Service Quality Factors Associated with Patient Satisfaction in the Inpatient Installation of Stella Maris General Hospital, South Nias Regency, Year 2025
Article Sidebar
Main Article Content
Page: 2974-2981
Abstract
Patient-reported service evaluations provide a basis for improving inpatient care. This analytical cross-sectional study examined associations between five SERVQUAL dimensions and patient satisfaction at Stella Maris General Hospital, South Nias Regency, Indonesia. A purposive sample of 115 respondents completed a structured questionnaire. Associations were assessed using Pearson’s chi-square tests and exploratory Firth penalized logistic regression. Overall, 59 respondents (51.3%) were satisfied. All five dimensions were associated with satisfaction in unadjusted analyses (all p < 0.001). Satisfaction ranged from 90.2% to 100.0% among respondents with high service-quality ratings, compared with 1.8% to 7.4% among those with low ratings. The dimensions were strongly correlated (r = 0.808–0.966). Adjusted odds ratios ranged from 1.53 to 11.11, and all 95% confidence intervals included 1. The adjusted odds ratios were 6.55 (95% CI 0.040–184.08) for responsiveness and 1.53 (95% CI 0.008–46.66) for tangibles. A sensitivity analysis restricted to 77 respondents with a recorded stay of at least two days yielded the same pattern. Favorable ratings across all five dimensions were associated with inpatient satisfaction, whereas the adjusted analysis did not identify an independently dominant dimension. The findings support an integrated approach to service improvement encompassing timely assistance, consistent care, effective communication, and the ward environment
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
References
World Health Organization. Quality health services: a planning guide. Geneva: World Health Organization; 2020.
Al-Abri R, Al-Balushi A. Patient satisfaction survey as a tool towards quality improvement. Oman Med J 2014;29:3–7. https://doi.org/10.5001/omj.2014.02. DOI: https://doi.org/10.5001/omj.2014.02
Kementerian Kesehatan Republik Indonesia. Peraturan Menteri Kesehatan Republik Indonesia Nomor 30 Tahun 2022 tentang Indikator Nasional Mutu Pelayanan Kesehatan. Jakarta: Kementerian Kesehatan Republik Indonesia; 2022.
Parasuraman A, Zeithaml VA, Berry LL. SERVQUAL: a multiple-item scale for measuring consumer perceptions of service quality. J Retail 1988;64:12–40.
Kotler P, Keller KL. Marketing management. 15th ed. Pearson; 2016. DOI: https://doi.org/10.1556/9789630597784
Zeithaml VA, Bitner MJ, Gremler DD. Services marketing: integrating customer focus across the firm. 6th ed. McGraw-Hill; 2013.
Bitner MJ. Servicescapes: the impact of physical surroundings on customers and employees. J Mark 1992;56:57–71. https://doi.org/10.1177/002224299205600205. DOI: https://doi.org/10.1177/002224299205600205
Rahmatia S, Basri M, Ismail I, Adi S, Nasrullah N, Ahmad A. Service quality in hospital inpatient care: SERVQUAL model approach. Health SA Gesondheid 2025;30:a3055. https://doi.org/10.4102/hsag.v30i0.3055. DOI: https://doi.org/10.4102/HSAG.v30i0.3055
Mini M, Olickal JJ, Stanley A, Anish TS, Chellappan V. Perceived healthcare quality as the predictor of patient satisfaction: findings from a public sector tertiary care hospital in Kerala, South India. Clin Epidemiol Glob Health 2025;35:102163. https://doi.org/10.1016/j.cegh.2025.102163. DOI: https://doi.org/10.1016/j.cegh.2025.102163
Al-Hammouri F, Hamdan KM, Haymour AM, Ibrahim MO, Malkawi A, Al-Hiary SS, et al. Quality of nursing care: predictors of patient satisfaction in a national sample. Nurs Open 2024;11:e2252. https://doi.org/10.1002/nop2.2252. DOI: https://doi.org/10.1002/nop2.2252
von Elm E, Altman DG, Egger M, Pocock SJ, Gøtzsche PC, Vandenbroucke JP. The Strengthening the Reporting of Observational Studies in Epidemiology (STROBE) statement: guidelines for reporting observational studies. PLoS Med 2007;4:e296. https://doi.org/10.1371/journal.pmed.0040296. DOI: https://doi.org/10.1371/journal.pmed.0040296
Babakus E, Mangold WG. Adapting the SERVQUAL scale to hospital services: an empirical investigation. Health Serv Res 1992;26:767–786.
Firth D. Bias reduction of maximum likelihood estimates. Biometrika 1993;80:27–38. https://doi.org/10.1093/biomet/80.1.27. DOI: https://doi.org/10.1093/biomet/80.1.27
Heinze G, Schemper M. A solution to the problem of separation in logistic regression. Stat Med 2002;21:2409–2419. https://doi.org/10.1002/sim.1047. DOI: https://doi.org/10.1002/sim.1047
Hojat M, Louis DZ, Maxwell K, Markham F, Wender R, Gonnella JS. Patient perceptions of physician empathy, satisfaction with physician, interpersonal trust, and compliance. Int J Med Educ 2010;1:83–87. https://doi.org/10.5116/ijme.4d00.b701. DOI: https://doi.org/10.5116/ijme.4d00.b701
Ayre J, Muscat DM, Mac O, Bonner C, Dunn AG, Dalmazzo J, et al. Helping patient educators meet health literacy needs: end-user testing and iterative development of an innovative health literacy editing tool. PEC Innov 2023;2:100162. https://doi.org/10.1016/j.pecinn.2023.100162. DOI: https://doi.org/10.1016/j.pecinn.2023.100162
Shortell SM, Blodgett JC, Rundall TG, Henke RM, Reponen E. Lean management and hospital performance: adoption vs. implementation. Jt Comm J Qual Patient Saf 2021;47:296–305. https://doi.org/10.1016/j.jcjq.2021.01.010. DOI: https://doi.org/10.1016/j.jcjq.2021.01.010
Altman DG, Royston P. The cost of dichotomising continuous variables. BMJ 2006;332:1080. https://doi.org/10.1136/bmj.332.7549.1080. DOI: https://doi.org/10.1136/bmj.332.7549.1080