Focus on increasing reliability and guarantees in healthcare services

Oct 13, 2025 by wbrum.org 18 views

The Effect of Perception on Service Quality on Patient Satisfaction in the Inpatient Room of Sultan Sulaiman Serdang Bedagai Regional Hospital

Introduction

Service quality is a crucial indicator in assessing the performance of health service providers, including hospitals. In this context, the quality of health services is measured based on the patient's perception of the services they receive during treatment in the inpatient room. This study aims to understand how perception of service quality affects the level of patient satisfaction in the hospital. Understanding the relationship between service quality and patient satisfaction is essential for healthcare providers to improve their services and increase patient satisfaction.

Research Background

Quality health services are the key to ensuring patient satisfaction. Satisfaction of patients can be the result of how they view and feel the quality of services provided by health care providers. In this study, the method used is the Explanatory Research, which aims to explain the causal relationship between the perception of service quality and patient satisfaction. The population studied included 442 inpatients, with 100 samples taken. Data was collected using a questionnaire and medical report from the hospital. The study's objective is to identify the factors that influence patient satisfaction and to provide recommendations for healthcare providers to improve their services.

The Importance of Service Quality in Healthcare

Service quality is a critical aspect of healthcare that affects patient satisfaction and loyalty. Patients who receive high-quality services are more likely to be satisfied and loyal to the healthcare provider. In contrast, patients who receive low-quality services are more likely to be dissatisfied and switch to another healthcare provider. Therefore, healthcare providers must focus on improving service quality to increase patient satisfaction and loyalty.

The Role of Perception in Service Quality

Perception plays a significant role in service quality, as it affects how patients view and feel about the services they receive. Patients' perceptions of service quality are influenced by their experiences, expectations, and cultural background. In this study, the researchers used a questionnaire to collect data on patients' perceptions of service quality. The questionnaire included questions about the reliability, guarantees, physical evidence, responsiveness, and empathy of the healthcare services provided.

The Results of the Study

The results of the study showed that the patient's perception of service quality at Sultan Sulaiman Regional Hospital was quite good. Patients are satisfied with the services they receive during treatment. However, in further analysis, it appears that not all variables in service quality have a significant effect on patient satisfaction. The measured variables include reliability, guarantees, physical evidence, responsiveness, and empathy.

From the results of the study, variable reliability and guarantee have a positive and significant influence on patient satisfaction. This indicates that if the hospital is able to provide reliable services and provide guarantees to patients, then the level of patient satisfaction will increase. The reliability and guarantee of healthcare services are critical factors that influence patient satisfaction.

Meanwhile, physical evidence variables, responsiveness, and empathy also show positive effects, but insignificant. However, this cannot be ignored, because it can mean that there is space for improvement in these aspects. For example, an increase in physical evidence, such as the cleanliness and comfort of the hospital environment, as well as a faster response to the needs of patients, can contribute to increased satisfaction. The physical environment and responsiveness of healthcare services are also important factors that influence patient satisfaction.

Conclusion

In the context of health services, patient perception of service quality is very important to increase the level of satisfaction. This study shows that Sultan Sulaiman Regional Hospital has succeeded in creating positive perceptions among patients, although there are several aspects that need to be improved. To achieve a higher level of patient satisfaction, hospitals need to focus on increasing reliability and guarantees in the services provided and pay attention to aspects of physical evidence, responsiveness, and empathy. By doing this, it is hoped that patient satisfaction in the inpatient room can continue to increase, providing benefits for both parties, both patients and health care providers.

Recommendations for Healthcare Providers

Based on the results of the study, the following recommendations are made for healthcare providers:

Focus on increasing reliability and guarantees in healthcare services: Healthcare providers should focus on providing reliable services and providing guarantees to patients to increase patient satisfaction.
Improve physical evidence: Healthcare providers should improve the physical environment of the hospital, including cleanliness and comfort, to increase patient satisfaction.
Increase responsiveness: Healthcare providers should respond quickly to the needs of patients to increase patient satisfaction.
Improve empathy: Healthcare providers should improve their empathy towards patients to increase patient satisfaction.

By following these recommendations, healthcare providers can improve patient satisfaction and loyalty, which can lead to increased revenue and improved reputation.
Frequently Asked Questions (FAQs) about the Effect of Perception on Service Quality on Patient Satisfaction in the Inpatient Room of Sultan Sulaiman Serdang Bedagai Regional Hospital

Q: What is the main objective of this study?

A: The main objective of this study is to understand how perception of service quality affects the level of patient satisfaction in the inpatient room of Sultan Sulaiman Serdang Bedagai Regional Hospital.

Q: What is the significance of service quality in healthcare?

A: Service quality is a critical aspect of healthcare that affects patient satisfaction and loyalty. Patients who receive high-quality services are more likely to be satisfied and loyal to the healthcare provider.

Q: What are the variables that influence patient satisfaction in this study?

A: The variables that influence patient satisfaction in this study include reliability, guarantees, physical evidence, responsiveness, and empathy.

Q: What are the results of the study regarding the variables that influence patient satisfaction?

A: The results of the study show that variable reliability and guarantee have a positive and significant influence on patient satisfaction. Meanwhile, physical evidence variables, responsiveness, and empathy also show positive effects, but insignificant.

Q: What are the implications of the study's findings?

A: The study's findings imply that healthcare providers should focus on increasing reliability and guarantees in the services provided and pay attention to aspects of physical evidence, responsiveness, and empathy to increase patient satisfaction.

Q: What are the recommendations for healthcare providers based on the study's findings?

A: The recommendations for healthcare providers based on the study's findings include:

Focus on increasing reliability and guarantees in healthcare services: Healthcare providers should focus on providing reliable services and providing guarantees to patients to increase patient satisfaction.
Improve physical evidence: Healthcare providers should improve the physical environment of the hospital, including cleanliness and comfort, to increase patient satisfaction.
Increase responsiveness: Healthcare providers should respond quickly to the needs of patients to increase patient satisfaction.
Improve empathy: Healthcare providers should improve their empathy towards patients to increase patient satisfaction.

Q: What are the benefits of improving patient satisfaction in healthcare?

A: Improving patient satisfaction in healthcare can lead to increased revenue, improved reputation, and increased loyalty among patients.

Q: How can healthcare providers measure patient satisfaction?

A: Healthcare providers can measure patient satisfaction using various methods, including surveys, questionnaires, and patient feedback forms.

Q: What are the challenges of improving patient satisfaction in healthcare?

A: The challenges of improving patient satisfaction in healthcare include:

Limited resources: Healthcare providers may have limited resources to invest in improving patient satisfaction.
Complexity of healthcare services: Healthcare services can be complex and difficult to understand, making it challenging to improve patient satisfaction.
Variability in patient needs: Patients have different needs and expectations, making it challenging to improve patient satisfaction.

Q: How can healthcare providers overcome the challenges of improving patient satisfaction?

A: Healthcare providers can overcome the challenges of improving patient satisfaction by:

Prioritizing patient satisfaction: Healthcare providers should prioritize patient satisfaction and make it a key focus of their services.
Investing in staff training: Healthcare providers should invest in staff training to improve their skills and knowledge in providing high-quality services.
Using technology to improve patient engagement: Healthcare providers can use technology to improve patient engagement and satisfaction, such as through online portals and mobile apps.
Collecting and acting on patient feedback: Healthcare providers should collect and act on patient feedback to improve patient satisfaction.