Inpatient Satisfaction To Attribute of Health Service Quality Dimensions in Hospitals in Indonesian
DOI:
https://doi.org/10.30736/md.v12i2.205Keywords:
Patient satisfaction, service quality, hospital, risnakesAbstract
The hospital is one of the health service facilities that play a very important role in providing health services to the community. To increase patient satisfaction in the hospital, it is necessary to evaluate the quality of existing health services both from a technical and administrative perspective. This study aims to describe inpatient satisfaction with the attributes of the health services quality dimension in hospitals in Indonesia. This study used secondary data with a cross-sectional design based on Risnakes data in 2017. The sample used is samples of Risnakes in hospitals in 2017 after deducting missing data, namely 7,287 inpatients from 380 hospitals in Indonesia. Data analysis used univariate analysis. Results of this study showed that the level of inpatient satisfaction to the attribute of health service quality dimensions in private hospitals was better than in government hospitals. In the tangible dimension of the various attributes studied, there are 5 attributes still below the standard of patient satisfaction (90%), while for the reliability dimension there are 2 attributes, the responsiveness dimension 5 attributes, the assurance dimension 2 attributes, and empathy dimensions 3 attributes. To improve the quality of health services, the management of all hospitals in Indonesia needs to routinely evaluate all of the attributes of health service quality dimensions in the hospital.
Â
Â
Downloads
References
Hatibie, Toar.W.J., Pasiak, T., Rattu AJM. Analisis Faktor – Faktor yang Berhubungan dengan Kepuasan Pasien di Instalasi Rawat Jalan Bedah RSUP Prof. Dr. R. D. Kandou Manado. JIKMU. 2015;5(2a):302-310.
Satriyono G, Kristanti D. Pengaruh Kepuasan Pasien Pada Kualitas Pelayanan Rawat Inap Terhadap Niat Discharge Agains Medical Advice ( DAMA ) ( Studi di Rumah Sakit Umum Daerah Pare Kabupaten Kediri ). J Ekon Univ Kediri. 2018;3(2):136-153. doi:10.30737/ekonika.v3i2.190
Rifa’i, M., Madjid, U. I. Implementasi kebijakan tentang standar pelayanan minimal bidang kesehatan di puskesmas garawangi kabupaten kuningan provinsi jawa barat. J Polit Pemerintah. 2016;9(1):25-42.
Bleich SN, Jl C. How does satisfaction with the health-care system relate to patient experience ? Bull World Heal Organ. 2009;2008(87):271-278. doi:10.2471/BLT.07.050401
Pohan IS. Jaminan Mutu Layanan Kesehatan : Dasar-Dasar, Pengertian Dan Penerapan. Jakarta : EGC; 2019.
Hasan, Sabri dan Halim A. Loyalitas Pasien Rumah Sakit Pemerintah : Ditinjau Dari Perspektif Kualitas Layanan, Citra, Nilai dan Kepuasan. J Manaj Indones. 2018;18(3):184-196.
Kementerian Kesehatan. Laporan Survey Indeks Kepuasan Masyarakat Biro Komunikasi Dan Pelayanan Masyarakat Kementerian Kesehatan Republik Indonesia Dalam Menuju Service Excellence Tahun 2017. Vol 53.; 2017. doi:10.1017/CBO9781107415324.004
Permenkes No 129. Peraturan Menteri Kesehatan Republik Indonesia Nomor 129/Menkes/SK/II/2008 Tentang Standar Pelayanan Minimal Rumah Sakit.; 2008.
Parasuraman, Berry, Zeithaml. SERVQUAL : A Multiple-Item Scale For measuring Perseptions Of Service Quality. J Retail. 1988;64(1):12-40.
Muninjaya G. Manajemen Mutu Pelayanan Kesehatan. Jakarta : EGC; 2015.
Kementerian Kesehatan Republik Indonesia. Buku 2 Laporan Riset Ketenagaan Di Bidang Kesehatan (Risnakes) Tahun 2017 : Rumah Sakit.; 2018.
Piranti K. Analisis Kepuasan Pasien Di Instalasi Rawat Inap Rumah Sakit Umum (RSU) Haji Surabaya Berdasarkan Dimensi Mutu Dabholkar. Indones J Public Heal. 2019;14(2):160-173.
Mu’ah. Kualitas Layanan Rumah Sakit : Terhadap Emosi Dan Kepuasan Pasien, [E-Book]. Vol 53. Surabaya: Penerbit Zifatama Publisher; 2014. doi:10.1017/CBO9781107415324.004
Bustami. Penjaminan Mutu Pelayanan Kesehatan & Akseptabilitasnya. Jakarta : Erlangga; 2011.
Isnindar, Ilham S, Robiyanto. Penyakit Dalam Terhadap Pelayanan Di Instalasi Farmasi Rumah Sakit Periode Desember 2011-Februari 2012. Manaj Dan Pelayanan Farm. 2013;3:231-248.
Supriyanto, Ernawati. Pemasaran Industri Jasa Kesehatan. Jakarta : ANDI; 2010.
Wahdania, Saleh D, Fatmawati. Indeks Kepuasan Pasien Terhadap Pelayanan Rumah Sakit Umum (RSUD) Kabupaten Polewali Mandar. J Adm Publik. 2015;1(1):60-71.
Santoso S. Analisis Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien Rawat Inap Kelas III Pada RS . Roemani Muhammadiyah Semarang, [Tesis]. Published online 2012.
Rahmqvist M. Patient Satisfaction In Relation To Age, Health Status And Other Background Factors: A Model For Comparisons Of Care Units. Int J Qual Heal Care Oxford Univ Press. 2001;13(5):385-390.
Muninjaya G. Manajemen Kesehatan. Jakarta : EGC.; 2018.
Parasuraman, Zeithaml, Berry. A Conceptual Model of Service Quality and Its Implications for Future Research. J Mark. 1985;49(4):41. doi:10.2307/1251430
Sufriana INA. Analisis Hubungan Antara Kualitas Pelayanan Dengan Kepuasan Pasien Di Unit Rawat Inap Anak Rumah Sakit Ananda Bekasi Tahun 2009,[Tesis]. Published online 2012.
Downloads
Published
How to Cite
Issue
Section
License
Please find the rights and licenses in JURNAL MIDPRO. By submitting the article/manuscript of the article, the author(s) accept this policy.
1. Copyright
Copyright of the article shall be assigned to JURNAL MIDPRO, Vocational Program of Midwifery, Unibversitas Islam Lamongan as publisher of this journal. Copyright encompasses exclusive rights to reproduce and deliver the article in all forms and media, including reprints, photographs, microfilms and any other similar reproductions, as well as translations.
Please download our Copyright Transfer Agreement Form. The copyright form should be filled and be signed originally, then sent scanned document file (softcopy) to our email midpro@unisla.ac.id
The use of the article will be governed by the Creative Commons Attribution license as currently displayed on Creative Commons Attribution-ShareAlike 4.0 International License.
3. Authors Rights
Author can distribute this article in cyberspace (eg. Repository, Book) both before and after the publication of this article, without permission from the publisher.
4. Author’s Warranties
- The article is the result of research or similar in accordance with scientific principles
- The article submitted is an original work and has neither been published nor is under consideration to publication by other journal, and does not infringe any existing copyright or third party rights
- The article contains nothing that is unlawful, libellous, or commitment given to secrecy
5. Co-Authorship
If the article was jointly prepared by other authors, any authors submitting the manuscript warrants that he/she has been authorized by all co-authors to be agreed on this copyright and license notice (agreement) on their behalf, and agrees to inform his/her co-authors of the terms of this policy. JURNAL MIDPRO will not be held liable for anything that may arise due to the author(s) internal dispute. JURNAL MIDPRO will only communicate with the corresponding author.Â
6. User Rights
Under the Creative Commons Attribution-ShareAlike 4.0 International License. JURNAL MIDPRO permits users to copy, distribute, display, and perform the work, Users will also need to attribute authors and JURNAL MIDPRO on distributing works in the journal.
7. Miscellaneous
JURNAL MIDPRO will publish the article (or have it published) in the journal if the article’s editorial process is successfully completed. JURNAL MIDPRO editors may modify the article to a style of punctuation, spelling, capitalization, referencing and usage that deems appropriate. The author acknowledges that the article may be published so that it will be publicly accessible and such access will be free of charge for the readers as mentioned in point 6.
