Analysis of Outpatient Satisfaction at Sylvani Hospital: The Influence of Service Quality on the Patient Satisfaction Index

Authors

Sugianto , Alamsyah , Susanna Halim

DOI:

10.29303/jppipa.v11i4.10866

Published:

2025-04-30

Issue:

Vol. 11 No. 4 (2025): April

Keywords:

Cross-sectional, Hospital, Patient satisfaction, Service quality, Sylvani hospital, Tangible evidence

Research Articles

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How to Cite

Sugianto, S., Alamsyah, A., & Halim, S. (2025). Analysis of Outpatient Satisfaction at Sylvani Hospital: The Influence of Service Quality on the Patient Satisfaction Index. Jurnal Penelitian Pendidikan IPA, 11(4), 550–556. https://doi.org/10.29303/jppipa.v11i4.10866
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Abstract

This study aims to analyze outpatient satisfaction at Sylvani Hospital by considering the factors that influence it. The research method used was a quantitative survey with a cross-sectional research design, meaning data were collected at a single point in time to capture a snapshot of patient satisfaction levels and the factors affecting them. The cross-sectional approach enabled the researchers to analyze relationships between service quality dimensions and patient satisfaction within a limited timeframe. Data were collected from 205 respondents selected using sampling techniques in a limited population. The results showed that of the five dimensions of service quality (reliability, assurance, physical evidence, empathy, and responsiveness), the dimensions of tangible and responsiveness had a significant influence on patient satisfaction. This study recommends improving physical facilities and implementing a service digitization system to increase patient satisfaction

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Author Biographies

Sugianto, University of North Sumatera

Alamsyah, Open College Executive MBA With Collaboration Open College Asia/UK and Portman College Malaysia

Susanna Halim, University of Prima Indonesia

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Copyright (c) 2025 Sugianto, Alamsyah, Susanna Halim

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