Effect on Dimensions of Health Services to Inpatient Satisfaction at Primary Health Care

Background: Satisfaction is a feeling that the consumers feel when the
service they receive meets or surpass their expectations. Public satisfac
tion with health care services is still a significant issue for health institu
tions in improving the service quality. Despite various efforts that health
care providers have made, some residents in an area were unsatisfied with
the health services in their environment.
Objective: To determine the effect of the dimensions of health service
quality on patient satisfaction at the Primary Health Care 1 Melaya, Jem
brana, Bali
Method: Analytical observational study, a cross-sectional design. The to
tal sample was 70 respondents. Data collection was performed using
questionnaires. Multiple linear regression was used to analyze the average
value of patient satisfaction based on the five dimensions of quality of
health care.
Result: The dimensions of tangibility, responsiveness, assurance, and
empathy have a significance value (p<0.05), while the reliability dimen
sion has no significance value (p>0.05). So the formula used to predict
patient satisfaction with health services received is as follows:
y = 0,352+0,295*X1–0,104*X2–0,201*X3+0,334*X4+0,180*X5
The dimension of health services that has the largest influence on the
satisfaction of inpatients is assurance. Patients feel assured and satisfied
when the health workers communicate their expertise and competencies
before doing their work.
Conclusion: Tangibility, reliability, responsiveness, and assurance were
four of five dimensions of health services that have significantly influ
enced the satisfaction of inpatients.