THE IMPLICATION OF HEALTH SERVICE QUALITY TOWARDS PATIENT OVERALL SATISFACTION AND THE SOURCES OF EXPECTATION TO THE OVERALL EXPECTATION

• Main Author: Afiandi Pradipta, Luthfi
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/72376
• Institution: Institut Teknologi Bandung

In recent years, health care quality and patient satisfaction have gained an extra attention. In the era of BPJS, most private-owned hospital which does not join this program, has to be more aware of improvement of service quality. In Mutiara Bunda Women and Child Hospital Salatiga, increasing the quality of service become crucial as it is effective to generate more patients and cultivate the loyal ones. Thus, a comprehensive evaluation of the service quality, patient satisfaction, and the initial expectation of patient is necessary to be conducted. The purpose of this study includes both for practical and academic area. Practically, the results of this research will give an insight to the hospital about how to conduct the service improvement. The expectation and perception towards service will give an understanding about what the patient actually expect and how the hospital has performed to fulfill the expectation. For academic area, this research contributes to provide the measurement of health service quality with the context-specific construct and investigate its implication to the overall patient satisfaction. This research combines the contextspecific construct of health service quality and the SERVQUAL approach which include the expectation towards service in the analysis. Furthermore, the investigation of patient’s sources of expectation is also undertaken and adding more value to this research. The research was conducted in Mutiara Bunda Women and Child Hospital Salatiga and involving the patient in gynecology department in this hospital. The questionnaire was administered to obtain the data of patient. An amount of 100 respondents was calculated by Solvin formula with margin of error of 10%. Both inpatient and outpatient contributed in this research. Data were analyzed using SPSS 20 and Microsoft Excel with the techniques of multi-linear regression, paired t-test, and one way ANNOVA. This research was undertaken between February until August 2016. The result indicated that the four indentified health service quality significantly influence the patient satisfaction. However, interpersonal and administrative accounted for the particular aspect that influenced the satisfaction. In addition, four sources of expectation also showed a significant contribution towards the overall satisfaction. Word of mouth, Personal needs, and Image and reputation are the sources that influence the shaping of patient’s expectation.