Authors:
Susanna Halim
;
Crismis Novalinda Ginting
and
Ermi Girsang
Affiliation:
Faculty of Medical, Universitas Prima Indonesia, Indonesia
Keyword(s):
Quality of service, Patient satisfaction, Tangibles, Responsiveness, Empathy, Control, Confirmation.
Abstract:
One of the patient dissatisfaction problems in medical services is an ineffective communication between patients and doctors which impacts on subsequent visits. To increase the patient satisfaction level, the quality factors of a specialist doctors treatment are identified. This study used the cross sectional method with quantitative analytic to the questionnaire of primary respondents. Respondent population are 191 outpatients in specialist polyclinic unit with 66 samples. Sampling was done by non-random (non-probability) sampling with purposive sampling. Logistic regression was used to analyze the respondent's data. The results of the bivariate analysis showed good and satisfied results namely tangibles about 96.2%, responsiveness about 94.6%, empathy about 94.4%, control about 94.7%, trust about 81.2%, self-disclosure about 80.6%, and confirmation about 96.4%. While the results of multivariate analysis showed that there were only 5 variables that significantly affected patient sat
isfaction (p<0.05), namely the tangibles variable (OR=2.455), responsiveness (OR=4.573), empathy (OR=4.841), control (OR=3.970), and confirmation (OR=3.656). The highest result for bivariate was shown in the confirmation about 96.4% and for multivariate was on emphaty with OR value 4.841.
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