Analysis of the Effect of Service Quality on Patient Satisfaction

Oct 13, 2025 by wbrum.org 63 views

The Effect of Perception of the Quality of Health Services on Patient Satisfaction and Interest in Re-Utilization in Dental and Oral Hospitals of USU FKG Education in 2012

Introduction

Patient satisfaction is a crucial indicator in assessing the quality of health services. In the Dental and Oral Hospital (RSGMP) of the Faculty of Dentistry, University of North Sumatra (FKG USU) in Medan, there are indications that the quality of services provided has not met patient expectations. This study aims to analyze the effect of service quality on patient satisfaction at RSGMP FKG USU.

Background

The quality of health services is a critical factor in determining patient satisfaction. A study conducted in 2012 at RSGMP FKG USU aimed to investigate the effect of service quality on patient satisfaction. The study used an explanatory survey method involving 100 patients. Data was collected through interviews and questionnaires, then analyzed using multiple linear regression tests.

Methodology

The study used a quantitative approach to analyze the effect of service quality on patient satisfaction. The data was collected through interviews and questionnaires, and analyzed using multiple linear regression tests. The study involved 100 patients who received services at RSGMP FKG USU.

Results

The results of the study showed that the perception of service quality consisting of dimensions of accuracy, reliability, responsiveness, guarantees, and empathy, had a significant effect on patient satisfaction. Of the five dimensions, responsiveness is proven to have the most dominant influence on patient satisfaction with a value of β = 1,009.

Analysis of the Effect of Service Quality on Patient Satisfaction

Good service quality is not only measured by the final results, but also from patient experience during the service process. Each dimension of service quality has an important role in forming patient satisfaction.

Accuracy Dimensions

Accuracy dimensions refer to the physical condition of the facilities and equipment used. In the context of RSGMP, the cleanliness and comfort of the practice space is very influential on the patient's perception. Adequate facilities will provide a sense of security and comfort for patients, so they feel more satisfied.

Reliability Dimensions

Reliability dimensions refer to service capabilities to meet patient expectations consistently. Reliability is important so that patients feel that they can trust the services provided. Schedule and consistency in handling health problems is also part of this reliability.

Responsiveness Dimensions

Responsiveness dimensions show how fast and responsive health workers in meeting the needs of patients. From the results of the study, responsiveness is the strongest factor that affects patient satisfaction. High responsiveness creates good relationships between patients and medical personnel, thereby increasing satisfaction.

Guarantees Dimensions

Guarantees create a sense of security, especially in the health sector, where patients expect quality care.

Dimensions of Empathy

Dimensions of empathy is the ability to understand and feel the needs of patients. Empathic service can make patients feel cared for and appreciated. High empathy of medical personnel can improve the patient's overall experience.

Conclusion

Based on research at RSGMP FKG USU, it can be concluded that improving the quality of services in each dimension is very important to increase patient satisfaction. Responsiveness is the main element that must be considered, in addition to the other four dimensions. Therefore, RSGMP management needs to strive to improve the ability of health workers in providing responsive and quality services. This will not only increase patient satisfaction, but will also contribute to the positive reputation and interest in re-utilization of services in the future.

Recommendations

Based on the findings of this study, the following recommendations are made:

RSGMP management should pay more attention to all dimensions of service quality, with special emphasis on the dimension of responsiveness.
Increasing the attention of health workers, especially co-ass as the main decision maker in service, is expected to improve the experience of patients in obtaining quality dental and oral health services.
The management of RSGMP FKG USU should strive to improve the ability of health workers in providing responsive and quality services.

Limitations of the Study

This study has several limitations. Firstly, the study only involved 100 patients, which may not be representative of the entire population. Secondly, the study only focused on the effect of service quality on patient satisfaction, and did not consider other factors that may influence patient satisfaction.

Future Research Directions

Future research should aim to investigate the effect of service quality on patient satisfaction in other healthcare settings. Additionally, future research should aim to identify other factors that may influence patient satisfaction, such as patient demographics and healthcare provider characteristics.

Conclusion

In conclusion, this study found that the perception of service quality has a significant effect on patient satisfaction. Responsiveness is the main element that must be considered, in addition to the other four dimensions. Therefore, RSGMP management needs to strive to improve the ability of health workers in providing responsive and quality services. This will not only increase patient satisfaction, but will also contribute to the positive reputation and interest in re-utilization of services in the future.
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