The Importance of Service Quality in Healthcare

Oct 13, 2025 by wbrum.org 8 views

The Effect of Patient's Perception on the Interest of Re-Visit at the Islamic Hospital Malahayati Medan: The Quality of Services is Key

In today's competitive healthcare landscape, the quality of hospital services has become a crucial factor in attracting and retaining patients. The Malahayati Islamic Hospital Medan, a prominent Islamic hospital in Medan, has been experiencing a decline in inpatient visits, particularly in recent years. A preliminary survey revealed that six out of ten inpatients expressed dissatisfaction with various aspects of service quality, leading to a reluctance to return. This study aims to investigate the relationship between patient perception of service quality and re-visit interest, with a focus on the Malahayati Islamic Hospital Medan.

The Importance of Service Quality in Healthcare

The quality of hospital services is a critical factor in building patient trust and loyalty. A positive perception of service quality can lead to increased patient satisfaction, improved health outcomes, and a higher likelihood of repeat visits. Conversely, poor service quality can result in patient dissatisfaction, decreased loyalty, and a loss of business. In the context of the Malahayati Islamic Hospital Medan, the decline in inpatient visits suggests a gap between patient expectations and the reality received, leading to a negative perception of service quality.

Methodology and Findings

This study employed a quantitative approach with an explanatory research design to investigate the relationship between patient perception of service quality and re-visit interest. The research population consisted of all inpatients who met specific criteria. The results showed a significant relationship between patient perception of service quality and re-visit interest, with a focus on the following aspects:

Physical Evidence: The quality of physical evidence, including the aesthetics and comfort of treatment rooms, completeness of facilities, and environmental cleanliness, was found to be a dominant factor in patient perception of service quality.
Reliability: The timeliness and consistency of services, including the arrival of doctors and the completeness of information provided, were also found to be significant factors in patient perception of service quality.
Responsiveness: The ability and speed of health workers in responding to patient needs, including rapid responses to complaints and requests for assistance, were found to be important factors in patient perception of service quality.
Guarantee: The trust and safety provided by health workers, clear operating procedures, and transparent information were found to be significant factors in patient perception of service quality.
Empathy: The attitudes and behavior of empathy displayed by health workers, including listening to complaints attentively, providing emotional support, and understanding the patient's perspective, were found to be important factors in patient perception of service quality.

Multivariate Analysis

Multivariate analysis revealed that the perception of quality of physical evidence and perception of reliability quality were dominant factors that affected re-visit interest. Meanwhile, the perception of the quality of responsiveness, the quality of guarantees, and the quality of empathy acted as confounding variables.

Implications and Recommendations

This study confirms the importance of service quality in building patient trust and loyalty. The results provide recommendations for the Malahayati Islamic Hospital Medan to continue to improve and maintain the quality of services, particularly in terms of physical evidence, reliability, responsiveness, guarantees, and empathy. This aims to create positive perceptions for patients and their families, thus encouraging the interest of repeat visits and utilization of health services in the hospital.

Key Aspects to Improve Service Quality

To improve service quality and build positive perceptions of patients, the following aspects need to be considered:

Physical Evidence: Pay attention to the aesthetics and comfort of treatment rooms, completeness of facilities, and environmental cleanliness.
Reliability: Increase the timeliness and consistency in providing services, such as the timeliness of the doctor's arrival, and the completeness of the information provided.
Responsive Power: Improve the ability and speed in responding to patient needs, such as rapid responses to complaints and requests for assistance.
Guarantee: Increase patient trust and safety through health workers' competencies, clear operating procedures, and transparent information.
Empathy: Improve the attitudes and behavior of empathy for health workers, such as listening to complaints attentively, providing emotional support, and understanding the patient's perspective.

Conclusion

In conclusion, this study highlights the importance of service quality in building patient trust and loyalty. The results provide recommendations for the Malahayati Islamic Hospital Medan to improve and maintain the quality of services, particularly in terms of physical evidence, reliability, responsiveness, guarantees, and empathy. By focusing on these aspects, the hospital can build a positive image and increase the interest of patient visits, ultimately impacting the growth and sustainability of the hospital in providing quality health services for the community.
Frequently Asked Questions (FAQs) about the Effect of Patient Perception on the Interest of Re-Visit at the Islamic Hospital Malahayati Medan

Q: What is the main focus of this study? A: The main focus of this study is to investigate the relationship between patient perception of service quality and re-visit interest at the Islamic Hospital Malahayati Medan.

Q: What are the key aspects of service quality that were studied? A: The key aspects of service quality that were studied include physical evidence, reliability, responsiveness, guarantees, and empathy.

Q: What were the findings of the study regarding physical evidence? A: The study found that the quality of physical evidence, including the aesthetics and comfort of treatment rooms, completeness of facilities, and environmental cleanliness, was a dominant factor in patient perception of service quality.

Q: What were the findings of the study regarding reliability? A: The study found that the timeliness and consistency of services, including the arrival of doctors and the completeness of information provided, were significant factors in patient perception of service quality.

Q: What were the findings of the study regarding responsiveness? A: The study found that the ability and speed of health workers in responding to patient needs, including rapid responses to complaints and requests for assistance, were important factors in patient perception of service quality.

Q: What were the findings of the study regarding guarantees? A: The study found that the trust and safety provided by health workers, clear operating procedures, and transparent information were significant factors in patient perception of service quality.

Q: What were the findings of the study regarding empathy? A: The study found that the attitudes and behavior of empathy displayed by health workers, including listening to complaints attentively, providing emotional support, and understanding the patient's perspective, were important factors in patient perception of service quality.

Q: What are the implications of the study for the Islamic Hospital Malahayati Medan? A: The study provides recommendations for the Islamic Hospital Malahayati Medan to continue to improve and maintain the quality of services, particularly in terms of physical evidence, reliability, responsiveness, guarantees, and empathy.

Q: What are the benefits of improving service quality at the Islamic Hospital Malahayati Medan? A: Improving service quality at the Islamic Hospital Malahayati Medan can lead to increased patient satisfaction, improved health outcomes, and a higher likelihood of repeat visits.

Q: How can the Islamic Hospital Malahayati Medan improve service quality? A: The Islamic Hospital Malahayati Medan can improve service quality by paying attention to the aesthetics and comfort of treatment rooms, increasing the timeliness and consistency of services, improving the ability and speed of health workers in responding to patient needs, increasing patient trust and safety, and improving the attitudes and behavior of empathy displayed by health workers.

Q: What is the significance of this study for the healthcare industry? A: This study highlights the importance of service quality in building patient trust and loyalty, and provides recommendations for healthcare providers to improve and maintain the quality of services.

Q: What are the limitations of this study? A: The study has several limitations, including the use of a quantitative approach, the reliance on self-reported data, and the limited sample size.

Q: What are the future directions for research on this topic? A: Future research on this topic could include a qualitative approach to explore the experiences and perspectives of patients and healthcare providers, a larger sample size to increase the generalizability of the findings, and a longitudinal design to examine the impact of service quality on patient outcomes over time.