Identification of Service Quality Factors and Patient Satisfaction Level toward Specialist Doctor Treatment

Susanna Halim, Crismis Novalinda Ginting, Ermi Girsang

2020

Abstract

One of the patient dissatisfaction problems in medical services is an ineffective communication between patients and doctors which impacts on subsequent visits. To increase the patient satisfaction level, the quality factors of a specialist doctors treatment are identified. This study used the cross sectional method with quantitative analytic to the questionnaire of primary respondents. Respondent population are 191 outpatients in specialist polyclinic unit with 66 samples. Sampling was done by non-random (non-probability) sampling with purposive sampling. Logistic regression was used to analyze the respondent's data. The results of the bivariate analysis showed good and satisfied results namely tangibles about 96.2%, responsiveness about 94.6%, empathy about 94.4%, control about 94.7%, trust about 81.2%, self-disclosure about 80.6%, and confirmation about 96.4%. While the results of multivariate analysis showed that there were only 5 variables that significantly affected patient satisfaction (p<0.05), namely the tangibles variable (OR=2.455), responsiveness (OR=4.573), empathy (OR=4.841), control (OR=3.970), and confirmation (OR=3.656). The highest result for bivariate was shown in the confirmation about 96.4% and for multivariate was on emphaty with OR value 4.841.

Paper Citation

in Harvard Style

Halim S., Ginting C. and Girsang E. (2020). Identification of Service Quality Factors and Patient Satisfaction Level toward Specialist Doctor Treatment.In Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP, ISBN 978-989-758-500-5, pages 5-16. DOI: 10.5220/0010282900050016

in Bibtex Style

@conference{himbep20,
author={Susanna Halim and Crismis Novalinda Ginting and Ermi Girsang},
title={Identification of Service Quality Factors and Patient Satisfaction Level toward Specialist Doctor Treatment},
booktitle={Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP,},
year={2020},
pages={5-16},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0010282900050016},
isbn={978-989-758-500-5},
}

in EndNote Style

TY - CONF

JO - Proceedings of the International Conference on Health Informatics, Medical, Biological Engineering, and Pharmaceutical - Volume 1: HIMBEP,
TI - Identification of Service Quality Factors and Patient Satisfaction Level toward Specialist Doctor Treatment
SN - 978-989-758-500-5
AU - Halim S.
AU - Ginting C.
AU - Girsang E.
PY - 2020
SP - 5
EP - 16
DO - 10.5220/0010282900050016