Relationship Between Service Quality and Patient Satisfaction in the Inpatient Room of Adventist Hospital Manado
DOI:
https://doi.org/10.51601/ijhp.v5i4.474Abstract
This study investigates the relationship between service quality and patient satisfaction in inpatient wards at Adventist Hospital Manado, a leading private healthcare institution in North Sulawesi, Indonesia. Using the SERVQUAL model—which evaluates five dimensions of service quality: Tangibles, Reliability, Responsiveness, Assurance, and Empathy—the research aims to identify which dimensions most significantly influence patient satisfaction. A quantitative correlational design was employed, involving 95 respondents selected through purposive sampling from the Seiruni and Asteir inpatient wards, covering all hospitalization classes (Class 1–3, VIP, Silver, and Gold). Data were collected through structured questionnaires and analyzed using multiple linear regression via SPSS 25.0. Descriptive results indicated that Responsiveness received the highest average score, followed by Empathy and Assurance. The regression analysis revealed that Tangibles and Reliability had a statistically significant positive effect on patient satisfaction, while Responsiveness, Assurance, and Empathy, although positively correlated, did not reach significance. The model accounted for 74.3% of the variance in patient satisfaction (R² = 0.743), indicating strong explanatory power. These findings suggest that physical infrastructure, cleanliness, medical equipment, and consistency in care delivery are critical determinants of patient satisfaction. Although interpersonal aspects such as empathy and courtesy remain essential, patients prioritize visible service reliability and facility quality. The study underscores the importance of strategic improvements in operational consistency and hospital environment to enhance overall patient experience.
Downloads
References
Adhikari, M., Khatri, R. B., & Koirala, S. (2021). Patient satisfaction and its socio-demographic correlates in a tertiary public hospital in Nepal: a cross-sectional study. BMC Health Services Research.
Alemu, A. T., Bogale, E. K., Bogale, S. K., Desalew, E. G., Andarge, G. A., Seid, K., Lakew, G., Yirsaw, A. N., Tefera, M., Delie, A. M., & Belay, M. A. (2024). Patient satisfaction and associated factors with inpatient health services at public hospitals in Ethiopia: a systematic review and meta-analysis. BMC Health Services Research, 24, Article 1042. https://bmchealthservres.biomedcentral.com/articles/10.1186/s12913-024-11552-5
Alhusban, M. A., & Abualrub, R. F. (2009). Patient satisfaction with nursing care in Jordan. Journal of Nursing Management, 17(6), 749–758. https://onlinelibrary.wiley.com/doi/epdf/10.1111/j.1365-2834.2008.00927.x
Arinda, 2021, Peingaruih Kuialitas Peilayanan Teirhadap Keipuiasan Pasiein Rawat Inap Ruimah Sakit Umuim Dr. Gl. Tobing Tanjuing Morawa, 70 Hal.
Aziz, A., Riyan, R., & Rosidawati, R. (2023). Pengaruh Kualitas Pelayanan terhadap Tingkat Kepuasan Pasien BPJS di Ruang Rawat Inap RS Bunda Sejati Kota Tangerang. BEST Journal (Biology Education, Sains and Technology), 2023.
Basir dan Wahyono, 2023. Determinan Kepuasan Pasien pada Pelayanan Rawat Inap di Rumah Sakit di Indonesia : Systematic Literature Review, Jurnal Kesehatan Mahardika 2355-0724 Vol 10 No 2. https://www.researchgate.net/publication/374559790_Determinan_Kepuasan_Pasien_pada_Pelayanan_Rawat_Inap_di_Rumah_Sakit_Systematic_Literature_Review
Batbaatar, E., Dorjdagva, J., Luvsannyam, A., Savino, M. M., & Amenta, P. (2017). Determinants of patient satisfaction: A systematic review. Perspectives in Public Health, 137(2), 89–101. https://journals.sagepub.com/doi/10.1177/1757913916634136
Badan Pusat Statistik Indoneisia, 2024. Jumlah Rumah Sakit Umum, Rumah Sakit Khusus, Puskesmas, Klinik Pratama, dan Posyandu Menurut Provinsi, 2022.
Binsalih, S. A., Al-Johani, M., Awadalla, I., El Beltagy, N. M., Al Wadaani, H., & Abdul Braheem, M. A. (2011). Inpatients’ care experience and satisfaction study in a Saudi tertiary care hospital. Saudi Medical Journal, 32(11), 1134-1140.
Camala, A., Marwati, T. A., & Akrom, A. (2022). Faktor-Faktor yang Berhubungan dengan Kepuasan Pasien terhadap Pelayanan Keperawatan Ruang Rawat Jalan Rumah Sakit Umum Daerah Bahteramas Provinsi Sulawesi Tenggara di Masa Pandemi Covid-19. Syntax Literate; Jurnal Ilmiah Indonesia, 7(2), 2443-2468.
Chandra, et al 2020, Seirvicei Quiality Consuimeir Satification dan Consuimeir Loyalty: Tinjauian Teioritis, IRDH (Inteirnational Reiseiarch dan Deiveilopmeint For Huiman Beiing), Hal 230.
Fekadu, A., Andualem, M., & Yohannes, H. (2011). Assessment of clients’ satisfaction with health service deliveries at Jimma University Specialized Hospital. Ethiopian Journal of Health Sciences, 21(2), 101–110.
Gavurova, B., Dvorsky, J., & Popesko, B. (2021). Patient satisfaction determinants of inpatient healthcare. International Journal of Environmental Research and Public Health, 18(21), 11337.
Hafiz, W. U., Darakzai, Hikmatullah Safi, & Hamdard, H. R. (2025). Evaluating Professionalism, Empathy, and Patient Satisfaction in Clinical Encounters: A Cross-Sectional Study at Ali Abad Teaching Hospital, Kabul, Afghanistan. Frontier in Medical & Health Research, 3(3).
Hendrayadi, et al 2023 Kualitas Pelayanan Publik, Padang : PT Global Eksekutif Teknologi, Hal 235. https://www.researchgate.net/publication/371733445_KUALITAS_PELAYANAN_PUBLIK
Iskandar, A., & Februadi, A. (2021). Pengaruh Dimensi Service Quality terhadap Kepuasan Pasien di Bagian Rawat Inap Rumah Sakit Immanuel Bandung. Majalah Ilmiah UNIKOM, 19(2), 87-95. https://www.researchgate.net/publication/357881170_Pengaruh_Dimensi_Service_Quality_Terhadap_Kepuasan_Pasien_di_Bagian_Rawat_Inap_Rumah_Sakit_Immanuel_Bandung
Javed, S. A., & Ilyas, F. (2018). Service quality and satisfaction in healthcare sector of Pakistan — the patients’ expectations. International Journal of Health Care Quality Assurance, 31(6), 489-501.
Keimeinkeis. 2022. Keipuituisan Direiktuir Jeindeiral Peilayanan Keiseihatan Nomor HK.02.02/I/1811/2022 Teintang Peituinjuik Teiknis Keisiapan Sarana Prasarana Ruimah Sakit Dalam Peineirapan Keilas Rawat Inap Standar Jaminan Keiseihatan Nasional. Hal 21 fileiuinduihan_1661758868_683827.pdf (keimkeis.go.id)
Mui’ah, 2014, Kuialitas Peilayanan Ruimah Sakit Teirhadap Emosi dan Keipuiasan Pasiein, Sidoarjo : Zifatama. KUALITAS LAYANAN RUMAH SAKIT Teirhadap Emosi dan Keipuiasan Pasiein - Dr. Hj. Mui'ah, SE, MM - Googlei Buikui. https://books.google.co.id/books?id=twcUEAAAQBAJ&printsec=frontcover&hl=id&source=gbs_ge_summary_r&cad=0#v=onepage&q&f=false
Machmuid, 2020, Peingaruih Kuialitas Layanan Teirhadap Keipuiasan Pasiein Rawat Inap, 2089-0583, JURNAL VOICE OF MIDWIFERY Nomor 2. file:///D:/KULIAH/Jurnal/Jurnal/107-Article%20Text-367-1-10-20201010.pdf
Manuihuiwui, 2020, Analisis Peingaruih Kuialitas Peilayanan Teirhadap Keipuiasan Pasiein Rawat Inap Di Ruimah Sakit Tk Iii Prof Dr. J.A Latuimein Ambon, 59 Hal. https://repository.unhas.ac.id/id/eprint/3163/
Manuiruing, 2019, Peingaruih Kuialitas Peilayanan Peirawat Teirhadap Keipuiasan Pasiein Di Ruiang Rawat Inap Rsuid Dr.Pirngadi Meidan, 127 Hal
Machali, 2021, Metode Penelitian Kuantitatif, Yogyakarta: Fakultas Ilmu Tarbiyah dan Keguruan Universitas Islam Negeri (UIN) Sunan Kalijaga, hal 253. METODE PENELITIAN KUANTITATIF + COVER.pdf.
file:///D:/KULIAH/Jurnal/METODE%20PENELITIAN%20KUANTITATIF%20+%20COVER.pdf
Muliyani, R., Fatimah, F. S., Sarwadhamana, J. (2022). Kualitas Pelayanan dan Kepuasan Pasien Rawat Jalan Pengguna Jaminan Sosial Kesehatan. Jurnal Kesehatan Masyarakat Indonesia.Volume 17 nomor 2.
https://jurnal.unimus.ac.id/index.php/jkmi/article/view/8762
Purwitasari, S., Chriswardani, S., & Purnami, C. T. 2023. Hubungan Tangibles, Reliability, Responsiveness, Assurance, Dan Empathy Terhadap Kepuasan Pasien Kemoterapi Di Rumah Sakit X Di Kabupaten Semarang. HJK: Holistik Jurnal Kesehatan, 17(4), 277-284.
Putri, D. U. P. 2017. Hubungan Responsiveness Dan Assurance Dengan Kepuasan Pasien Pemegang (KIS) Kartu Indonesia Sehat. Jurnal Ilmiah Kesehatan, 6(1), volume 6 Nomor 1. file:///C:/Users/MUTU/Downloads/admin,+%23%23default.groups.name.manager%23%23,+8.+Dian.pdf
Setianingsih, Susanti, 2021, Pengaruh Kualitas Pelayanan Kesehatan Terhadap Kepuasan Pasien Di Rumah Sakit “S”, Menara Medika, volume 4, nomor 1,2723-6862.
https://www.jurnal.umsb.ac.id/index.php/menaramedika/article/view/2741
Sondakh, Y. J., Wowor, R. E., & Kolibu, F. K. 2019. Hubungan Mutu Pelayanan Kesehatan Dengan Kepuasan Pasien Rawat Inap Rumah Sakit Tingkat IV Lanud Sam Ratulangi. Kemas: Jurnal Kesehatan Masyarakat Universitas Sam Ratulangi, 8, 7.
Suciati, G., Zaman, C., & Gustina, E. 2023. Analisis Kepuasan Pasien Terhadap Pelayanan Di Rumah Sakit Umum Daerah Dr. H. Mohamad Rabain Kabupaten Muara Enim Tahun 2022. JKM: Jurnal Kesehatan Masyarakat ITEKES Cendekia Utama Kudus, 11(1), 102-116.
Sulystiyowati, 2018, Kualitas Layanan, Cetakan pertama Umsida Press, hal 123. https://press.umsida.ac.id/index.php/umsidapress/article/view/978-602-591-436-2/836
Sulistyowati, T. W., Suryani, L., & Harokan, A. 2024. Analisis Kepuasan Pasien Pada Pelayanan Rawat Inap Di Rumah Sakit Umum Daerah. Cendekia Medika: Jurnal STIKES Al-Ma’arif Baturaja, 9(2), 255-264.
file:///C:/Users/MUTU/Downloads/agung,+6.382-Article+Text-2675-1-6-20240529+(255+-264).pdf
Suipryanto, Dr Ernawaty, 2022, Peimasaran Jasa Keiseihatan, PT Rajagrafindo Peirsada, jilid 1 Hal 469.
Suriani, R. (2023). Hubungan Kualitas Pelayanan; Keandalan dengan Kepuasan Pasien terhadap Pelayanan Keperawatan di IRNA Ambun Pagi RSUP. Dr. M. Djamil Padang. Jurnal Ilmu Kesehatan Dharmas Indonesia, 3(1), 13–18.
Susanti, A., Razak, A., & Muchlis, N. 2021. Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Inap di RSUD Labuang Baji Makassar pada Masa Pandemi Covid-19. An Idea Health Journal, 1, 03.
Umoke, M. J., Umoke, P. C. I., Nwimo, I. O., Nwalieji, C. A., Onwe, R. N., Ifeanyi, N. E., & Olaoluwa, A. S. (2020). Patients’ satisfaction with quality of care in general hospitals in Ebonyi State, Nigeria, using SERVQUAL theory. SAGE Open Medicine, 8, 2050312120945129. https://doi.org/10.1177/2050312120945129
Vanchapo, Maghrifo, 2022, Muitui Peilayanan Keiseihatan dan Keipuiasan Pasiein, Tangeirang: Tata Muitiara Hiduip Indoneisia. https://www.scribd.com/document/712749364/MutuPelayananKesehatandanKepuasanPasien
Widayanti, E., Imallah, R. N., & Kurniasih, Y. (2024). Hubungan Kehandalan (Reliabillity) Pelayanan Keperawatan Dengan Kepuasan Pasien Di RS PKU Muhammadiyah Yogyakarta. Prosiding Seminar Nasional Penelitian Dan Pengabdian Kepada Masyarakat LPPM Universitas ’Aisyiyah Yogyakarta, 2, 353–359. https://proceeding.unisayogya.ac.id/index.php/prosemnaslppm/article/view/826
Yusefi, A. R., Davarani, E. R., Daneshi, S., Bastani, M., Mehralian, G., & Bastani, P. (2022). Responsiveness level and its effect on services quality from the viewpoints of the older adults hospitalized during COVID-19 pandemic. BMC Geriatrics, 22(1), 653.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Virginia Christy Porong, Suryadi N. N. Tatura, Novie H. Rampengan
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
