The Effect of Service Quality on the Satisfaction of Inapest Askes Patients in Sanglah Hospital Denpasar

Abstract

In line with reforms in the health sector, Sanglah General Hospital in Denpasar continues to improve the quality of its services to satisfy patients. This study aims to determine the effect of service quality variables on the satisfaction of inpatients care at Sanglah Hospital Denpasar. The type of this study was a cross-sectional study with 78 respondents of Askes patients who were hospitalized or their families at Sanglah Hospital Denpasar. The research sample was taken through a purposive sampling technique according to the inclusion criteria. The variables of this study consisted of tangibles, reliability, responsiveness, assurance, and empathy as independent variables and patient satisfaction as the dependent variable. The instrument of this study was a questionnaire with a 5 level Likert scale measurement. Data were analyzed by multiple linear regression analysis. The results of the study show that the dimensions of service have a significant simultaneous effect on patient satisfaction. Next partially three dimensions of service: Responsiveness. Assurance and Empathy have a positive and significant effect on the satisfaction of Askes patients. The dominant free variable is Responsiveness. It is suggested that the tangible and reliability service dimensions can be implemented consistently to satisfy patients.