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ABSTRACT

Health care should be highly dealth with service quality in order to increase ad determine the
success in health care in a hospital. Patient satisfaction is very important in evaluating whether
service quality is good or not. The objective of this research was to find out the correlation between
nurses’ service quality and the satisfaction of inpatients in Pabatu PTPN IV Hospital, in 2017.
The research used analytic research method with cross sectional design. The population was
340 inpatients in the adult inpatient wards of Pabatu PTPN IV Hospital, from January until
November, 2017, and 61 of them were used as the samples, taken by using simple random sampling
technique. The data were analyzed by using an SPSS software program with chi square test and
multiple logistic regression analysis.
The result of the research showed that most of the inpatients felt satisfied with nurses’ service
quality in the hospital. The hypothetical test showed that there was the correlation of tangibles
(p=0.001), reliability (p=0.001), repulsiveness (p=0.002), assurance (p=0.002), and empathy
(p=0.004) with the inpatients’ satisfaction. The conclusion was that there was significant correlation
of tangibles, reliability, responsiveness, assurance, and empathy with inpatients’ satisfaction in
Pabatu PTPN IV Hospital.

Keywords: Tangibles, Reliability, Responsiveness, Assurance, Empathy, Patients’ Satisfaction


ABSTRACT

The problem which usually occurs in an Emergency Room is overcrowding so that it will be
over capacity and the waiting time takes a long time due to the overcrowding. The objective of the
research was to find out some factors which influenced the inpatients’ satisfaction in the Emergency
Room of Pabatu PTPN IV Hospital, in 2017.
The research used quantitative method with comparative analytic design. The population was
1879 inpatients in the Emergency Room of Pabatu PTPN IV Hospital, and 95 of them were used as the
samples. The data were analyzed by using frequency distribution analysis, chi square test, and
multiple logistic regression analysis.
The result of the research showed that there was significant influence of predisposing factors
(sex, age, education, and occupation) (p-value < 0.05), enabling factors (distance, insurance
participation, and the availability of health care providers) (p-value < 0.05), and health care
providers’ responsiveness (p-value < 0.05) on the inpatients’ satisfaction in the Emergency Room of
Pabatu PTPN IV Hospital, in 2017. The factor which had the most dominant influence on the
inpatients’ satisfaction in the Emergency Room of Pabatu PTPN IV Hospital, in 2017 was the
availability of health care providers with the percentage of 92.7%.

Keywords: Predisposing Factors, Enabling Factors, Health Care Providers’ Responsiveness, Patients’
Satisfaction in Emergency Room