MANUSCRIPT FOR PUBLICATION

THE EFFECT OF SERVICE QUALITY ON PATIENT SATISFACTION

AT QUEEN LATIFA GENERAL HOSPITAL

Submitted by:
DANI SAHIRUL ALIM
20111030096

MAGISTER OF HOSPITAL MANAGEMENT STUDY PROGRAM

GRADUATE PROGRAM
UNIVERSITY OF MUHAMMADIYAH YOGYAKARTA
2018
 THE EFFECT OF SERVICE QUALITY ON PATIENT SATISFACTION
AT QUEEN LATIFA GENERAL HOSPITAL
Dani Sahirul Alim
Queen Latifa General Hospital
Jl. Siliwangi No. 118 Mlangi Nogotirto Gamping Sleman 55292
Email: [email protected]
Susanto
Hospital Management Study Program, University of Muhammadiyah Yogyakarta
Jl. Lingkar Selatan, Tamantirto, Kasihan, Bantul, Yogyakarta 55183
Email: [email protected]

ABSTRACT
Background:
Queen Latifa General Hospital is type D hospital that will be developed to be type C hospital.
This development is done to further improve the service and claim value of BPJS to increase the
welfare at Queen Latifa General Hospital, to fulfill the procurement of service facilities and to
increase the consumer satisfaction as well. It needs to do the research about how the level of
patient satisfaction towards the service of Queen Latifa General Hospital so that it is able to
know about quality of hospital service in order to be type C hospital in the future.
Method:
This research uses non-experimental quantitative design, with descriptive regression design, the
research design used is cross sectional because the data collection of independent variables and
dependent variable are done simultaneously at the same time, that is the quality of service
towards the patient satisfaction at Queen Latifa General Hospital.
Results and Discussion:
From the results of F test in this study, it is obtained the F value is 12.32 with a significance
number (P value) of 0.000. With 95% significance level, it means that variable of Tangibles,
Reliability, Responsiveness, Assurance, Empathy have significant influence on patient
satisfaction variable. The value of Adjusted R2 is 0.64 which means that the independent
variable (Tangibles, Reliability, Responsiveness, Assurance, Empathy) can explain the
dependent variable (Patient satisfaction) of 64%, while the rest is explained by other factors
which are not examined. The results of Multiple Regression Analysis Value of 0.29 on tangibles
variable is positive, the value of -0.24 in Reliability variable is negative, the value of -0.21 on
responsiveness variable is negative, the value of 0.64 on assurance variable is positive, and the
value of 0.35 on the empathy variable is positive, so that it can be concluded that the higher the
quality of empathy, the higher the patient satisfaction will be.
Conclusion:
The service quality at Queen Latifa General Hospital has been running well in terms of quality
of tangibles, reliability, responsiveness, assurance, and empathy.

Keywords: Service Quality, Patient Satisfaction

INTRODUCTION on the principles of patient safety with
Hospital service now leads to professional attitudes and quality and open
commodity goods which refer to the to the public. The quality of health services
economic power of society. The hospital as is one of the indicators of satisfaction that
an organization begin to change from a directly fosters the patient's willingness to
normative organization (social organization) “re-use” the service in the hospital.
to socio-economic organization. The shifting The quality of health services is
of the nature of the socio-economic business included from the medical and patient
of the hospital into a profit business raises technical aspects, or the quality of health is
the reciprocal claims of the parties based on the social point of view and the
concerned. Hospital owners want their overall health care system including the
institutions to be immediately profitable consequences of administration, finance,
economically, while the users of hospital equipment and other healthcare personnels³.
services demand better quality of the The quality in health service shows
hospital services¹. performance. In general, it is assumed that
Queen Latifa General Hospital which the better health service, the better quality
once was under the management of a socio- will be achieved. Appearance is the output
economic foundation, then it transformed of a health service. The output, which is
into a hospital whose management is under a good or bad, is influenced by process, input
Private Company or Limited Liability and environment4. According to research
Company and it has been a profit business. conducted Yulfita (2016) entitled "Analysis
As a profit business, Queen Latifa General of Service Quality Towards Patient
Hospital is required to always maintain the Satisfaction at Pasir Utama Community
trust of its patients by improving the quality Health Center", it is obtained that the
of service. This hospital is successful in service quality data does influences the
terms of the service and it is not only due to patient satisfaction in having medical
the completeness of the facility but also its treatment at that community health center.
service and the attitude of health workers This is due to the good quality can increase
which influence the perception significantly. people's trust when they want to have
The Law No. 44/2009 on Hospitals, medical treatment in that health instution. In
states that health services should be based fact, the quality of service of Pasir Utama
Community Health Center is not good, it can provide positive influence on satisfaction of
be seen from many respondents / people the patients with BPJS at Rehabilitasi Medik
who disagree with the statement given by Hospital. Determination Coefficient is 0,589
5
the researcher in questionnaire . or equal to 58,9% which means the variable
Patient satisfaction will bring good of physical evidence, reliability,
impact on the harmonious relationship of responsiveness, assurance and empathy give
patients with the company, encouraging influence to satisfaction of patients with
their loyalty in using the service, giving BPJS at Medical Rehabilitation Hospital 7.
personal recommendation to others which is Public health services in the JKN
an advantage for the company either in (National Health Assurance) Era still have
profit or increasing the reputation. many weaknesses. It can be seen from the
Hardiyansyah (2011) states that the service complaints of patients with BPJS. The
is qualified if the service provided meets and complaints so far include the lack of
exceeds the patient's needs6. government socialization on service system
Meutia Dewi’s research entitled of the patients with BPJS, BPJS card user
“Influence of Service Quality to Satisfaction facilities and others. This patient complaint
of BPJS Users Patient at Rehabilitasi Medik affects the patient's level of satisfaction
Hospital of East Aceh Regency” was towards the hospital as a BPJS provider
conducted in 2016. The purpose of this which will ultimately affect the patient's
research is to know the effect of service coverage in the hospital. Queen Latifa
quality on patient satisfaction of BPJS user General Hospital must compete with 76
at Rehabilitation Hospital of East Aceh (seventy-six) other hospitals in Yogyakarta
Regency. The population used was patients in improving the services to increase patient
of BPJS user at Rehabilitasi Medik Hospital satisfaction. As BPJS healthcare provider,
and there were 92 people used as samples of the hospital entitled to get payment of
the research. The research results multiple patients with BPJS who have medical check-
linear regression equation of KP = 2,479 + up examination in the hospitals.
0,261BF + 0,112K + 0,372DT + 0,022J + Queen Latifa General Hospital is a
0,122E which can be stated that the variable private hospital incorporated as a Limited
of physical evidence, reliability, Liability Company which was established in
responsiveness, assurance and empathy 2010. It is type D general hospital which
obtains the lowest claim value of BPJS MATERIALS AND METHODS
compared with type C, B or A ones8. Based This research uses non-experimental
on the results of the analysis of personnel quantitative design with correlational
needs, Queen Latifa General Hospital meets descriptive design that seeks the relationship
the standards of type C hospitals. The between two independent variables and
hospital will be developed into type C dependent variables.
hospital to further improve the service and The research design used is cross-
claims value BPJS to increase the welfare so sectional because the data collection of
that procurement facilities are met and independent variables and dependent
customer satisfaction is increased as well. variable were conducted simultaneously at
Patient satisfaction will benefit the the same time, that is service quality towards
harmonious relationship between the patient satisfaction at Queen Latifa General
patients and the hospital, encouraging Hospital.
patient loyalty in using the hospital service The sampling technique used in this
and patient personal recommendation on the research is nonprobability sampling which
hospital services which finally result in allows the researcher freely to determine
increasing the profit or reputation of the members who become the sample. Then
hospital. Hardiyansyah (2011) states the purposive sampling method was chosen
qualified service is the service which meets because the method is the method of
and exceeds the patient needs6. selecting a sample which is based on the
Based on the above background, the respondents who have met the criteria have
research will be entitled "The Influence of been determined by researchers.
Service Quality Towards Patient a. Inclusion:
Satisfaction at Queen Latifa General 1) Patients who have been undergoing
Hospital ". The results of this study can give medical treatment for more than two
an illustration about the quality of hospital days and hospitalized in the wards of
services, the level of patient satisfaction on Queen Latifa General Hospital.
health services at Queen Latifa General 2) Patients aged 20 years and over.
Hospital according to the needs of 3) Patients who have good
consumers and its high selling value. communication skill.
 4) Patients who are willing to be research General Hospital, the researcher uses the
respondents. following instrument;
b. Exclusion: Observation Guidelines which had been
1) Illiterate patients prepared to find the condition of health care
2) Patients who refuse to be respondents at Queen Latifa General Hospital. The
There are 100 respondents involved in observation guidelines are used for
this research. observation in accordance with research
Data collection technique aims to collect objectives. The questionnaires were made in
data or information which explains the the form of multiple choice categories using
problem or research objectively. The data Linkert scale.
collection technique used in this research
are: RESULTS
c. Observation The average response score of
Observation is a planned procedure by Tangibles variable is 3.36 and the standard
observing directly and documenting the deviation is 0.56, it means that the standard
9
findings related to the problem in the study . deviation is less than the average value. It
The observation in this research is indicates that the data distribution of the
conducted by observing the service activities respondent perception towards tangibles
at Queen Latifa General Hospital. (X1) at Queen Latifa General Hospital is
d. Questionnaire Method good.
Questionnaires which are used to The average response score of
determine the service quality is an Reliability variable is 3.41 and the standard
adaptation of Zeithaml - Parasuraman – deviation is 0.61, it means the standard
Berry’s consisting of 5 dimensions; deviation is less than the average value. It
Tangible, Reliability, Responsiveness, indicates that the data distribution of the
Assurance, and Empaty10. respondent's perception towards Reliability
The research instrument is a tool (X2) at Queen Latifa General Hospital is
used to measure the variables studied. In the good.
research of Public Satisfaction Analysis The average response score of
Towards Health Services at Queen Latifa Responsiveness variable is 3.33 and the
standard deviation is 0.56, it means the
standard deviation is less than the average In t test it is obtained that the data on
value. It indicates that the data distribution Tangibles variable with level of significance
of the respondent's perception towards is 95% (α = 0,05). The number of
Responsiveness Evidence (X3) at Queen significance (P Value) on Tangibles variable
Latifa General Hospital is good. is 0,045 <0,05 and Reliability with 95%
The average response score of significance level (α = 0,05). Number of
Assurance variable is 3.29 and the standard significance (P Value) on Reliability
deviation is 0.63, it means the standard variable equal to 0,023 <0,05.
deviation is less than the average value. It Responsiveness with 95% significance level
indicates that the data distribution of the (α = 0.05). The number of significance (P
respondent's perception towards Evidence Value) on Responsiveness variable is
Assurance (X4) at Queen Latifa general 0,465> 0,05 and Assurance with 95%
hospital is good. significance level (α = 0,05). The number of
The average response score of the significance (P Value) on assurance variable
Empathy variable is 3.57 and the standard is 0,001 <0,05 and Empathy with 95%
deviation is 0.52, it means the standard significance level (α = 0,05). The number of
deviation is less than the average value. It significance (P Value) on Empathy variable
indicates that the data distribution of the is 0,004 <0,05. Thus, it gives a decision to
respondent's perception towards Empathy accept Ho which means there is no
Proof (X5) at Queen Latifa general hospital significant influence between mutual service
is good. quality variables of the dimension.
The average response score of the The result of this study differs from
Satisfaction variable is 0.84 and the standard the results of research conducted by
deviation is 0.35, in means the standard Agustiono and Sumarno in 2006 and
deviation is less than the average value. It research conducted by Bustan in 2012 which
indicates that the distribution of data of the state that all aspects of service quality,
perception of respondents towards reliability, responsiveness, empathy,
Satisfaction (Y) at Queen Latifa general assurance, and physical evidence have
hospital is good. influence towards patient satisfaction. In the
research conducted by Agustiono and
DISCUSSION Sumarno in 2006, it was obtained that the
higher level of service quality provides H0 is rejected or it means variable of
higher satisfaction to the patient. Service Tangibles, Reliability, Responsiveness,
providers who provide high quality and Assurance, and Empathy have significant
excellent service are the objective of the influence together toward patients
satisfied customer11. satisfaction variable.
According to Tjiptono (2008), This result is similar with the research of
customer satisfaction is a conscious Dewi Mutia in 2016 entitled The Influence
evaluation or cognitive assessment of of Service Quality Towards Patients with
whether the performance of products/service BPJS Satisfaction at Rehabilitasi Medik
is relatively good or bad, or whether the Hospital of East Aceh Regency where it was
product/service is suitable or not suitable obtained, based on above table, the F
with the purpose of the users12. arithmetic is 9,158, while F table was
The result of t test in this research is obtained from (k-1 = 5-1 = 4) and (n-k = 92-
similar to the previous research entitled The = 87) at α5% and it resulted 2.48, thus F
Analysis of The Service Quality Towards arithmetic > F table (9,158> 2,48). It can be
The Satisfaction of The Patient at Pasir stated that simultaneously the physical
Utama Community Health Center in 2016 evidence variable, reliability, power
(Yulfita, 2016) which explains that the result responsiveness, assurance and empathy have
of correlation coefficient calculation shows significant effect towards the satisfaction of
the relationship between service quality patients with BPJS at Rehabilitasi Medik
towards patient satisfaction is very low, but Hospital. In fact, it is in accordance with the
in the calculation of Coefficient of hypothesis states that service (physical
determination it results the influence of evidence, reliability, responsiveness,
quality of service towards patient assurance and empathy) simultaneously
satisfaction is very high5. have significant effect towards patient with
From the results of F test in this study, it is BPJS satisfaction7.
obtained that F value of 12.32 with a The result of this study differs from
significance number (P value) of 0.000. The the results of research conducted by
significance level is 95% (α = 0.05). The Agustiono and Sumarno in 2006 and
significance number (P value) is 0.000 research conducted by Bustan in 2012 which
<0.05. Based on the comparison above, then state that all aspects of service quality,
reliability, responsiveness, empathy, improvement it does not affect the increase
assurance, and physical evidence have of patient satisfaction.
influence towards patient satisfaction. In the CONCLUSION
research conducted by Agustiono and Value (P Value) on Tangibles variable has a
Sumarno in 2006, it was obtained that the significant influence towards patient
higher level of service quality provides satisfaction variable. There is significant
higher satisfaction to the patient. Service influence on the variable of patient
providers who provide high quality and satisfaction in the reliability variable and
excellent service are the objective of the there is no significant effect on patient
11
satisfied customer . satisfaction variable in the variable
According to Kotler in Widiyanto Responsiveness. Moreover, there is
(2003), only customer-oriented company significant influence on patient satisfaction
will survive as they can give better value variable in Assurance variable and there is
than their competitors to targeted customers. significant influence to patient satisfaction
It can be said that the customer satisfaction variable in Empathy variable as well.
is defined as follows: "Customer satisfaction
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