Inpatient satisfaction with hospital services in Indonesia: A systematic review
Downloads
Inpatient satisfaction is influenced by the quality of services provided by the hospital. The quality of service in question consists of Reliability, Assurance, tangibility, Empathy and Responsiveness. The aim of this research is to estimate and analyze the influence of the quality of inpatient services on patient satisfaction in hospitals. This research is a systematic review and metaanalysis research using the PRISMA diagram. Article searches were carried out based on the PICO Model eligibility criteria. P= InPatient; I = Good service quality; C= Poor Service Quality; O= Patient Satisfaction. Electronic literature was searched in 4 databases : Google Scholar, Research Gate, PubMed and Elsevier, for articles published on 2020-2023. With keywords including "service quality" AND "patient satisfaction" AND "Inpatient" AND "hospital" AND "cross sectional". Articles were analyzed using the PRISMA diagram and the Review Manager application. An article with a cross sectional study design that will be used as a source for meta-analysis of the influence of inpatient service quality on patient satisfaction in hospitals. The factors of service quality studied consisted of Reliability (reliability), Assurance (confidence), Tangible (physical appearance), Empathy (attention) and Responsiveness (responsiveness) which were proven to be able to influence patient satisfaction. The most dominant factors are Reliability, Empathy, and Responsiveness where the Sig. value is 0.000. Based on the research presented, it can be concluded that there is a significant relationship between service quality and patient satisfaction. All aspects of service quality, namely tangible, reliability, assurance, empathy, and responsiveness, are significantly related to patient satisfaction.
Aini, R., Aulia, M., & Srimayarti, B. N. (2023). Tingkat Kepuasan Pasien Pada Pelayanan Rawat Inap Rumah Sakit Di Indonesia Pada Masa Pandemi Covid 19?: Systematic Review. Jurnal Informatika Medis (J-INFORMED), 1(1), 42–47.
Armen Patria, & Gustop Amatiria. (2017). Dimensi Kualitas Layanan Terhadap Kepuasan Pasien Rawat Jalan. Jurnal Keperawatan, XIII(1).
Dalfian, D.-, Farich, A.-, & Utari, E. M. (2020). Faktor Dominan Kualitas Pelayanan Informasi terhadap Tingkat Kepuasan Pasien Rawat Inap Rumah Sakit di Lampung Tengah Tahun 2019. Jurnal Dunia Kesmas, 9(4), 551–560. https://doi.org/10.33024/jdk.v9i4.2047
Gultom, R. J., Nababan, D., Sipayung, R., Hakim, L., & Tarigan, F. L. (2021). Hubungan Kualitas Pelayanan Rawat Jalan dengan Kepuasan Pasien BPJS di Rumah Sakit Bhayangkara TK III Tebing Tinggi. Journal of Healthcare Technology and Medicine, 7(2), 1281–1298.
Jafar, Z., & Surahman Batara, A. (2023). Hubungan Kualitas Pelayanan Terhadap Pepuasan Pasien Rawat Inap di Rumah Sakit Umum daerah Latemmamala Kabupaten Soppeng. Journal of Muslim Community Health (JMCH) 2023, 4(2), 110–117.
Lubis, B. L. R. A., Ginting, R., Novalinda, C., & Girsang, E. (2021). Analysis of Factors Affecting the Quality of Service Toward Inpatient Patient Satisfaction BPJS DIRSU Bandung. International Journal of Management and Humanities, 5(5), 14–17. https://doi.org/10.35940/ijmh.e1217.015521
Mahmud, A. (2022). Analisis Kepuasan Pasien Rawat Inap Peserta Bpjs Kesehatan Di Rumah Sakit Islam Ar-Rasyid Palembang. Jurnal Ilmu Administrasi Dan Studi Kebijakan (JIASK), 5(1), 23–36. https://doi.org/10.48093/jiask.v5i1.105
Maryana, M., & Christiany, M. (2022). Hubungan Aspek Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Inap. Citra Delima Scientific Journal of Citra Internasional Institute, 5(2), 105–112. https://doi.org/10.33862/citradelima.v5i2.262
Oktawilova, L., NoriWirahmi, N., & Maiyulis, M. (2020). Tingkat Kepuasan Pasien Rawat Jalan Terhadap Pemberian Informasi Obat (Pio) Diinstalasi Farmasi Rawat Jalan RSUD Curup Rejang Lebong. Jurnal Vokasi Keperawatan (JVK), 2(2), 133–140. https://doi.org/10.33369/jvk.v2i2.10692
Purwaningrum, R. (2020). Analisis Mutu Pelayanan Terhadap Kepuasan Pasien Di Rumah Sakit Pertamina Bintang Amin Bandar Lampung Tahun 2018. Jurnal Ilmu Kedokteran Dan Kesehatan, 7(1), 357–367. https://doi.org/10.33024/jikk.v7i1.2418
Rifai, M., Musfirah, M., Syafar, M., & Muliati, M. (2022). Analisis Hubungan Kualitas Pelayanan Dengan Kepuasan Pasien Rawat Inap Rumah Sakit Inco Sorowako Kabupaten Luwu Timur. An-Nadaa Jurnal Kesehatan Masyarakat, 9(1), 45. https://doi.org/10.31602/ann.v9i1.5316
Salamah, U., Purwanti, E., & Novyriana, E. (2020). Gambaran Tingkat Kepuasan Keluarga Pasien Terhadap Pelayanan Di Igd Rs Pku Muhammadiyah Gombong. Proceeding of The URECOL, 205–212.
Salfia, S., Yusran, S., & Saimin, J. (2021). Hubungan Mutu Pelayanan Terhadap Kepuasan Pasien: Studi Kasus Pasien Rawat Inap Rumah Sakit Umum Kabupaten Bombana 2021. Jurnal Manajemen Dan Administrasi Rumah Sakit Indonesia (MARSI), 5(2), 221–230. https://doi.org/10.52643/marsi.v5i2.1477
Shilvira, A., Fitriani, A. D., & Satria, B. (2022). Pengaruh Kepuasan Pasien Terhadap Minat Kunjungan Ulang Di Ruang Rawat Inap Rumah Sakit Umum Bina Kasih Medan. Ilmu Psikologi Dan Kesehatan, 1(3), 205–214.
Sinaga, M., Ginting, C. N., Nasution, A. N., & Girsang, E. (2021). Prediction of Inpatient Satisfaction with Service Quality with SEM Method. Himbep 2020, 126–132. https://doi.org/10.5220/0010291301260132
Siregar, R. M., Wisudawan, O. B., Ahmad, H., Hadi, A. J., & Majid, A. (2023). Analisis Mutu Pelayanan Kesehatan terhadap Kepuasan Pasien di Rumah Sakit Umum Daerah Sipirok Kabupaten Tapanuli Selatan. MPPKI: Media Publikasi Promosi Kesehatan Indonesia, 6(6).
Soumokil, Y., Syafar, M., & Yusuf, A. (2021). Analisis Kepuasan Pasien Di Rumah Sakit Umum Daerah Piru. Jurnal Ilmiah Kesehatan Sandi Husada, 10(2), 543–551. https://doi.org/10.35816/jiskh.v10i2.645
Wildani, H., Badiran, M., & Hadi, A. J. (2020). Hubungan Kualitas Pelayanan Kesehatan Rawat Jalan Dengan Tingkat Kepuasan Pasien Peserta Jaminan Kesehatan Nasional Di Rsu Muhammadiyah Sumatera Utara. Jurnal Komunitas Kesehatan Masyarakat, 1(2), 7–21. https://doi.org/10.36090/jkkm.v1i2.581
Copyright (c) 2023 Kanya Hapsari, Ayun Sriatmi, Apoina Kartini
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-ShareAlike 4.0 International. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
