The coronavirus disease 2019 (COVID-19) has been labelled as a global pandemic disease by the World Health Organization. The number of infections in Indonesia rose significantly to 8211 cases, and 689 coronavirus deaths were reported on April 24th, 2020. We knew that the Indonesian Government has made numerous strategies to control the spread of infection in our community, but implementation plans were limited in addressing the challenges of stay-at-home policy. These challenges may include economic impact due to COVID-19, struggles for work-from-home, and leaders’ ability to influence the society.
Hospital service quality was a degree of discrepancy between patients’ perceptions and their expectations about hospitals services. Service quality which was provided by medical staff emphasizes the actual hospital service process. In the hospital, patients’ satisfaction could be widely used to determine hospital service quality. The purpose of this study was to analyze the influence of medical staff services quality on patients satisfaction based on SERVQUAL dimensions. This study used an analytic observational design with cross-sectional approach. There were 314 respondents taken from inpatients hospital admission using simple random sampling. Based on regression analysis results, five dimensions of health services quality affect patients’ level of satisfaction and obtained the equation of Y = 0.026 + 0.226X1 + 0.332X2 + 0.1X3 + 0.075X4 + 0.235X5, this explained that patients’ satisfaction was affected by all dimensions of health service quality (RATER) simultaneously. However, different values will be obtained if all dimensions were measured separately, range from 10% to 33.2%. It could be concluded that patients’ satisfaction were influenced by the quality of medical staff services through its five components: reliability, assurance, tangible, empathy and responsiveness.
Pembangunan kesehatan adalah sebagai bagian dari pembangunan nasional, dalam pembangunan kesehatan tujuan yang ingin dicapai adalah meningkatkan derajat kesehatan masyarakat yang optimal.Kenyataan yang terjadi sampai saat ini derajat kesehatan masyarakat masih rendah khususnya masyarakat miskin. Hal ini dapat digambarkan bahwa derajat kesehatan masyarakat miskin berdasarkan indikatorAngka Kematian Bayi (AKB) dan Angka Kematian Ibu (AKI) di Indonesia, masih cukup tinggi, yaitu AKB sebesar 35 per 1000 kelahiran hidup dan AKI sebesar 307 per 100.000 kelahiran hidup. Salah satu penyebabnya adalah karena mahalnya biaya kesehatan sehingga akses ke pelayanan kesehatan pada umumnya masih rendah. Asuransi kesehatan salah satu upaya untuk mengatasi masalah ketidakmampuan terhadap pembiayaan pelayanan kesehatan.
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