The Effect of Service Quality on Inpatient Patient Satisfaction at RSUD Serui, Yapen Islands District

Rinaldo Piris

Abstract


This study aims to determine and analyze the effect of service quality on inpatient satisfaction, by taking the research location at the Serui Regional General Hospital (RSUD) Yapen Islands Regency. The sample in this study is the people who use the health services of RSUD Serui, where the number of respondents taken is 115 respondents. The data used in this study is primary data by distributing questionnaires to respondents for responses and through interviews, while secondary data is obtained through various information and important notes from the general administration section of Serui Hospital, Yapen Islands Regency. From the results of the suitability analysis between the level of importance (what is expected by inpatients) and the level of implementation / performance (what is felt by inpatients using the importance analysis method and performance / quality of service (Importence-Performance Analysis), it is found that 1) There is still a gap (gap) between what is expected by the patient (interest) and what is felt by the patient (Implementation/Performance), marked by the average level of conformity for 18 attributes of 73.64% still below 80%, 2 The dimensions that need important attention from Serui Hospital for improvement are assurance, friendliness, courtesy and attention (Empathy), and tangible evidence (Tangible) because these dimensions have not reached the desired target, namely the level of patient satisfaction. New hospitalizations ranged from 64.58% - 74.17%. Meanwhile, other service quality dimensions such as realibilitis (real evidence) and responsiveness (responsiveness) are close to the ideal level of service, which ranges from 78.03 to 79.99 (close to 80% and above).

 

 


Keywords


service quality; satisfaction; patient

Full Text:

PDF

References


Babakus, E. and Mangold, W.C., 1992. Adapting the SERVQUAL Scale to Hospital Service: An Empirical Investigation. Health Service Research, 2, pp. 767-786.

Bolton, R.N., and J.H. Drew, 1991. A Multistage Model of Costumer Assessment of Service Quality and Value. Journal of Costumer Research, Vol. 7. pp 112-135.

Cronin, Jr, J.J., and Taylor, S.A., 1992. Evaluating Physician Efficiency in Hospital: A Multivariate Analysis of Best Practices, European Journal of Operational Research, Vol. 80, pp. 548-574.

Dwiyanto, A., 2002. Reformasi Birokrasi Publik di Indonesia. Pusat Studi Kependudukan dan Kebijakan.

Feltham, G., & Xie, J., 1994. Performance measure congruity and diversity in multi-task principal/agent relations. The Accounting Review, 69, pp. 429-453.

Higgins, L.F. and Ferguson, F., 1991. Practical Approachs for Evaluating the Quality Dimensions of Professional Accounting Service. Journal of Professional Service Marketing. Vol 7 (1).

Ijiri, Y. (1975). Theory of accounting measurement. American Accounting Association studies in accounting research, No. 10. Sarasota, FL: American Accounting Association.

Kaplan, R. S., & Norton, D. P. (1992). The Balanced Scorecard Measures That Drive Performance. Harvard Business Review, 70, pp. 71-79.

Kotler, P., 1997. Marketing Management: Analysis, Planning, Implementation, and Control. Prentice Hall International, Inc.

Li, L.X., and Benton, W.C., 1996. Performance Theory of Hospital Behavior. Southern Economic Research, 93, pp. 449-468.

Mulyadi and Johny, S., 2000. Sistem Perencanaan & Pengendalian Manajemen, Yogyakarta, Penerbit Aditya Media.

Nanni, A. J., Dixon, J. R., & Vollmann, T. E. (1990). Strategic control and performance measurement. Journal of Cost Management, 4, 33-42.

Parasuraman, A., V.A. Ziathaml and L.L. Berry., 1985. Aconceptual Model of Service Ouality and It’s Implications for Future Research. Journal of Marketing, Vol. 49 Fall, pp. 41-50.

Parasuraman, A., V.A. Ziathaml and L.L. Berry., 1988. SERVQUAL: A Multiple Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64 (1) pp 34-54.

Qomari, I.N., 1998. Evaluasi Kualitas Pelayanan Rumah Sakit dan Penerapan Konsep QFD: Studi Kasus Pada Berbagai Rumah Sakit di Yogyakarta. Tesis. Pascasarjana Universitas Gadjah Mada, Yogyakarta.

Rangkuti, F, 2003, Measuring Customer Satisfication, Teknik Mengukur dan Strategi Meningkatkan Kepuasan Pelanggan dan Analisis Kasus PLN-JP, Penerbit PT. Gramedia Pustaka Utama.

Sekaran, Uma., 2003. Research Method for Bussiness a Skill Building Approach. Fourth Edition, John Wiley & Son, Inc

Sudjana, 1997, Statistik Untuk Ekonomi dan Niaga, Edisi IV, Penerbit Tarsito, Bandung.

Sugiyono, 2003, Metode Penelitian Bisnis, Penerbit CV. Alfabeta, Bandung.

Sutrisno Hadi, Seri program statistik, Yogyakarta: Universitas Gadjah Mada, 1997.

J. Supranto, 1998, Pengukuran Tingkat Kepuasan Pelanggan: Penerbit, CV. Rineka Cipta, Jakarta.




DOI: https://doi.org/10.33258/birci.v5i3.6835

Article Metrics

Abstract view : 19 times
PDF - 11 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.