| dc.description.abstract | Abstract
Patient satisfaction is a key indicator in assessing the quality of healthcare services
provided by hospitals. It not only reflects the individual experiences of each patient
but also signifies the effectiveness of the service delivery system implemented by the
healthcare institution. High levels of satisfaction are often associated with factors
such as timely service delivery, environmental comfort, effective communication
with healthcare providers, and the expertise and friendliness of medical staff. This
study aims to analyze the factors influencing inpatient satisfaction at RSU Wulan
Windy Medan Marelan. The research employs a quantitative approach through
survey methodology. Data was collected via questionnaires distributed to inpatients
at RSU Wulan Windy Medan Marelan, with a total of 355 respondents involved in
the study. Statistical analysis included bivariate chi-square tests to identify
relationships between variables and patient satisfaction. Additionally, multivariate
logistic regression was conducted to assess the individual contributions of each
variable to patient satisfaction. The logistic regression analysis results indicate
significant impacts of timely service delivery, comfort, and staff competence on
patient satisfaction. Timely service delivery showed a significant influence with a
p-value of <0.001 and an Exp (B) value of 2.942. Comfort had a significant
influence with a p-value of <0.001 and an Exp (B) value of 2.616. Staff competence
demonstrated a significant influence with a p-value of <0.001 and an Exp (B) value
of 15.688. These findings underscore the importance of enhancing efficiency and
competence in healthcare delivery. Facility comfort, courteous and friendly
interactions, as well as cleanliness also significantly contribute to patient
satisfaction. By focusing on improving these aspects, RSU Wulan Windy Medan
Marelan can enhance overall service quality and patient satisfaction. It is
recommended that RSU Wulan Windy Medan Marelan conduct periodic training
for medical staff to enhance skills and service quality. Improvements in hospital
facilities and the implementation of more efficient queue management systems are
also necessary to reduce patient waiting times.
Keywords: Satisfaction, service quality, inpatient care | en_US |
