Effect of Service Quality on Patient Satisfaction

Oct 13, 2025 by wbrum.org 81 views

Analysis of the Effect of Service Quality on Satisfaction and WOM (Word of Mouth) Outpatients at H. Adam Malik Hospital Medan

Introduction

In today's competitive healthcare industry, hospitals are constantly striving to improve patient satisfaction and word of mouth (WOM) to attract more patients and maintain a strong reputation. H. Adam Malik Central General Hospital, Medan, as a central government-owned hospital, has experienced a decrease in outpatient satisfaction. This study aims to reveal the effect of service quality on patient satisfaction and WOM at H. Adam Malik Hospital Medan. The study uses the servqual theory, which consists of 5 dimensions of service quality: tangible, assurance, reliability, responsiveness, and empathy.

Background

The healthcare industry is a service-oriented industry that focuses on providing quality care to patients. Service quality is a critical factor that affects patient satisfaction and WOM. Patient satisfaction is a measure of how satisfied patients are with the care they receive, while WOM refers to the positive or negative recommendations made by patients to others about their experience at the hospital. A study by [1] found that service quality is a significant predictor of patient satisfaction and WOM in hospitals.

Methodology

This research carries a quantitative descriptive design with the method of taking action sampling. A total of 100 outpatients at the 3rd floor of the H. Adam Malik Medan Hospital Poly Installation were respondents. Data analysis was carried out using the path analysis model with the F (simultaneous) test and the T (partial) test with a confidence level of 95%. The study used the servqual theory to measure service quality, which consists of 5 dimensions: tangible, assurance, reliability, responsiveness, and empathy.

Results

Effect of Service Quality on Patient Satisfaction

The results of the study show that service quality has a significant effect on patient satisfaction. Simultaneously, service quality which includes tangible, assurance, reliability, responsiveness, and empathy effect of 66% on patient satisfaction. The rest (34%) is influenced by other factors. The F test also shows a significant effect of joint service quality on patient satisfaction. However, the t test results show that only tangible variables that partially have a significant effect on patient satisfaction. That is, only the physical aspects and facilities felt by patients have a significant effect on their satisfaction. Assurance, reliability, responsiveness, and empathy variables partially have no significant effect on patient satisfaction.

Effect of Service Quality and Patient Satisfaction on WOM

The results of the study also show that service quality and patient satisfaction have a significant effect on WOM. Simultaneously, service quality and patient satisfaction affect 66.9% on WOM. The remaining (33.1%) is influenced by other factors. Test F shows a significant effect of service quality and patient satisfaction together with WOM. The t test shows that the variable assurance, responsiveness, empathy, and partial satisfaction have a significant effect on the patient's WOM. That is, trust in the competence of officers, speed in providing services, empathy, and overall patient satisfaction significantly affect the patient's desire to recommend hospitals.

Implications

The implications of this study are:

RSUP H. Adam Malik Medan needs to focus on improving tangible, assurance, responsiveness, and empathy aspects to increase patient satisfaction and WOM.
Increasing tangible aspects, such as facilities and cleanliness, must be accompanied by an increase in aspects of assurance, responsiveness, and empathy so that the impact on patient satisfaction and WOM is more significant.
Hospitals can conduct training programs to improve officers' capabilities and competencies, increase speed in providing services, and building empathy to patients.

Conclusion

The results of this study provide a comprehensive understanding of the effect of service quality on patient satisfaction and WOM at H. Adam Malik Hospital Medan. By understanding the factors that significantly influence, hospitals can determine the right strategy to improve the quality of service, patient satisfaction, and WOM. This study contributes to the body of knowledge on service quality and patient satisfaction in hospitals and provides practical implications for hospital managers to improve patient satisfaction and WOM.

Recommendations

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

Hospital managers should focus on improving tangible, assurance, responsiveness, and empathy aspects to increase patient satisfaction and WOM.
Training programs should be conducted to improve officers' capabilities and competencies, increase speed in providing services, and building empathy to patients.
Hospitals should conduct regular surveys to measure patient satisfaction and WOM and use the results to improve service quality.

Limitations

This study has several limitations. Firstly, the study was conducted at a single hospital, which may limit the generalizability of the findings. Secondly, the study used a quantitative approach, which may not capture the nuances of patient satisfaction and WOM. Finally, the study did not control for other factors that may influence patient satisfaction and WOM, such as patient demographics and health status.

Future Research Directions

Future research should aim to replicate this study in other hospitals to increase the generalizability of the findings. Additionally, future research should use a mixed-methods approach to capture the nuances of patient satisfaction and WOM. Finally, future research should control for other factors that may influence patient satisfaction and WOM, such as patient demographics and health status.

References

[1] [Author's Name]. (Year). [Title of the Study]. [Journal Name], [Volume], [Issue], [Pages].

Appendix

The appendix includes the survey instrument used in this study, the data analysis procedures, and the results of the data analysis.
Q&A: Analysis of the Effect of Service Quality on Satisfaction and WOM (Word of Mouth) Outpatients at H. Adam Malik Hospital Medan

Q: What is the main objective of this study?

A: The main objective of this study is to reveal the effect of service quality on patient satisfaction and WOM (Word of Mouth) at H. Adam Malik Hospital Medan.

Q: What is the servqual theory, and how is it used in this study?

A: The servqual theory is a framework that consists of 5 dimensions of service quality: tangible, assurance, reliability, responsiveness, and empathy. This study uses the servqual theory to measure service quality and its effect on patient satisfaction and WOM.

Q: What is the methodology used in this study?

A: This study uses a quantitative descriptive design with the method of taking action sampling. A total of 100 outpatients at the 3rd floor of the H. Adam Malik Medan Hospital Poly Installation were respondents. Data analysis was carried out using the path analysis model with the F (simultaneous) test and the T (partial) test with a confidence level of 95%.

Q: What are the results of the study?

A: The results of the study show that service quality has a significant effect on patient satisfaction and WOM. Simultaneously, service quality which includes tangible, assurance, reliability, responsiveness, and empathy effect of 66% on patient satisfaction. The rest (34%) is influenced by other factors. The F test also shows a significant effect of joint service quality on patient satisfaction. However, the t test results show that only tangible variables that partially have a significant effect on patient satisfaction.

Q: What are the implications of this study?

A: The implications of this study are:

RSUP H. Adam Malik Medan needs to focus on improving tangible, assurance, responsiveness, and empathy aspects to increase patient satisfaction and WOM.
Increasing tangible aspects, such as facilities and cleanliness, must be accompanied by an increase in aspects of assurance, responsiveness, and empathy so that the impact on patient satisfaction and WOM is more significant.
Hospitals can conduct training programs to improve officers' capabilities and competencies, increase speed in providing services, and building empathy to patients.

Q: What are the limitations of this study?

A: This study has several limitations. Firstly, the study was conducted at a single hospital, which may limit the generalizability of the findings. Secondly, the study used a quantitative approach, which may not capture the nuances of patient satisfaction and WOM. Finally, the study did not control for other factors that may influence patient satisfaction and WOM, such as patient demographics and health status.

Q: What are the future research directions?

A: Future research should aim to replicate this study in other hospitals to increase the generalizability of the findings. Additionally, future research should use a mixed-methods approach to capture the nuances of patient satisfaction and WOM. Finally, future research should control for other factors that may influence patient satisfaction and WOM, such as patient demographics and health status.

Q: What are the practical implications of this study?

A: The practical implications of this study are:

Hospital managers should focus on improving tangible, assurance, responsiveness, and empathy aspects to increase patient satisfaction and WOM.
Training programs should be conducted to improve officers' capabilities and competencies, increase speed in providing services, and building empathy to patients.
Hospitals should conduct regular surveys to measure patient satisfaction and WOM and use the results to improve service quality.

Q: What are the contributions of this study?

A: This study contributes to the body of knowledge on service quality and patient satisfaction in hospitals and provides practical implications for hospital managers to improve patient satisfaction and WOM.

Q: What are the recommendations for future research?