p–ISSN: 2723 - 6609 e-ISSN: 2745-5254

Vol. 5, No. 9 September 2024 http://jist.publikasiindonesia.id/

Jurnal Indonesia Sosial Teknologi, Vol. 5, No. 9, September 2024 3306

The Influence of Service Quality and Satisfaction on Interest

in Return Visits of Inpatient Patients at Bekasi Regency

Hospital

ABSTRACT

Keywords: digital

literacy; just-in-time

teaching (JITT); ChatGPT

in education.

(Pambudi, 2020).

Based on data on the achievement of SPM inpatient services at Bekasi Regency

Hospital in 2020, the indicator of patient satisfaction has decreased from 91.67% in 2019

to 77.78% in 2020.

According to (Anjayati, 2021) said that patient satisfaction is often determined by

the extent to which the quality of services provided meets the expectations and needs of

the patients. This quality of service encompasses various aspects such as the speed of

service, the skills, and friendliness of the staff, as well as the comfort of the facilities.

When the services received align with or even exceed the patient's expectations, the level

of satisfaction tends to be high. Conversely, if the services do not meet the desired

enhancing their satisfaction.

The number of inpatient visits based on the results of the realization of the Bekasi

Regency Hospital in 2018-2020 has fluctuated. Where in 2018 as many as 8,920 patients

visited, in 2019 there were 12,681 patients, and in 2020 there were 12,254 patients who

visited.

Previous research has said that patient satisfaction with dental clinic services does

not always guarantee their loyalty or willingness to return for future care. Although

patients may feel satisfied with their current experience, various other factors can

influence their decision to continue treatment at the clinic. These factors include the cost

of care, the location of the clinic, the availability of flexible scheduling, and the likelihood

and patient satisfaction in the context of revisiting interest at the Bekasi District General

Hospital, which has not been extensively studied in this hospital environment. The

purpose of this research is to identify the extent of the impact of service quality on patient

satisfaction, as well as how patient satisfaction influences their interest in returning to

hospital services. By understanding the interaction between these two factors, this study

aims to provide insights that can be used to enhance service strategies in hospitals,

improve patient satisfaction, and, ultimately, encourage higher rates of return visits.

This research is a quantitative descriptive study aimed at evaluating the impact of

patients aged over 16 who had undergone treatment for at least two days. The tools used

in this research include a questionnaire, SPSS 26, and AMOS version 26 statistical

software.

Statistical data analysis using Statistical Package for Social Science (SPSS)

software version 26. and AMOS version 26. In the data analysis using Structural Equation

Modeling (SEM), the process begins with the development of a model based on theory,

which in this study consists of two exogenous variables (service quality and patient

satisfaction) and one endogenous variable (revisit interest). The next step involves

drafting a path diagram that visually represents relationships between variables. The

of outliers. Once the model is estimated, the goodness-of-fit indices (e.g., Chi-Square,

RMSEA, GFI) are used to assess the model's fitness. If any marginal fit is detected,

modifications may be necessary, although, in this study, the model is considered fit with

acceptable goodness-of-fit values.

Structural Equation Modeling (SEM) Analysis

1. Development of Models Based on Theory

In general, this research model consists of 2 exogenous variables and 1 endogenous

variable. Exogenous variables consist of service quality and patient satisfaction.

Service quality includes the employees' ability to serve, response speed,

understanding of consumers, trust built, as well as the available facilities and physical

equipment. Patient satisfaction is assessed through two main aspects: the speed and

accuracy of services. Service speed encompasses how quickly patients receive attention

and treatment from the hospital, while service accuracy relates to the precision and quality

of the care or information provided. Both of these factors greatly influence patients'

perceptions of the overall quality of their experience. High satisfaction, reflected in fast

and accurate service, tends to encourage patients to feel more satisfied and comfortable.

As a result, this satisfaction has the potential to increase patients' intention to return to the

same healthcare facility in the future, as they feel confident that they will receive adequate

Trustworthy = 4 Service quality + e4; Physical facilities and equipment = 5

Service quality + e5;

Speed of serving consumers = 6 Patient satisfaction + e6;

Precision in service = 7 Patient satisfaction + e7;

Product/service safety = 8 Patient satisfaction + e8;

Serve politely and kindly = 9 Patient satisfaction + e9;

Comfort = 10 Patient satisfaction + e10;

The purpose of convergent validity is to ensure that a measurement tool truly

measures the intended construct or concept by comparing it with another

variables have shown ≥ 0.7. As for the variance extracted in this study, each

variable also has a ≥ value of 0.5. So it can be concluded that the questionnaire

used for this study is declared reliable.

Based on the output of the normality test obtained, the CR value is less than

2.580, which in this case is 1.226, indicating that the corresponding estimated

(1%). In other words, a CR value smaller than 2.580 suggests that the coefficient

As evidenced by a positive estimate value, the t-statistic value is above 1.96

are more satisfied and have a positive perception of puskesmas services. Conversely, poor

service quality, such as unfriendliness, long waiting times, or inefficient handling, will

decrease patient satisfaction, as they feel they are not getting adequate or valued care,

which can result in dissatisfaction and decreased trust in the health facility.

Hospitals as healthcare institutions must provide quality services, by the needs and

desires of patients, while adhering to the professional code of ethics. This is important

because quality services include not only medical technical aspects but also an approach

that respects the dignity, privacy, and rights of patients. By prioritizing integrity,

transparency, and professional ethics in providing care, hospitals can build trust and

ensure that every patient receives appropriate, safe, and adequate services by applicable

expectations, increase trust, and create a positive experience so that patients feel satisfied

and are more likely to recommend hospital services to others. (Ronaldi & Hadya, 2022).

Thus, service quality has a positive and significant effect on patient satisfaction at

the Bekasi Regency Hospital, meaning that the better the quality of service provided by

the hospital, the higher the level of patient satisfaction. Quality service includes aspects

such as speed, accuracy, friendliness, and competence of medical personnel and support

staff at health facilities. When patients feel well-served and professional, they tend to feel

satisfied with their experience, which in turn increases loyalty and the likelihood of

significantly influence the interest in revisiting. The results of this study are supported by

(Sangkot, Latifah, Suryandari, & Wijaya, 2022), which states that outpatient patient

satisfaction has a significant impact on the intention to revisit Hospital X in Madiun City.

With 99% of outpatient patients feeling satisfied with the services provided, and 97% of

them expressing interest in returning for a follow-up visit, it can be concluded that a high

level of satisfaction directly increases the likelihood of patients returning to that hospital.

High patient satisfaction reflects adequate service quality, such as prompt, effective, and

friendly care, which encourages patients to continue trusting and choosing Hospital X as

their healthcare provider in the future.

This is also supported by the research of (Fitriani, Syaparuddin, & Edy, 2021),

patients returning, indicating that good overall service quality is crucial for maintaining

interest in repeat visits.

In contrast to the research findings of (Dita & Zaini, 2022), which states that service

quality does not significantly affect patients' interest in returning visits. This indicates that

although aspects of service quality such as human resource capability, response speed,

customer satisfaction and loyalty. (Ruiz et al., 2017).

Measuring customer satisfaction can be done through three main items: overall

satisfaction, confirmation of expectation, and comparison of ideals. Overall satisfaction

reflects how satisfied customers are in general with their experience of the services or

products provided. Confirmation of expectation measures the extent to which a service or

product meets the expectations set by the customer before using or experiencing it.

and the ideal standards they expect. These three items provide a comprehensive overview

of customer satisfaction, with overall satisfaction reflecting the overall outcome,

confirmation of expectation identifying the extent to which expectations are met, and

comparison of ideal assessing the gap between reality and the desired ideal. (Maharani,

well taken care of, they are more likely to return and recommend the service to others,

thereby increasing the likelihood of repeat visits. (Yassir, Purwadhi, & Andriani, 2023).

Satisfaction is often used as a basis to connect the characteristics of service quality

with the interest in revisiting the services received, as satisfaction is a direct reflection of

how well the service meets or exceeds customer expectations. When the quality of service

meets or even exceeds expectations, customers feel satisfied, which encourages them to