Published date:Feb 18 2025

Journal Title: KnE Social Sciences

Issue title: The 2024 AAPA-EROPA-AGPA-IAPA Joint Conference

Pages:226 - 244

DOI: 10.18502/kss.v10i4.18038

Alexsander ‎ dr.alexhasyim@gmail.comDepartement of Public Administration, Faculty of Social and Political Sciences, Prof Dr Hazairin University, Bengkulu, Indonesia

Dodo SutardiDepartement of Public Administration, Faculty of Social and Political Sciences, Prof Dr Hazairin University, Bengkulu, Indonesia

Ida SerehasianDepartement of Public Administration, Faculty of Social and Political Sciences, Prof Dr Hazairin University, Bengkulu, Indonesia

Rahiman DaniDepartement of Public Administration, Faculty of Social and Political Sciences, Prof Dr Hazairin University, Bengkulu, Indonesia

Henny ApriantyDepartement of Public Administration, Faculty of Social and Political Sciences, Prof Dr Hazairin University, Bengkulu, Indonesia

Desita RahayuDepartement of Public Administration, Faculty of Social and Political Sciences, Sekolah Tinggi Ilmu Administrasi Bengkulu, Bengkulu, Indonesia

Jatmiko YogopriyatnoDepartement of Public Administration, Faculty of Social and Political Sciences, Universitas Bengkulu, Bengkulu, Indonesia

Service delivery practices and patient satisfaction are the key issues in government owned hospital health services. This article explores the determinants of health service quality and their influence on inpatient satisfaction. The theoretical framework tested is how service quality factors, namely: tangible, reliable, responsive, assurance, and empathy affect patient satisfaction factors which comprises environment, facilities, doctor and nurse services, and time care. The research design is based on a survey method and inferential statistics. Data were collected from 250 inpatients of Rumah Sakit Harapan and Doa (RSHD) and analyzed using structural modeling with the LISREL application. All the factors (responsiveness, empathy, tangibles, reliability, assurance) are determinants of health service quality, with the highest factor values for responsiveness and empathy (0.96), then tangibles and reliability (0.95), and assurance (0.83). The hypothesis was accepted, inpatient satisfaction is positively and significantly influenced by the quality of health services at RSHD Bengkulu, proven by a value of T = 10.84 (T > 0.196 with α = 0.05 ). The research implicates improving facilities, infrastructure, quality of human resources, and service processes by emphasizing increasing responsiveness and empathy.

Keywords: responsiveness, empathy, service quality, LISREL, hospital

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