scholarly journals INVESTIGATION OF THE EFFECT OF SERVICE QUALITY (SQ) ON PATIENT SATISFACTION (PS) IN GHANA USING THE SERVQUAL MODEL: THE CASE OF GREATER ACCRA REGIONAL HOSPITAL (GARH)

2021 ◽  
Vol 4 (2) ◽  
pp. 240-260
Author(s):  
Ronald ESSEL
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Regional Hospital

scholarly journals Service Quality (SQ) and Patients Satisfaction (PS) in Ghana: The Case of Greater Accra Regional Hospital (GARH)

2020 ◽  
Author(s):  
Ronald Ebenezer Essel
Keyword(s):  
Patient Satisfaction ◽  
Service Quality ◽  
Principal Component ◽  
Hospital Staff ◽  
Regional Hospital ◽  
Healthcare Sector ◽  
Healthcare Personnel ◽  
Public Healthcare ◽  
Service Improvement ◽  
Quantitative And Qualitative Research

Abstract Purpose/Objectives: The purpose of this inquiry was to investigate the role service quality (SQ) play in achieving patient satisfaction (PS), examine the nature of hospital staff/patience relationship and to explore the challenges faced by healthcare personnel in Greater Accra Regional Hospital [GARH], an important provider of secondary public healthcare in Ghana. Methods: A mixed-method approach/research design was espoused for the study which made use of both quantitative and qualitative research techniques. The study was based on questionnaires (utilization of SERVQUAL model) and interviews completed by 200 respondents selected via convenient sampling. SPSS version 25.0 was utilized for data analysis. Statistical analyses included descriptive statistics, principal component analyses, exploratory factor analyses with varimax rotation, reliability/validity analyses, and regression analyses.Findings: Findings revealed that the assurance dimension contributed most to patient satisfaction (β=0.26, p=0.000), and convenience & availability contributed least to patient satisfaction (β=0.12, p=0.008). In this circumstance, findings/recommendations established, should be considered crucial for hospital administrators and policy makers when dealing with decisions affecting service quality assessment by exploring the potential practicability of the SERVQUAL model as a pertinent contrivance for initiating continuous service improvement in Ghana’s public healthcare sector.

scholarly journals ANALISIS HUBUNGAN MUTU PELAYANAN DAN MANAJEMEN PENANGANAN KELUHAN DENGAN KEPUASAN PASIEN DI RSUD SIJUNJUNG

2018 ◽  
Vol 9 (1) ◽  
pp. 49
Author(s):  
Edison Edison
Keyword(s):  
Quality Of Service ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Regional Hospital ◽  
P Value ◽  
Chi Square ◽  
Cross Sectional ◽  
Consecutive Sampling ◽  
Complaint Handling

Abstract Regional Hospital Sijunjung is a state hospital class C, has a challenge in improving the quality of service for patient satisfaction, this is because the survey of public satisfaction index decreased from 2015-2016 year that is 43.78% decreased to 40.18%. This study aims to analyze the relationship analysis of relationship quality of service and management of complaint handling with patient satisfaction in Regional Hospital Sijunjung. This research is cross sectional study. This research was conducted in April-July 2017 in Regional Hospital Sijunjung. The population in this study were all patients treated in the inpatient ward of Regional Hospital Sijunjung with sample size 106 samples. Sampling technique with consecutive sampling. Data were analyzed univariat by using importance performance analysis (IPA) and bivariate by using chi square test.The results of research known patient satisfaction of service in regional hospitals Sijunjung able to meet patient expectations of 89.01%. A small percentage of respondents (9.4%) stated that the quality of service was poor. Less than half of respondents (29.2%) said the management of complaints handling is not good. There is relationship between service quality and management of complaint handling with patient satisfaction in Regional Hospital Sijunjung (p value <0,05). This study concludes that there are relationship of service quality and management of complaint handling with patient satisfaction. Continuous monitoring and evaluation of service quality through patient satisfaction survey and prompt response service to patient complaints. Keywords: Patient satisfaction, service quality, complaint handling Abstrak RSUD Sijunjung merupakan rumah sakit negeri kelas C, memiliki tantangan dalam peningkatan  mutu pelayanan untuk kepuasan pasien, hal ini karena survey indeks kepuasan masyarakat mengalami penurunan dari tahun 2015-2016 yaitu 43,78% menurun menjadi 40,18%. Penelitian ini bertujuan untuk menganalisis hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien di RSUD Sijunjung. Penelitian ini merupakan penelitian cross sectional. Penelitian ini dilakukan bulan April-Juli tahun 2017 di RSUD Sijunjung. Populasi dalam penelitian ini adalah semua pasien yang dirawat di ruang rawat inap RSUD Sijunjung dengan jumlah sampel 106 sampel. Teknik pengambilan sampel dengan consecutive sampling. Data dianalisis secara univariat dengan menggunakan importance performance analysis (IPA) dan bivariat dengan menggunakan uji chi square. Hasil penelitian diketahui kepuasan pasien terhadap pelayanan di RSUD Sijunjung mampu memenuhi harapan pasien sebesar 89,01%. Sebagian kecil responden (9,4%) menyatakan mutu pelayanan kurang baik. Kurang dari separoh responden (29,2%) menyatakan manajemen penanganan keluhan kurang baik. Terdapat hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien di RSUD Sijunjung (p value < 0,05). Penelitian ini menyimpulkan terdapat hubungan mutu pelayanan dan manajemen penanganan keluhan dengan kepuasan pasien. Perlu melakukan monitoring dan evaluasi secara terus menerus terhadap kualitas layanan melalui suvey kepuasan pasien dan layanan cepat tanggap terhadap keluhan pasien Kata kunci : Kepuasan pasien, mutu pelayanan, manajemen keluhan

scholarly journals PATIENT CENTEREDNESS IN HEALTH CARE: PERSPECTIVES FROM AN EMPIRICAL INVESTIGATION

2018 ◽  
Vol 11 (8) ◽  
pp. 450
Author(s):  
Rejikumar G ◽  
Archana Ks
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Partial Least Square ◽  
Least Square ◽  
Equation Modeling ◽  
Patient Centeredness ◽  
Personalized Health

Objectives: The objective of this study was to examine the formation of wellness perceptions and satisfaction from antecedents that explain various attributes regarding service quality perceptions about doctors by patients. The topic is of contemporary relevance as health-care firms are reengineering their competencies to deliver personalized health services to for unmatched experience to develop long-term relationships with patients.Methods: Responses from 280 patients about service quality attributes of doctors, wellness perceptions, and their satisfaction are collected using a structured questionnaire. An exploratory factor analysis was performed using SPSS. 20 to identify significant dimensions of doctor’s service quality. The theoretical model developed with these dimensions, wellness perceptions, and patient satisfaction was estimated using partial least square-based structural equation modeling approach to test hypotheses about linkages among these constructs.Results: The dimension structure of doctor’s service quality contained constructs such as “price affordability of medicines,” “quality of diagnosis,” “interaction quality of doctor,” “appropriateness of tests prescribed,” and “quality of usage prescriptions.” These service quality dimensions of doctor significantly develop wellness perceptions and satisfaction among patients. Wellness perceptions act as a mediator in satisfaction development.Conclusions: Patient satisfaction and wellness perceptions are of primary importance in improving service quality in health care and to remain competitive. The health-care firms should train their professionals to interact with the patients more efficiently by adhering to the philosophy of patient centeredness in their service process.

scholarly journals The Relationship Of Demand Utilization Of Health Service With Patient Satisfaction At Inpatient Care Unit Of Anuntaloko General Hospital

2020 ◽  
Vol 10 (1) ◽  
pp. 1-12
Author(s):  
Dwi Sitti Oktania
Keyword(s):  
Patient Satisfaction ◽  
Health Service ◽  
Service Quality ◽  
General Hospital ◽  
Inpatient Care ◽  
Sampling Technique ◽  
Cross Sectional Study ◽  
Cross Sectional ◽  
Referral Center

Hospital is a comprehensive form of health service institution, includes aspects of promotive, preventive, curative and rehabilitation, as well as a public health referral center. Demand on healthcare service theory consists of revenue, visit cost and  service quality. Anuntaloko Regional General Hospital Parigi Moutong Regency is a referral center and regionalization hospital in Central Sulawesi Province, which the number of visits in 2016 to 2018 in a row were 19.186, 10.971 and 12.954. The study was purposed to determined Relation Between Requests for Use of Health Service and Patient Satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. This was a quatitative analysis research with the cross sectional study approach. The population was patients on Inpatient Care Unit of Anuntaloko Regional General Hospital which amounted to 12.954 sampels and through purposive sampling technique. Data was analyzed univariate and bivariate variables using Chi-Square Test. The results showed that there are relation between revenue (p=0,002), visit cost (p=0,002) and service quality (p=0,000) with patients satisfaction on Inpatient Care Unit at Anuntaloko Regional General Hospital Parigi Moutong Regency. The Anuntaloko Regional General Hospital Parigi Moutong Regency is expected to observe routinly so that maintaining the service quality of the good things and improving the service quality of the lack variabels.

scholarly journals PERANAN SERVICE QUALITY TERHADAP PATIENT REVISIT INTENTION MELALUI PATIENT SATISFACTION PADA RUMAH SAKIT UMUM DAN RUMAH SAKIT SWASTA TIPE B

2008 ◽  
Vol 1 (1) ◽  
pp. 49
Author(s):  
Febry Adhiana
Keyword(s):  
Health Care ◽  
Patient Satisfaction ◽  
Service Quality ◽  
Health Care Professionals ◽  
Public Hospitals ◽  
Human Beings ◽  
Private Hospitals ◽  
Public And Private ◽  
Revisit Intention ◽  
Public And Private Hospitals

<p>Backg of nd: the increasing of awareness in health care by Indonesian people especially in Jakart Healthcare that health care professionals are highly dependent on each other to provide and coordi ate services of high value for human beings. Patients usually prefer to go to private hospitals hoping tc receive high service quality. But in fact, public hospitals have a good quality service also becau e ft is supported by the government.<br />Object ve to compare service quality, patient satisfaction and patient revisit intention of public and privatE hospitals.<br />Resea h design: this research applies to public and private hospitals in Jakarta and questionnaires were s read away to 97 respondents or patients from some public and private hospitals in Jakarta by usi g purpose sampling.<br />Findin s: There are no differences between private and public hospitals in service quality, patient satisf Um and patient revisit intention. Finally the implications of the results are highlighted for health :are managers.</p>

scholarly journals The Effect of Service Quality and Facilities against Satisfaction of Patients at Dental and Mouth Hospital Gusti Hasan Aman on Banjarmasin

2020 ◽  
Vol 3 (1) ◽  
pp. p15
Author(s):  
Ibrahim Daud ◽  
Dhelia
Keyword(s):  
Patient Satisfaction ◽  
Health Services ◽  
Service Quality ◽  
Community Health Centers ◽  
Family Doctors ◽  
Significance Level ◽  
Human Needs ◽  
Simultaneous Test ◽  
A Value ◽  
The Times

Human needs are unlimited and continue to evolve with the times, in this modern era people are not only focused on the hierarchical needs (hierarchy needs) but also the need for health services. Health services can be obtained by the community through hospitals, polyclinics, community health centers (puskesmas) and family doctors. This study aims to analyze the effect of service quality (X1) and facilities (X2) on patient satisfaction (Y) in RSGM-GHA. The study was conducted on 4,988 patients who came for treatment at RSGM-GHA and 100 patients were taken as samples. The analytical method used is multiple linear regression statistical analysis with the help of the SPSS program. The results showed that the variable services quality and facilities provided by the Gt. Hasan Aman to patient gives satisfaction with t test value: service quality (X1) of 0.679 with a significant 0.499> 0.05 and t-count is smaller than t table 0.679 <1.988 which means that there is no influence. While facilities (X2) of 13,242> 1,988 with a significant level of 0.00 showed a significant effect on patient satisfaction. F-test or simultaneous test shows that together service quality variables (X1) and Facility variables (X2) influence with a value of 215,812 significance level of 0,000 and R square value of 0.817 which means that both variables are very strong influence by 81.7 percent.

scholarly journals Inpatient Patient Satisfaction Influenced By Core Service Quality And Peripheral Service Quality (Study At Dr. SOEGIRI Hospital In Lamongan Regency)

2021 ◽  
Vol 12 (2) ◽  
pp. 98-103
Author(s):  
Mesra Surya Ariefin
Keyword(s):  
Regression Analysis ◽  
Patient Satisfaction ◽  
Linear Regression ◽  
Literature Review ◽  
Service Quality ◽  
Linear Regression Analysis ◽  
Multiple Linear Regression Analysis ◽  
Review Analysis ◽  
Core Service ◽  
Quality Study

This study aims to examine and analyze the effect of core service qualityand peripheral service quality on Patient Satisfaction at RSUD Dr.Soegiri Lamongan. The number of samples in this study were 36patients RSUD Dr. Soegiri Lamongan. Data collection techniques usingquestionnaires, interviews, and literature review. Analysis of the data inthis study is multiple linear regression analysis using SPSS 26 software.The results of this study indicate that core service quality and peripheralservice quality have a significant effect on Patient Satisfaction inpatientDr. Soegiri Lamongan in parallel or simultaneously

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