The Role of Health Facility in Mediating Service Quality and Patient Perceptions of Hospital Patient Satisfaction

Abstract

This study aims to gather empirical data on how health facility in Indonesia, specifically in the city of Gresik, influence patient perceptions of hospital patient satisfaction and service quality. Research Methodology - The hypothesis of this research is that health facility play a mediating role in service quality and patient perceptions of patient satisfaction in public hospitals in Indonesia, particularly in the city of Gresik. A quantitative approach is used, employing Google Forms to conduct an online survey shared on social media. Responses are measured on a Likert scale of 1 to 5. Purposive sampling was used to select 99 participants, mostly from the city of Gresik, to complete the online survey, which was distributed to outpatient and inpatient hospital facility throughout Indonesia. The sampling strategy employed in this study was the Slovin's formula. SmartPLS software version 3.0 is used for Structural Equation Modeling of Partial Least Squares (SEM-PLS) statistical data analysis. Findings - The study found that patient satisfaction in Indonesian hospitals, particularly in the city of Gresik, is significantly influenced by evaluations of health facility and the quality of care they provide. Health facility are greatly impacted by patient perception and the quality of their services. The likelihood of influencing hospital patient satisfaction levels through suitable healthcare facility increases with service quality and patient perception. By providing proper healthcare facility, service quality, and favorable patient impressions, patient happiness can be enhanced. Implications and Recommendations - This research can contribute to the development of theories regarding the variables that influence patient satisfaction in the healthcare industry. By highlighting the role of health facility in shaping service quality and perceptions of hospital patient satisfaction, the findings of this study can add to the body of knowledge in health service management. The results of this study may also contribute to the development of a comprehensive conceptual model that explains how healthcare facility influence patient satisfaction levels and perceptions of service quality in hospitals. Hospitals can benefit greatly from the conclusions of this research by improving the quality of their facility and services. The focus on patient perceptions in this study emphasizes the importance of teaching medical staff appropriate patient interaction techniques. The study's findings can assist hospitals in developing more effective marketing plans. Furthermore, the results of this study can serve as a basis for the creation of more informed health policies by the government and relevant organizations