SERVICE QUALITY AND OUTPATIENT’S FACTORS AFFECTING THEIR SATISFACTION AT THE B HOSPITAL IN INDONESIA

BIRWIN, ALIBdanKamri, ErdildanFaresty, Eva YuliadanTamri, TamridanLapau, Buchari (2020) SERVICE QUALITY AND OUTPATIENT’S FACTORS AFFECTING THEIR SATISFACTION AT THE B HOSPITAL IN INDONESIA. International Journal of Management (IJM), 11 (12). pp. 2366-2373. ISSN 0976-6510

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Abstract

Background: The dissatisfaction of patients isthe gap between the patient’s expectationand service performance perceived by the patient at the time of service. A preliminary study shows that7 (35%) out of 20 patients visiting the outpatient department of the B hospital were dissatisfiedwiththe outpatient services of the Bhospital. The objective of the present study is to find the effect of service quality andoutpatientfactors on their dissatisfaction at the Bhospital. Material and method: The research design of the present study is analytic quantitative research with the design type of analytic cross-sectional study.Based on the analytic cross-sectional study, the sample size is 200 patients visiting the outpatient department of the Bhospital subsequently. Data collection through a structured interview using a questionnaire containing close-ended questions. The researchers analyzeunivariate, bivariate, and multiple logistic regression. Result: Among 9independent variables, 4 independent variableshave a causal relationship with outpatient satisfactionatthe B hospital:Without payment to the hospital through health insurance, slowresponsiveness,ungood tangible, and ungood empathy affect outpatient's dissatisfaction.Conclusion: The hospital management should enhance outpatientsatisfaction by organizingthe Team to discuss and improve slow responsiveness, ungood tangible hospital and health workers, and ungood empathyof physiciansandnurses, and other health workersespecially to the outpatients without payment to the hospital through health insuranceat the Bhospital.Based on the recommendation, suggestions are developed. Key words:Outpatient satisfaction, health insurance payment, responsiveness, tangibles, empathy.

Item Type: Article
Subjects: Fakultas Ilmu Kesehatan
Divisions: Fakultas Ilmu Kesehatan
Depositing User: alib birwin
Date Deposited: 09 Jan 2021 13:12
Last Modified: 09 Jan 2021 13:12
URI: http://repository.uhamka.ac.id/id/eprint/5127

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