Research Paper
Year: 2019 | Month: August | Volume: 6 | Issue: 8 | Pages: 77-85
Relationship of Nursing Service Quality to Patient Satisfaction Levels in Balimbingan Hospital 2018
Indah Mutia Sari1, Sri Wahyuni Nasution2, Ermi Girsang2, Chrismis Novalinda Ginting2
1Postgraduate Students Department Magister of Public Health, Faculty of Medicines at University Prima Indonesia
2Postgraduate Lecturer Department Magister of Public Health, Faculty of Medicines at University Prima Indonesia
Corresponding Author: Indah Mutia Sari
ABSTRACT
Hospital ability to meet patient needs can be measured by the level of patient satisfaction. Patient satisfaction is influenced by the quality of nurse services that can be seen from five servqual dimensions (reliability, responsiveness, assurance, empathy, direct evidence). Nurse services have a large proportion of services in hospitals and require greater attention from hospital management. This study uses a quantitative-qualitative method, where the quantitative method used is non-experimental, with a cross-sectional approach and qualitative methods to find out information about the level of satisfaction and dissatisfaction of patients when getting quality care from nurses in Balimbingan Hospital. The results showed that the value of reliability on patient satisfaction p value (0,000) and OR 142,000, the value of responsiveness to patient satisfaction p value (0.001) and OR 1,276, the guarantee value of patient satisfaction p value (0,000) and OR 206,800, value of attention to satisfaction patients p value (0.011) and OR 10.706, the value of appearance on patient satisfaction p value (0,000) and OR 0.122. The conclusion of the test results shows that there is a relationship between the quality of care of nurses in the dimensions of reliability, responsiveness, assurance, attention and appearance with patient satisfaction in the Balimbingan Hospital. The researcher suggested that the quality of nurse services for patient satisfaction in the Balimbingan Hospital be improved again.
Key words: Quality of Nurse Services, Patient Satisfaction
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