The Relationship between Nursing Service Quality and Patient Satisfaction
DOI:
https://doi.org/10.37287/ijghr.v8i5.2545Keywords:
beauty clinic, nursing service quality, patient satisfactionAbstract
Service quality is an important indicator in determining patient satisfaction with healthcare services. High-quality services are able to meet patients' needs and expectations, thereby creating a positive service experience and improving patient satisfaction. Therefore, improving service quality is an essential aspect that should be prioritized by all healthcare facilities, including beauty clinics. This study aimed to determine the relationship between nursing service quality and patient satisfaction at Click House Beauty Clinic. This study employed a quantitative research design with a cross-sectional approach. A total of 233 respondents were selected using an accidental sampling technique. Data were collected using nursing service quality and patient satisfaction questionnaires adopted from previously validated instruments. The nursing service quality questionnaire demonstrated validity coefficients ranging from 0.410 to 0.854 and a Cronbach’s alpha of 0.954, while the patient satisfaction questionnaire demonstrated validity coefficients ranging from 0.381 to 0.673 and a Cronbach’s alpha of 0.892. Both instruments were declared valid and reliable. Data were analyzed using univariate and bivariate analyses with the Chi-square test at a significance level of α = 0.05. Most respondents perceived the nursing service quality as good (124 respondents; 53.2%) and reported being satisfied with the services received (131 respondents; 56.2%). The Chi-square test revealed a significant relationship between nursing service quality and patient satisfaction (p = 0.001). The Odds Ratio (OR) of 5.160 indicated that respondents who perceived good nursing service quality were 5.160 times more likely to be satisfied than those who perceived poor service quality. There was a significant relationship between nursing service quality and patient satisfaction at Click House Beauty Clinic.
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