Patient Satisfaction Level based on Demographic Factors using SERVQUAL Instruments in Public Hospital in Banda Aceh, Indonesia

Ratna Juwita, Ratna Juwita, Ratna Juwita, Hajjul Kamil, Hajjul Kamil, Kartini Hasballah, Kartini Hasballah, Elly Wardani, Elly Wardani, Marthoenis

2018

Abstract

Quality health services are any efforts made by the service providers with the aim of providing high quality and excellent services to improve the health of individuals, groups or communities alike. This study aims to determine the differences in satisfaction among the patients in Type I, Type II, Type III, service rooms based on the demographic characteristics of health services at the Regional General Hospital of dr. Zainoel Abidin (RSUDZA) in Banda Aceh. This quantitative comparative study employed the Cross-Sectional design. The population was all Type I, Type II, Type III, patients treated in the inpatient rooms. The probability sampling method with the simple random sampling criteria was used to draw 383 patients while the data were harnessed using the SERVQUAL Instrument. The results show that no differences were observed in satisfaction among the Type I, Type II, Type III, patients with the p-value of > 0.05 (p = 0.237). The management of RSUDZA needs to improve the quality of health services to provide satisfaction to its patients by focusing on all service dimensions.

Paper Citation

in Harvard Style

Juwita R., Kamil H., Hasballah K., Wardani E. and Marthoenis. (2018). Patient Satisfaction Level based on Demographic Factors using SERVQUAL Instruments in Public Hospital in Banda Aceh, Indonesia. In Proceedings of the Aceh International Nursing Conference - Volume 1: AINC, ISBN 978-989-758-413-8, pages 170-175. DOI: 10.5220/0008396100002442

in Bibtex Style

@conference{ainc18,
author={Ratna Juwita and Hajjul Kamil and Kartini Hasballah and Elly Wardani and Marthoenis},
title={Patient Satisfaction Level based on Demographic Factors using SERVQUAL Instruments in Public Hospital in Banda Aceh, Indonesia},
booktitle={Proceedings of the Aceh International Nursing Conference - Volume 1: AINC,},
year={2018},
pages={170-175},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0008396100002442},
isbn={978-989-758-413-8},
}

in EndNote Style

TY - CONF

JO - Proceedings of the Aceh International Nursing Conference - Volume 1: AINC,
TI - Patient Satisfaction Level based on Demographic Factors using SERVQUAL Instruments in Public Hospital in Banda Aceh, Indonesia
SN - 978-989-758-413-8
AU - Juwita R.
AU - Kamil H.
AU - Hasballah K.
AU - Wardani E.
AU - Marthoenis.
PY - 2018
SP - 170
EP - 175
DO - 10.5220/0008396100002442