RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERA
Background: Patient satisfaction in the M. Djamil Hospital was recorded as 79.61% between January and March 2018. It signifies that patient satisfaction rate has not met the target set of 85%. Aims: This study aims to determine the frequency distribution of service recovery patients, patient satis...
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| Format: | Article |
| Language: | English |
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Universitas Airlangga
2024-12-01
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| Series: | Jurnal Administrasi Kesehatan Indonesia |
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| Online Access: | https://e-journal.unair.ac.id/JAKI/article/view/42663 |
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| author | Rima Semiarty Rizanda Machmud Abdiana Annisa Wahyuni Prima Kurniati Hamzah |
| author_facet | Rima Semiarty Rizanda Machmud Abdiana Annisa Wahyuni Prima Kurniati Hamzah |
| author_sort | Rima Semiarty |
| collection | DOAJ |
| description | Background: Patient satisfaction in the M. Djamil Hospital was recorded as 79.61% between January and March 2018. It signifies that patient satisfaction rate has not met the target set of 85%.
Aims: This study aims to determine the frequency distribution of service recovery patients, patient satisfaction, and the relationship between services and service recovery patient satisfaction to improve service recovery.
Methods: The authors used a cross-sectional research design. The sample was inpatients at RSUP M. Djamil in total of 424 people. The sampling technique was consecutive sampling. The data were collected using the Importance Performance Analysis questionnaire. Data were analyzed using unpaired t-tests and multiple linear regression.
Results: The results of the service recovery (distributive justice, procedure justice, interactive justice, reputation justice) has a significant relationship (p-value <0.05) with patient satisfaction. Interactive justice has the strongest relationship with appropriate patient satisfaction and has the greatest Beta value (0,254). Patient satisfaction has a significant relationship (p-value <0.05) with Word of Mouth.
Conclusion: RSUP M. Djamil needs to emphasize interactions and justice, especially in providing clear information about medical actions to the patient's family, serving patients politely and friendly, and providing solutions to patients if there are service complaints.
Keywords: Hospitalization, Satisfaction, Service Recovery |
| format | Article |
| id | doaj-art-b523618777e8459a821ab0e3258d894a |
| institution | Kabale University |
| issn | 2303-3592 2540-9301 |
| language | English |
| publishDate | 2024-12-01 |
| publisher | Universitas Airlangga |
| record_format | Article |
| series | Jurnal Administrasi Kesehatan Indonesia |
| spelling | doaj-art-b523618777e8459a821ab0e3258d894a2025-02-03T04:18:51ZengUniversitas AirlanggaJurnal Administrasi Kesehatan Indonesia2303-35922540-93012024-12-0112219820510.20473/jaki.v12i2.2024.198-20540744RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERARima Semiarty0https://orcid.org/0000-0002-4255-8729Rizanda Machmud1Abdiana2Annisa Wahyuni3Prima Kurniati Hamzah4Andalas UniversityAndalas UniversityAndalas UniversityIris Academy of Medical Records and InformationImam Bonjol State Islamic UniversityBackground: Patient satisfaction in the M. Djamil Hospital was recorded as 79.61% between January and March 2018. It signifies that patient satisfaction rate has not met the target set of 85%. Aims: This study aims to determine the frequency distribution of service recovery patients, patient satisfaction, and the relationship between services and service recovery patient satisfaction to improve service recovery. Methods: The authors used a cross-sectional research design. The sample was inpatients at RSUP M. Djamil in total of 424 people. The sampling technique was consecutive sampling. The data were collected using the Importance Performance Analysis questionnaire. Data were analyzed using unpaired t-tests and multiple linear regression. Results: The results of the service recovery (distributive justice, procedure justice, interactive justice, reputation justice) has a significant relationship (p-value <0.05) with patient satisfaction. Interactive justice has the strongest relationship with appropriate patient satisfaction and has the greatest Beta value (0,254). Patient satisfaction has a significant relationship (p-value <0.05) with Word of Mouth. Conclusion: RSUP M. Djamil needs to emphasize interactions and justice, especially in providing clear information about medical actions to the patient's family, serving patients politely and friendly, and providing solutions to patients if there are service complaints. Keywords: Hospitalization, Satisfaction, Service Recoveryhttps://e-journal.unair.ac.id/JAKI/article/view/42663satisfactionservice recoveryinpatient |
| spellingShingle | Rima Semiarty Rizanda Machmud Abdiana Annisa Wahyuni Prima Kurniati Hamzah RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERA Jurnal Administrasi Kesehatan Indonesia satisfaction service recovery inpatient |
| title | RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERA |
| title_full | RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERA |
| title_fullStr | RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERA |
| title_full_unstemmed | RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERA |
| title_short | RELATIONSHIP OF SERVICE RECOVERY TOWARDS PATIENT SATISFACTION IN HOSPITAL IN WEST SUMATERA |
| title_sort | relationship of service recovery towards patient satisfaction in hospital in west sumatera |
| topic | satisfaction service recovery inpatient |
| url | https://e-journal.unair.ac.id/JAKI/article/view/42663 |
| work_keys_str_mv | AT rimasemiarty relationshipofservicerecoverytowardspatientsatisfactioninhospitalinwestsumatera AT rizandamachmud relationshipofservicerecoverytowardspatientsatisfactioninhospitalinwestsumatera AT abdiana relationshipofservicerecoverytowardspatientsatisfactioninhospitalinwestsumatera AT annisawahyuni relationshipofservicerecoverytowardspatientsatisfactioninhospitalinwestsumatera AT primakurniatihamzah relationshipofservicerecoverytowardspatientsatisfactioninhospitalinwestsumatera |