The The Relationships between Reliability, Tangible Evidence, Responsiveness, Empathy, and Gender with Outpatient Satisfaction at Mitra Delima General Hospital, Malang, East Java, Indonesia
DOI:
https://doi.org/10.26911/Abstract
Background: Patient satisfaction is a patient's feeling received from the health service performance felt by patients in their services and compared with what is expected. This study aims to analyze the variables that influence patient satisfaction.
Subjects and Method: This study is an observational analytical study with a cross-sectional design. This study was conducted at Mitra Delima General Hospital, Malang, in August-September 2024. A sample of 200 patients was selected using simple random sampling. The dependent variable in this study was patient satisfaction. The independent variables in the study were reliability, assurance, tangible evidence, responsiveness, empathy, and gender. Data collection was carried out using a questionnaire and analyzed using path analysis.
Results: Patient satisfaction in hospitals is influenced by reliability (b= 0.60; 95% CI= 0.47 to 0.73; p<0.001), tangible evidence (b= 0.43; 95% CI= 0.29 to 0.58; p<0.001), responsiveness (b= 0.33; 95% CI= 0.15 to 0.52; p<0.001), empathy (b= 0.72; 95% CI= 0.56 to 0.88; p<0.001), and gender (b = 0.14; 95% CI= 0.01 to 0.27; p =0.025).
Conclusion: Patient satisfaction is positively influenced by reliability, tangibles, responsiveness, empathy, and gender.
Keywords:
reliability, tangible evidence, responsiveness, empathy, gender, patient satisfaction
How to Cite
References
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