Comparative Analysis Of Service Quality On Patient Satisfaction Levels In Government And Private Hospitals In Medan City In 2022
DOI:
https://doi.org/10.51601/ijhp.v4i1.251Abstract
This study compares service quality to patient satisfaction in government and private hospitals in Medan
City in 2022. This study used a survey method using a questionnaire as a data collection instrument. The
research respondents were patients who used government and private hospital services. The data collected
includes service quality dimensions, such as tangibles, reliability, responsiveness, assurance, and empathy.
In addition, the data also consists of the level of patient satisfaction with the services provided by the
hospital. Comparative analysis of service quality and patient satisfaction levels was carried out using
appropriate statistical techniques, such as testing the difference between two groups of hospitals
(government vs. private) using appropriate statistical tests. The results of this analysis will provide an
understanding of the differences in service quality between government and private hospitals, as well as
the related level of patient satisfaction. This research is expected to contribute to the development and
improvement of health services in hospitals, especially in the city of Medan. The results of this study can
also be input for hospital management to improve service quality and patient satisfaction. Thus, hospitals
can provide better services and meet patient expectations to enhance the reputation and competitiveness of
both government and private hospitals in Medan City. Especially in the city of Medan. The results of this
study can also be input for hospital management to improve service quality and patient satisfaction. Thus,
hospitals can provide better services and meet patient expectations to enhance the reputation and
competitiveness of both government and private hospitals in Medan City. Especially in the city of Medan.
The results of this study can also be input for hospital management to improve service quality and patient
satisfaction. Thus, hospitals can provide better services and meet patient expectations to enhance the
reputation and competitiveness of both government and private hospitals in Medan City.
References
Al Khattab, S. A., & Aldehayyat, J. S. (2011). Perceptions of Service Quality in Jordanian Hotels. International
Journal of Business and Management, 6(7), 226–233. https://doi.org/10.5539/ijbm.v6n7p226
Alkuwaiti, A., Maruthamuthu, T., & Akgun, S. (2020). Factors associated with the quality of outpatient service:
The application of factor analysis–A case study. International Journal of Healthcare Management, 13(S1),
–93. https://doi.org/10.1080/20479700.2017.1422910
Donabedian, A. (1989). The Quality of Care: How Can It Be Assessed? JAMA: The Journal of the American
Medical Association, 261(8), 1151. https://doi.org/10.1001/jama.1989.03420080065026
Faisal, A. S., Haque, R., Rahman, A. K., & Connie, A. (2020). The Influence of e-Service Quality Dimensions
on Customer Satisfaction and Purchase Intention: An Indian e-Market Perspective. Asian Journal of
Technology & Management Research, 10(1), 1–22.
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Badan Penerbit Universitas
Diponegoro: Semarang.
KARS. (2017). Standar Nasional Akreditasi Rumah Sakit Edisi 1. In Standar Nasional Akreditasi Rumah Sakit
(Vol. 1).
Kementrian Kesehatan RI. (2009). UU No. 44 Tahun 2009 Tentang Rumah Sakit. Undang-Undang Republik
Indonesia, 1, 41. https://peraturan.go.id/common/dokumen/ln/2009/uu0442009.pdf
Parasuraman, A., Zeithaml, V. a, & Berry, L. L. (1988). SERQUAL: A Multiple-Item scale for Measuring
Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40. https://doi.org/10.1016/S0148-
(99)00084-3
Ramez, W. S. (2012). Patients ’ Perception of Health Care Quality , Satisfaction and Behavioral Intention : An
Empirical Study in Bahrain. International Journal of Business and Social Science, 3(18), 131–141.
Safitri, I., & Kautsar, A. P. (2013). Riview Jurnal: Peningkatan Mutu Pelayanan Kesehatan Dirumah Sakit
Menggunakan Metode Lean Management. Farmaka Suplemen, 15(1), 47–53.
International Journal of Health and Pharmaceuticals
Soekidjo Notoatmodjo. (2012). Metodologi Penelitian Kesehatan. Rineka Cipta.
Sugiyono. (2019). Statistika untuk Penelitian (3rd ed.). CV. Alfabeta.
Suwarno, B., & Nugroho, A. (2023). Kumpulan Variabel-Variabel Penelitian Manajemen Pemasaran (Definisi
& Artikel Publikasi) (Ed. 1st). Bogor: Halaman Moeka Publishing.
Suwarno, B., Rizal, S., Novalinda Ginting, C., Ermi Girsang, Alamsyah, B., & Tua Siregar, R. (2023). Analysis
of Post-COVID-19 Hospital Service Quality : A Study Based on Patient Perceptions. European Business &
Management, 9(2), 22–31. https://doi.org/10.11648/j.ebm.20230902.11
Wahdania, Saleh, D., & Fatmawati. (2015). Indeks Kepuasan Pasien Terhadap Pelayanan Rumah Sakit Umum
daerah (RSUD) Kabupaten Polewali Mandar. Jurnal Administrasi Publik, 1(1), 61–70.
Waine, I., Meliala, A., & Siswianti, V. D. Y. (2022). Penanganan Komplain Di Rumah Sakit. Jurnal
Manajemen Pelayanan Kesehatan, 23(04), 127–132. https://doi.org/10.22146/jmpk.v23i04.4253.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Bebie Ayura, Sri Wahyuni Nasution, Rapael Ginting
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
