The Effect of Service Quality and Health Facilities on Patient Service Satisfaction at Trimitra Cibinong Hospital
DOI:
https://doi.org/10.38035/dijms.v7i4.6501Keywords:
Service Quality, Health Facilities, Patient SatisfactionAbstract
The aim of this research is to describe and analyze the influence of service quality on patient satisfaction, to determine and analyze the influence of service quality on patient satisfaction and To determine and analyze the influence of service quality and health facilities together on patient satisfaction at Trimitra Cibinong Hospital. Service Quality (X1) has a significant influence on Patient Satisfaction (Y). This is proven by the results of the t-test which shows a calculated t value of 4.526, greater than the t-table of 1.992, Health Facilities (X2) have a significant effect on Patient Satisfaction (Y). The results of the t-test show a calculated t value of 5.980, which is greater than the t-table of 1.992, so H0 is rejected and Ha is accepted. The magnitude of the influence of the Quality of Health Services and Facilities on Patient Satisfaction is shown by the Adjusted R Square value of 0.605. This means that 60.5% of patient satisfaction is influenced by the quality of health services and facilities, while 39.5% is influenced by other factors not examined in this study.
References
Arikunto, S. (2020). Prosedur Penelitian: Suatu Pendekatan Praktik (Edisi Revisi). Rineka Cipta.
Ariyani, R. (2020). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien di RSUD Kota Depok. Jurnal Administrasi Rumah Sakit Indonesia, 8(2), 112–123.
Berry, L. L., Parasuraman, A., & Zeithaml, V. A. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(1), 12–40.
Erlina. (2020). Metodologi Penelitian Bisnis: Untuk Akuntansi dan Manajemen. USU Press.
Ghozali, I. (2019). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Badan Penerbit Universitas Diponegoro.
Ghozali, I. (2021). Aplikasi Analisis Multivariate dengan Program IBM SPSS 29. Badan Penerbit Universitas Diponegoro.
Gujarati, D. N. (2018). Econometrics by Example (2nd ed.). Palgrave Macmillan.
Hastuti, R. (2021). Pengaruh Fasilitas Pelayanan Kesehatan terhadap Kepuasan Pasien di Rumah Sakit Umum Daerah Sleman. Jurnal Kesehatan Masyarakat, 15(3), 211–220.
Hidayat, T., & Santoso, B. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien BPJS di RSUD Dr. Soetomo Surabaya. Jurnal Ilmiah Manajemen Pelayanan Publik, 6(1), 35–47.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education.
Lestari, D. (2020). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan di RSUD Cibinong. Jurnal Ekonomi dan Bisnis, 10(2), 45–54.
Lupiyoadi, R. (2013). Manajemen Pemasaran Jasa: Teori dan Praktik. Edisi Ketiga. Salemba Empat.
Narimawati, U. (2020). Metodologi Penelitian: Implementasi Penelitian Kualitatif, Kuantitatif, dan Mixed Method. Agung Media.
Nugraha, A. (2023). Kualitas Layanan Rumah Sakit dan Fasilitas terhadap Kepuasan Pasien Rawat Jalan pada RS Premier Bintaro. Jurnal Manajemen Kesehatan, 11(1), 87–98.
Oliver, R. L. (2019). Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2018). Delivering Quality Service: Balancing Customer Perceptions and Expectations. The Free Press.
Pohan, I. S. (2021). Jaminan Mutu Layanan Kesehatan: Dasar-Dasar Pengertian dan Penerapannya. Edisi Revisi. EGC.
Rahman, A. (2022). Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Kepuasan Pasien di RSUD Tangerang Selatan. Jurnal Ekonomi dan Manajemen, 13(1), 54–65.
Riduwan, & Sunarto. (2007). Pengantar Statistika untuk Penelitian Pendidikan, Sosial, Ekonomi, Komunikasi, dan Bisnis. Alfabeta.
Sari, L., & Nugroho, D. (2021). Analisis Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Rawat Jalan di RS Hermina Bogor. Jurnal Ilmu Administrasi dan Manajemen, 5(2), 98–108.
Sari, N., & Pratiwi, A. (2021). Pengaruh Fasilitas Rumah Sakit terhadap Kepuasan Pasien di RS Hermina Depok. Jurnal Administrasi Kesehatan, 9(2), 123–134.
Sekaran, U. (2021). Research Methods for Business: A Skill Building Approach (8th ed.). Wiley.
Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Sugiyono. (2019). Statistik untuk Penelitian. Alfabeta.
Sugiyono. (2020). Metode Penelitian Pendidikan: Pendekatan Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Tjiptono, F. (2019). Service, Quality & Satisfaction. Edisi ke-5. Andi Offset.
Usman, H., & Akbar, P. S. (2019). Metodologi Penelitian Sosial. Bumi Aksara.
Wahyuni, S. (2023). Pengaruh Fasilitas dan Kualitas Pelayanan terhadap Kepuasan Pasien di RS Trimitra Bogor. Jurnal Riset Kesehatan, 14(1), 76–86.
Yuliana, M. (2021). Analisis Pengaruh Kualitas Pelayanan dan Fasilitas terhadap Loyalitas Pasien melalui Kepuasan Pasien di RS Siloam Jakarta. Jurnal Administrasi dan Kebijakan Kesehatan, 8(2), 101–115.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2009). Services Marketing: Integrating Customer Focus Across the Firm (5th ed.). McGraw-Hill.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2026 Gisca Lukita Wardhani, Harries Madiistriyatno, Widya Nengsih
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish their manuscripts in this journal agree to the following conditions:
- The copyright on each article belongs to the author(s).
- The author acknowledges that the Dinasti International Journal of Management Science (DIJMS) has the right to be the first to publish with a Creative Commons Attribution 4.0 International license (Attribution 4.0 International (CC BY 4.0).
- Authors can submit articles separately, arrange for the non-exclusive distribution of manuscripts that have been published in this journal into other versions (e.g., sent to the author's institutional repository, publication into books, etc.), by acknowledging that the manuscript has been published for the first time in the Dinasti International Journal of Management Science (DIJMS).
