THE RELATIONSHIP BETWEEN THE QUALITY OF HEALTH SERVICES AND PATIENT SATISFACTION AT THE ENT POLYCLINIC OF MUARA TEWEH REGIONAL GENERAL HOSPITAL

Authors

  • Sapmiati Hanimah Universitas Sari Mulia
  • Mohammad Basit Universitas Sari Mulia
  • Muhammad Arief Wijaksono Universitas Sari Mulia
  • Hariadi Widodo Universitas Sari Mulia

DOI:

https://doi.org/10.51143/jksi.v10i2.852

Keywords:

Muara Teweh Regional General Hospital, Nursing Management, Outpatient, Patient satisfaction, Service quality

Abstract

High patient volume at the Otorhinolaryngology (ENT) polyclinic is driven by expectations for health improvement and satisfactory service delivery. Service quality is a critical factor for patients and a key competitive advantage for healthcare facilities, making its assessment essential. This study aimed to identify the relationship between healthcare service quality and patient satisfaction at the ENT Polyclinic of Muara Teweh Regional Hospital. This study employed a quantitative method with a correlational design, recruiting 62 respondents through accidental sampling. Data were analyzed using univariate analysis and the Spearman Rank correlation test. The results indicated that a vast majority of patients perceived the service quality as poor (93.5%) and reported dissatisfaction (71.0%). Specifically, the service quality dimensions receiving the most negative evaluations were empathy and tangibles. Bivariate analysis revealed a strong and statistically significant correlation between healthcare service quality and patient satisfaction (p=0.001<0.05). This finding underscores that service quality, particularly concerning interpersonal interactions and physical facilities, is a significant predictor of patient satisfaction at the ENT Polyclinic of Muara Teweh Regional Hospital.

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Published

2025-08-15

How to Cite

Hanimah, S., Basit, M., Wijaksono , M. A., & Widodo , H. (2025). THE RELATIONSHIP BETWEEN THE QUALITY OF HEALTH SERVICES AND PATIENT SATISFACTION AT THE ENT POLYCLINIC OF MUARA TEWEH REGIONAL GENERAL HOSPITAL. JURNAL KEPERAWATAN SUAKA INSAN (JKSI), 10(2), 211–218. https://doi.org/10.51143/jksi.v10i2.852

Issue

Vol. 10 No. 2 (2025): Jurnal Keperawatan Suaka Insan (JKSI)

Section

Articles

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Copyright (c) 2025 Sapmiati Hanimah, Mohammad Basit, Muhammad Arief Wijaksono , Hariadi Widodo

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