7: 233–238.
11. Asefzadeh S, Gholami S, Rajaee R, et al. Evaluation of the Quality of Health Service Providers: The Iranian People Perspective 2014. Electron physician 2016; 8: 20173–2080.
12. Sidik NA, Lazuardi L, Agung FH, et al. Assessment of the quality of hospital care for children in Indonesia. Trop Med Int Heal 2013; 18: 407–415.
13. Republik Indonesia. Undang-Undang Republik Indonesia Nomor 44 Tahun 2009 tentang Rumah Sakit. Indonesia, 2009.
14. Republik Indonesia. Peraturan Menteri Kesehatan Republik Indonesia Nomor 34 Tahun 2017 tentang Akreditasi Rumah Sakit. Indonesia, 2017.
15. Nila Farid Moeloek. Kebijakan Pembangunan Kesehatan. Jakartahttp://www.depkes.go.id/ (2016).
16. Shafii M, Rafiei S, Abooee F, et al. Assessment of Service Quality in Teaching Hospitals of Yazd University of Medical Sciences: Using Multi-criteria Decision Making Techniques. Osong Public Heal Res Perspect 2016; 7: 239–247.
17. Aliman NK, Mohamad WN. Linking Service Quality, Patients’ Satisfaction and Behavioral Intentions: An Investigation on Private Healthcare in Malaysia. Procedia - Soc Behav Sci 2016; 224: 141–148.
18. Meesala A, Paul J. Service quality, consumer satisfaction and loyalty in hospitals: Thinking for the future. J Retail Consum Serv 2016; 1–9.
19. Suryati, Syaifudin. Hubungan antara Mutu Pelayanan Keperawatan dengan Kepuasan Pasien Rawat Inap Di Kelas III RS. PKU Muhammadiyah Yogyakarta. Sekolah Tinggi Ilmu Kesehatan ’Aisyiyah Yogyakarta, 2012.
20. Wijiwinarsih A. Hubungan Mutu Pelayanan Kebidanan pada Ibu Nifas dengan Tingkat Kepuasan Pasien Di RS PKU Muhammadiyah Unit II Yogyakarta. Universitas ’Aisyiyah Yogyakarta, 2016.
21. Myers JL, Well AD. Research Design and Statistical Analysis. 2nd ed. Mahwah, New Jersey: Lawrence Erlbaum Associates, Inc., 2002.
22. Singer T (ed). Statistical Methods. Second. Burlington, Massachusetts, USA: Academic Press An imprint of Elsevier Science, 2003.
23. Kalaja R, Myshketa R, Scalera F. Service Quality Assessment in Health Care Sector: The Case of Durres Public Hospital. Procedia - Soc Behav Sci 2016; 235: 557–565.
24. Utami L, Hapsari S, Widyandana. Hubungan Antara Sikap dan Perilaku Kolaborasi dan Praktik Kolaborasi Interprofesional Di Ruang Rawat Inap Rumah Sakit Panti Rapih. J Keperawatan Muhammadiyah 2016; 1: 7–15.
25. Elizabeth McCay, Kristin Cleverley, Audrey Danaher NM. Collaborative partnerships- bridging the knowledge practice gap in client-centred care in mental health. J Ment Heal Training, Educ Pract 2015; 10: 51–60.
26. Sinabutar R. Influence of the Quality of Medical and Administrative Services on the Inpatients’ Loyalty at the Adventist Hospital Bandung. Int J Heal Med Sci 2017; 3: 13–22.
27. Parasuraman A, Zeithaml VA, Berry LL. A Conceptual Model of Service Quality and Its Implications for Future Research. Source J Mark 1985; 49: 41–50.
28. Büyüközkan G, Çifçi G, Güleryüz S. Strategic analysis of healthcare service quality using fuzzy AHP methodology. Expert Syst Appl 2011; 38: 9407–9424.
29. Andrade C, Lima ML, Fornara F, et al. Users’ views of hospital environmental quality: Validation of the Perceived Hospital Environment Quality Indicators (PHEQIs). J Environ Psychol. Epub ahead of print 2012. DOI: 10.1016/j.jenvp.2011.12.001.
30. Kim J, Han W. Improving Service Quality in Long-term Care Hospitals: National Evaluation on Long-term Care Hospitals and Employees Perception of Quality Dimensions. Osong Public Heal Res Perspect 2012; 3: 94–99.
31. Handayani PW, Hidayanto AN, Sandhyaduhita PI, et al. Strategic hospital services quality analysis in Indonesia. Expert Syst Appl 2015; 42: 3067–3078.
32. Ahmed S, Abd Manaf NH, Islam R. Measuring quality performance between public and private hospitals in Malaysia. Int J Qual Serv Sci. Epub ahead of print 2017. DOI: 10.1108/IJQSS-02-2017-0015.
33. Ahmed S, Md K, Tarique. Service quality, patient satisfaction and loyalty in the Bangladesh healthcare sector. Int J Health Care Qual Assur 2017; 30: 477–488.
34. Turan A, Bozaykut T. Analyzing perceived healthcare service quality on patient related outcomes. Int J Qual Serv Sci 2016; 8: 478–497.
35. Khanchitpol Y, Johnson William C. Leadership in Health Services Measuring hospital out-patient service quality in Thailand. Leadersh Heal Serv An Int J Int J Heal Care Qual Assur 2013; 26: 338–355.
36. Stepurko T, Pavlova M, Groot W. Overall satisfaction of health care users with the quality of and access to health care services: a cross-sectional study in six Central and Eastern European countries. BMC Health Serv Res. Epub ahead of print 2016. DOI: 10.1186/s12913-016-1585-1.
37. Alshehri A, Alomar Y, Mohammed G, et al. A survey on postanesthetic patient satisfaction in a university hospital. Saudi J Anaesth. Epub ahead of print 2015. DOI: 10.4103/1658-354X.158499.
38. Chen CH, Liau YJ, Wu PF. Inpatient satisfaction with TCM medication counseling services provided by pharmacists. Eur J Integr Med. Epub ahead of print 2012. DOI: 10.1016/j.eujim.2012.02.002.
39. Mishra PH, Gupta S. Study of patient satisfaction in a surgical unit of a tertiary care teaching hospital. J Clin Orthop Trauma. Epub ahead of print 2012. DOI: 10.1016/j.jcot.2012.04.002.
40. Devadasan N, Criel B, Damme W Van, et al. Community health insurance schemes & patient satisfaction - evidence from India i. Indian J Med Res 2011; 133: 40–49.
41. Sudhan A, Khandekar R, Deveragonda S, et al. Patient satisfaction regarding eye care services at tertiary hospital of central India. Oman J Ophthalmol; 4. Epub ahead of print 2011. DOI: 10.4103/0974-620X.83657.
42. Shuv-Ami A, Shalom T. International Journal of Organizational Analysis Demographic differences of perceived service quality in emergency rooms of hospital organizations"Factor selection for service quality evaluation: a hospital case study". Int J Organ Anal TQM J Iss Int J Heal Care Qual Assur 2017; 25: 282–294.
43. Shan L, Li Y, Ding D, et al. Patient satisfaction with hospital inpatient care: Effects of trust, medical insurance and perceived quality of care. PLoS One. Epub ahead of print 2016. DOI: 10.1371/journal.pone.0164366.
44. Derebe MM, Shiferaw MB, Ayalew MA. Low satisfaction of clients for the health service provision in West Amhara region, Ethiopia. PLoS One. Epub ahead of print 2017. DOI: 10.1371/journal.pone.0179909.
45. Izadi A, Jahani Y, Rafiei S, et al. International Journal of Health Care Quality Assurance"Factor selection for service quality evaluation: a hospital case study". Int J Heal Care Qual Assur Int J Heal Care Qual Assur Iss Int J Heal Care Qual Assur 2017; 30: 656–663.
46. Lin HC. A study on women’s perceptions regarding the requirements and satisfaction of a hospital environment. Genomic Med Biomarkers, Heal Sci 2011; 3: 63–71.
47. Mitropoulos P, Vasileiou K, Mitropoulos I. Understanding quality and satisfaction in public hospital services: A nationwide inpatient survey in Greece. J Retail Consum Serv 2017; 0–1.
48. Puri N, Gupta A, Aggarwal AK, et al. Outpatient satisfaction and quality of health care in North Indian medical institute. Int J Health Care Qual Assur. Epub ahead of print 2012. DOI: 10.1108/09526861211270631.
49. Lee S, Kim EK. The Effects of Korean Medical Service Quality and Satisfaction on Revisit Intention of the United Arab Emirates Government Sponsored Patients. Asian Nurs Res (Korean Soc Nurs Sci) 2017; 11: 142–149.
50. Sika Avortri Andy Beke Gordon Abekah-Nkrumah G, Hollins Martin C, Fleming V, et al. International Journal of Health Care Quality Assurance Predictors of satisfaction with child birth services in public hospitals in Ghana Predictors of satisfaction with child birth services in public hospitals in Ghana. Int J Heal Care Qual Assur Int J Heal Care Qual Assur Int J Heal Care Qual Assur Iss Int J Public Sect Manag 2011; 24: 223–237.
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