Service Quality Factors Associated with Patient Satisfaction in the Inpatient Installation of Stella Maris General Hospital, South Nias Regency, Year 2025
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Mesrawati Telambanua, Rahmat Alyakin Dachi, Frida Lina Tarigan, Kesaktian Manurung, Taruli Rohana Sinaga (2026). Service Quality Factors Associated with Patient Satisfaction in the Inpatient Installation of Stella Maris General Hospital, South Nias Regency, Year 2025. Journal of Pharmaceutical and Sciences, JPS Volume 9 Nomor 3 (2026). https://doi.org/10.36490/journal-jps.com.v9i3.1815
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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
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