Analysis of Outpatient Satisfaction at Sylvani Hospital: The Influence of Service Quality on the Patient Satisfaction Index
DOI:
10.29303/jppipa.v11i4.10866Published:
2025-04-30Downloads
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
Keywords:
Cross-sectional Hospital Patient satisfaction Service quality Sylvani hospital Tangible evidenceReferences
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