Factors that Influence Patient Perception of the Quality of Health Services
Keywords:
hospital, medical check-up, patient perception, quality of serviceAbstract
Patient perception of hospital service quality is an important factor for the successful implementation of medical check-up units (MCU). This study aims to identify the influence of health service quality on patient perceptions at the MCU of Bhayangkara Hospital Level III Banda Aceh. The research method used is descriptive quantitative involving 90 patient respondents who have or are currently undergoing medical check-ups (MCU) at Bhayangkara Hospital Level III Banda Aceh through filling out questionnaires. Data analysis was performed using chi-square testing and multivariate ordinal logistic regression. The results showed that the majority of respondents were aged 18-28 years and most worked as freelancers/part-time workers. The results showed that most patients showed a good level of satisfaction with the quality of service at Bhayangkara Hospital. The service quality factors that were highly rated by patients were responsiveness (85.94%), assurance (85.10%), and empathy (84.29%). The results of multivariate ordinal logistic regression show that the Empathy dimension has the strongest influence (Exp(B) = 23.432), followed by Assurance (Exp(B) = 23.385), Real Evidence (Exp(B) = 23.268), Reliability (Exp(B) = 23.153), and Responsiveness (Exp(B) = 22.646). Based on these results, the factors that are considered quite low and need to be improved are real evidence and reliability.
References
Amelia, R., Indahwati, & Erfiani. (2022). The ordinal logistic regression model with sampling weights on data from the national socio-economic survey. Barekeng: Journal of Mathematics and Its Application, 16(4), 1355–1364.
Azzahra, S., Ningsih, D. K., & Nursanty, O. E. (2025). The relationship between service quality dimensions and patient satisfaction in the outpatient unit at Grha Permata Ibu Hospital in 2024. Jurnal Kesehatan Tambusai, 6(1), 3446–3453.
Badan Pusat Statistik Banda Aceh. (2023). Number of general hospitals, specialty hospitals and community health centers by sub-district in Banda Aceh City, 2021 and 2022 [Internet]. Banda Aceh: BPS Banda Aceh. Retrieved May 16, 2025, from https://bandaacehkota.bps.go.id/id/statistics-table/1/MjEyIzE=/jumlah-rumah-sakit-umum--rumah-sakit-khusus-dan-puskesmas-menurut-kecamata-di-kota-banda-aceh--2021-dan-2022.html
Badan Pusat Statistik Provinsi Aceh. (2022). Population profile analysis of Aceh Province [Internet]. Aceh: BPS Provinsi Aceh. Retrieved May 16, 2025, from https://aceh.bps.go.id
Boadi, E. B., Wenxin, W., Bentum-Micah, G., Asare, I. O., & Bosompem, L. S. (2019). Impact of service quality on customer satisfaction in Ghana hospitals: A PLS-SEM approach. Journal of Applied Science and Technology, 7.
Cheria, F., Kusdyah, I., & Fathorrahman. (2024). Analysis of the influence of medical facilities and service quality on medical check-up satisfaction at the Jepara Kualita Medica Laboratory. JIRAM: Jurnal Ilmiah Riset Aplikasi Manajemen, 2(2), 893–899.
Daya, J. S., Rosa, T., & Tamba, M. (2022). The influence of price, product quality and brand image on purchasing decisions for the product "The Sandals" from PT Razer Brothers. Jurnal Administrasi dan Manajemen, 12(1), 86–98.
Girsang, E., Ginting, E. Y., & Putranto. (2024). Analysis of the development of medical check-up services at Mitra Sejati General Hospital, Medan. Indonesian Nursing Journal of Education and Clinic, 4(1), 188–210.
Harahap, D. R., & Utami, T. N. (2021). Public perception of the quality of health services during the COVID-19 pandemic in Binjai City. Jurnal Penelitian Kesehatan Suara Forikes, 12(2), 162–165.
Hidayah, N., et al. (2024). The relationship between service quality and patient satisfaction in hospitals. Jurnal Kesehatan Masyarakat, 8(3), 6300–6308.
Ibrahim, S. W., Zubair, M. K., & Said, Z. (2021). The perception of the Muslim community in Paleteang Pinrang regarding the existence of Islamic banking. Banco, 3(Mei), 36–51.
Kalaja, R., Myshketa, R., & Scalera, F. (2016). Service quality assessment in health care sector: The case of Durres public hospital. Procedia - Social and Behavioral Sciences, 235, 557–565.
Khoirunnisa, S., & Ramadhika, A. (2024). The influence of the quality of health services on patient satisfaction at Bina Sehat General Hospital. Akademik: Jurnal Mahasiswa Ekonomi & Bisnis, 4(2), 727–735.
Nababan, M. C., Listiawaty, R., & Berliana, N. (2020). Analysis of service quality on patient satisfaction at Community Health Center X, Jambi City. Jurnal Kesmas Jambi (JKMJ), 4(2), 6–16.
Prabowo, B., Albar, A. M., & Salim, R. (2024). Optimizing health awareness among Sarirogo village residents by promoting healthy living and implementing medical check-ups.. Fundamentum: Jurnal Pengabdian Multidisiplin, 2(3), 70–77.
Setyawan, F. E. B., Supriyanto, S., Tunjungsari, F., Hanifaty, W. O. N., & Lestari, R. (2019). Medical staff services quality to patients satisfaction based on SERVQUAL dimensions. International Journal of Public Health Science (IJPHS), 8(1), 51–57.
Syavardie, Y. (2023). Analysis of service quality towards patient satisfaction at Dr Adnaan WD Payakumbuh Regional Hospital. Sitawa: Jurnal Farmasi Sains dan Obat Tradisional, 2(1), 75–85.
Tambaip, B., Tjilen, A. P., & Ohoiwutun, Y. (2023). The role of health facilities for community welfare. Jurnal Kebijakan Publik, 14(2), 189–196.
Wulandari, D., & Salsabila, T. (2022). Increasing public awareness in maintaining health to create a healthy Indonesia. Abdi Geomedisains, 3(1), 50–58.
Wusko, A. U. (2014). The influence of service quality on user satisfaction at Bangil Regional General Hospital, Pasuruan Regency. Sketsa Bisnis, 1(1).
Yanuarti, R., Febriawati, H., Angraini, W., Pratiwi, B. A., & Wati, N. (2021). Patient perceptions of the quality of hospital services during the COVID-19 pandemic. Jurnal Kesmas Asclepius, 3(2), 49–59.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2025 Indonesian Journal of Global Health Research
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
