Journals Information
Universal Journal of Management Vol. 7(4), pp. 125 - 133
DOI: 10.13189/ujm.2019.070401
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The Effect of Service Quality on the Satisfaction of Inapest Askes Patients in Sanglah Hospital Denpasar
Ni Nyoman Ayuningsih *
Religion and Culture, Faculty of Religion, Art and Culture, Hindu University of Indonesia (UNHI), Indonesia
ABSTRACT
In line with reforms in the health sector, Sanglah General Hospital in Denpasar continues to improve the quality of its services to satisfy patients. This study aims to determine the effect of service quality variables on the satisfaction of inpatients care at Sanglah Hospital Denpasar. The type of this study was a cross-sectional study with 78 respondents of Askes patients who were hospitalized or their families at Sanglah Hospital Denpasar. The research sample was taken through a purposive sampling technique according to the inclusion criteria. The variables of this study consisted of tangibles, reliability, responsiveness, assurance, and empathy as independent variables and patient satisfaction as the dependent variable. The instrument of this study was a questionnaire with a 5 level Likert scale measurement. Data were analyzed by multiple linear regression analysis. The results of the study show that the dimensions of service have a significant simultaneous effect on patient satisfaction. Next partially three dimensions of service: Responsiveness. Assurance and Empathy have a positive and significant effect on the satisfaction of Askes patients. The dominant free variable is Responsiveness. It is suggested that the tangible and reliability service dimensions can be implemented consistently to satisfy patients.
KEYWORDS
Quality of Service, Askes Patient, RSUP Sanglah Denpasar
Cite This Paper in IEEE or APA Citation Styles
(a). IEEE Format:
[1] Ni Nyoman Ayuningsih , "The Effect of Service Quality on the Satisfaction of Inapest Askes Patients in Sanglah Hospital Denpasar," Universal Journal of Management, Vol. 7, No. 4, pp. 125 - 133, 2019. DOI: 10.13189/ujm.2019.070401.
(b). APA Format:
Ni Nyoman Ayuningsih (2019). The Effect of Service Quality on the Satisfaction of Inapest Askes Patients in Sanglah Hospital Denpasar. Universal Journal of Management, 7(4), 125 - 133. DOI: 10.13189/ujm.2019.070401.