The Effectiveness of Service Quality on Patient Satisfaction Based on Outpatient and Inpatient Services

Yusufa Ibnu Sina Setiawan; Hastuti Naibaho; Fahrul  Riza

doi:10.59261/inkubis.v8i4.548

Authors

Yusufa Ibnu Sina Setiawan Universitas Ciputra, Indonesia
Hastuti Naibaho Universitas Ciputra, Indonesia
Fahrul Riza Universitas Ciputra, Indonesia

DOI:

https://doi.org/10.59261/inkubis.v8i4.548

Keywords:

HEALTHQUAL, Inpatient, Outpatient, Patient Satisfaction, Service Quality

Abstract

Background: Competition among private maternal and child hospitals requires service quality improvement that addresses both clinical performance and the overall patient experience.

Objective: This study examined how HEALTHQUAL dimensions (empathy, tangibles, safety, efficiency, and degree of improvement of care services (DoI)) relate to patient satisfaction and whether the pattern differs between outpatient and inpatient services at Melati Husada Hospital (MH) and Melati Children Hospital (MCH).

Methods: A quantitative explanatory repeated cross-sectional survey was conducted at both hospitals. The analysis included 625 respondents (324 at MH and 301 at MCH) with nearly balanced outpatient and inpatient groups. HEALTHQUAL measured service quality and KKP-2017 measured satisfaction. Cronbach’s alpha and corrected item-total correlation assessed instrument quality, followed by descriptive analysis, independent-samples t-tests, and multiple linear regression.

Results: Inpatient satisfaction exceeded outpatient satisfaction at both hospitals (MH: 4.39 vs. 4.14; MCH: 4.29 vs. 4.04; p < 0.001). All regression models were significant. DoI was the most consistent predictor across hospital and admission models, followed mainly by efficiency and tangibles. Safety contributed significantly, particularly at MCH, whereas empathy showed no independent significant effect despite high descriptive scores. Open-ended comments similarly emphasized perceived improvement and tangible facilities.

Conclusion: Service improvement should prioritize perceived care outcomes, process efficiency, and physical facilities while maintaining interpersonal empathy and patient safety. Findings should be interpreted within the two-hospital setting and in light of ceiling effects and multicollinearity among HEALTHQUAL dimensions.

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