The Relationship Between Service Quality, Facilities, And Effective Communication With Patient Satisfaction At Carolus Serpong Hospital In 2025
Article Sidebar
Main Article Content
Abstract
Patient satisfaction is a crucial indicator of hospital service quality amidst increasing public demand for better healthcare. This study aims to analyze the relationship between service quality, facilities, and effective communication on outpatient satisfaction in the pediatric and obstetrics clinics of Carolus Hospital Serpong in 2025. Using an analytical quantitative cross-sectional design with purposive sampling of 100 respondents, data were collected through a valid (r>0.361) and reliable (α=0.978) SERVQUAL questionnaire, analyzed with Chi-Square and SPSS. The results showed that 80% of respondents were satisfied, with good service quality (61%), facilities (65%), and effective communication (75%). There was a significant relationship between service quality (p=0.016; OR=3.857), facilities (p=0.04; OR=6.896), and effective communication (p=0.009; OR=4.33) on patient satisfaction, with facilities having the strongest influence. It was concluded that the three variables were significantly related to patient satisfaction, and it was recommended that parking facilities and nurse communication training be improved.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
References
Al Rajab, AL (2023). The relationship between service quality and patient satisfaction in hospitals. Indonesian Journal of Health Management, 11(2), 89-102.
Andriani. (2023). Validity test of the SERVQUAL questionnaire research instrument. Journal of Health Methodology, 13(1), 34-45.
Anggriani. (2022). Purposive sampling in patient satisfaction research. Indonesian Journal of Epidemiology, 10(3), 156-167.
Ayuniytyas. (2024). Analysis of patient satisfaction in obgyn and pediatric polyclinics. Journal of Public Health, 19(1), 67-78.
Azizah, SI (2024). Global patient satisfaction levels: WHO data analysis. Journal of Vocational Nursing, 6(2), 184-190.
Creswell, J. W., & Creswell, J. D. (2021). Research design: Qualitative, quantitative, and mixed methods approaches (6th ed.). SAGE Publications.
Destya, et al. (2023). Perception of medical service quality on patient satisfaction. Scientific Journal of Health, 15(2), 123-134.
Emzir. (2021). Quantitative educational research methodology (Revised edition). Rajawali Pers.
Idris, & Gayatri. (2021). Measuring patient satisfaction as an indicator of service quality. Indonesian Journal of Health Management, 9(1), 45-54.
Jayanti, et al. (2024). Effective nurse communication and patient satisfaction. Scientific Journal of Nursing, 10(2), 214-225.
Julianti, R., Rindu, & Hafizurrachman. (2022). Marketing mix towards customer loyalty. Indonesian Midwifery Scientific Journal, 12(2), 48-57.
Kariema, et al. (2020). Strategy for improving the quality of hospital services. National Public Health Journal, 14(4), 210-221.
Kholifah, DW, et al. (2023). The influence of hospital image on inpatient satisfaction. Journal of Aafiyah Health Research, 6(2), 112-117. https://doi.org/10.52103/jahr.v6i2.2006.
Ministry of Health of the Republic of Indonesia. (2018). Hospital technical guidelines. Ministry of Health of the Republic of Indonesia.
Masmunlah, et al. (2024). Factors of effective communication in nursing services. Indonesian Nursing Journal, 15(1), 56-67.
Mishbahuddin. (2020). Dynamics of private hospital growth in Indonesia. Journal of Health Economics, 8(3), 145-158.
Mualifah, et al. (2024). The relationship between facilities and satisfaction with inpatient nursing services. Lampung Health Journal, 10(2), 89-102.
Nasus, A. (2020). Quality of health services: Standards and patient satisfaction. Surya Medika.
Pambudi. (2021). Initial observation of outpatient patient satisfaction. Journal of Public Health Research, 13(4), 234-245.
Paramita, et al. (2021). Cronbach's Alpha reliability analysis of health instruments. Journal of Health Statistics, 10(2), 67-78.
One Health Data Portal. (2025). National health service public satisfaction index report. Ministry of Health of the Republic of Indonesia.
Puspita, & Erawan. (2023). Correlation between effective communication by health workers and patient satisfaction. Journal of Public Health, 17(1), 45-58.
Rahman, et al. (2023). Evaluation of the IKM of health services in Indonesian hospital facilities. Indonesian Journal of Public Health, 19(3), 178-189.
Ridho, M., & Sunarto. (2025). Level of patient satisfaction with public hospital services. Scientific Periodical of Medicine and Public Health, 3(1), 50-60. https://doi.org/10.20885/blikkm.vol3.iss1.art6.
Rusnoto, et al. (2019). Factors of doctor-nurse communication on patient dissatisfaction. Indonesian Nursing Journal, 12(1), 34-43.
Sahir. (2022). Validity and reliability testing techniques for SPSS questionnaires. Journal of Health Research Methodology, 14(2), 33-44.
Setyawan. (2021). Application of analytical cross-sectional design in epidemiology. Journal of Health Epidemiology, 9(1), 12-23.
Sugiyono. (2020). Quantitative, qualitative, and R&D research methods. Alfabeta.
Sugiyono. (2021). Educational research methods: Quantitative, qualitative, and combined approaches. Alfabeta.
Sudaryono. (2021). Analytical observational research with a quantitative approach. Andi Publisher.