THE INFLUENCE OF SERVICE QUALITY ON INPATIENT SATISFACTION AT BHAYANGKARA HOSPITAL BANDAR LAMPUNG

Authors

  • Fajar Maha Putra Jasutama Universitas Bandar Lampung
  • Helmita Helmita Universitas Bandar Lampung
  • Muhammad Fakhri Universitas Bandar Lampung
  • Iskandar Ali Alam Universitas Bandar Lampung
  • Andala Rama Putra Barusman Universitas Bandar Lampung

Keywords:

Service Quality, Patient Satisfaction, Bhayangkara Hospital, Quantitative Research

Abstract

This study aims to analyze the influence of service quality on inpatient satisfaction at Bhayangkara Hospital Bandar Lampung. Utilizing a quantitative research design, data were collected from 99 inpatients through a structured questionnaire and analyzed using SPSS version 25. The results indicate a significant relationship between service quality and patient satisfaction, with a t-value of 3.093 and a p-value of 0.003. The regression analysis revealed an R² value of 0.90, suggesting that 90% of the variance in patient satisfaction can be explained by service quality. Key issues identified include unfriendly nurses, inadequate medical equipment, and long waiting times. The findings underscore the importance of improving service quality to enhance patient satisfaction and provide a competitive advantage for the hospital.

 

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Published

2024-03-30

Issue

Vol. 2 No. 1 (2024): Proceedings 8th International Workshop

Section

Articles