Measuring the impact of healthcare service quality of hospitals on customer satisfaction

Abstract

Various studies have been conducted to measure the level of service provided by an institution or service, including hospitals, in order to determine the level of customer satisfaction. The purpose of this research is to assess the role of the quality of services offered by a hospital in predicting customer satisfaction. This study was conducted at Bunda Purwokerto Hospital. The participants consisted of 380 samples. Hypothesis testing using the Smart PLS method yielded an R-square value of 0.413 for the customer satisfaction variable. The results of H1 revealed a favourable influence on the satisfaction of outpatient patients at Bunda Purwokerto Hospital. The original sample produced a coefficient of 0.130, a t statistic of 2.163 (> 1.96), and a p-value of 0.031 (< 0.05). The relationship between trust and job performance was deemed positive and significant, as evidenced by the t-statistic exceeding 1.96. This study confirms that an improvement in the quality of healthcare services shapes patient satisfaction and loyalty. Aspects encompassing healthcare service quality, such as the physical environment, customer-oriented atmosphere, responsiveness, effective communication, privacy maintenance, and safety, demonstrate a positive correlation with patient loyalty towards the hospital’s image.