The Influence of Perceived Service Quality Dimensions on Patients Satisfaction

Anita Sevira Santoso; Riski Novian Indra  Saputra; Puni  Oktisari; Innocentius  Bernarto

doi:10.37899/journal-la-sociale.v5i4.1234

Anita Sevira Santoso Graduate School of Hospital Management, Universitas Pelita Harapan, Indonesia
Riski Novian Indra Saputra Graduate School of Hospital Management, Universitas Pelita Harapan, Indonesia
Puni Oktisari Graduate School of Hospital Management, Universitas Pelita Harapan, Indonesia
Innocentius Bernarto Graduate School of Hospital Management, Universitas Pelita Harapan, Indonesia

DOI: https://doi.org/10.37899/journal-la-sociale.v5i4.1234

Keywords: Perceived Service Quality, Dimensions, Patient Satisfaction, Hospital

Abstract

The purpose of this study was to examine perceived service quality dimensions consisting of ambience, staff attitude, trustworthiness, outcome quality, administrative procedure, clinical procedure, price and billing, waiting time, resource availability, and information availability on patient satisfaction at Rumah Sakit Keluarga Sehat Tayu. The research approach uses quantitative with a questionnaire as a data collection tool. The sampling technique in this study used purposive sampling which obtained 196 respondents. The results of the study explain that perceived service quality dimensions consisting of ambience, staff attitude, trustworthiness, outcome quality, administrative procedure, clinical procedure, price and billing, waiting time, resource availability, and information availability have a very significant effect on patient satisfaction at Rumah Sakit Keluarga Sehat Tayu.

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