Analysis of Service Quality on Inpatient and Outpatient Satisfaction at Dr. H. Soemarno Sosroatmodjo Hospital, Tanjung Selor

Rahmansyah Rahmansyah; Imam  Sujono; Achmad Lukman  Hakim

doi:10.71435/742638

Authors

Rahmansyah Health Services Management Specialty Master Of Public Health Study Program Faculty Of Health Sciences Universitas Indonesia Maju Jakarta
Imam Sujono Head of the Bulungan Regency Health Office
Achmad Lukman Hakim Health Services Management Specialty Master Of Public Health Study Program Faculty Of Health Sciences Universitas Indonesia Maju Jakarta

DOI:

https://doi.org/10.71435/742638

Keywords:

Service Quality, Patient Satisfaction, Inpatient Care, Outpatient Care, Hospital

Abstract

Healthcare service quality is one of the key indicators in determining the level of patient satisfaction with hospital services. RSD dr. H. Soemarno Sosroatmodjo Tanjung Selor, as the main referral hospital in Bulungan Regency, faces various service challenges, such as long waiting times, suboptimal staff responsiveness, and limited-service facilities. These conditions may affect the satisfaction levels of both inpatient and outpatient care patients. This study aims to analyze the influence of service quality on patient satisfaction in inpatient and outpatient services at RSD dr. H. Soemarno Sosroatmodjo Tanjung Selor and to identify the most dominant dimension of service quality affecting patient satisfaction. This research employed a quantitative method with a descriptive survey design. The study sample consisted of 99 respondents selected using the accidental sampling technique. Data were collected through questionnaires that had been tested for validity and reliability and then analyzed using multiple linear regression with the assistance of SPSS software. The results indicate that all dimensions of service quality Tangibles, Empathy, Reliability, Responsiveness, and Assurance have a significant partial and simultaneous effect on patient satisfaction. The Responsiveness dimension emerged as the most dominant factor, with a Beta value of 0.378, followed by Assurance with 0.315. The coefficient of determination of 81.0% indicates that service quality has a very strong influence on patient satisfaction. This study concludes that improving service quality, particularly in staff Responsiveness and service Assurance, is essential to enhancing patient satisfaction in hospitals.

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