The Effectiveness of Service Quality on Patient Satisfaction Based on Outpatient and Inpatient Services
Year: 2026
Type: article
Study design: Observational Study
Abstract: Background: Competition among private maternal and child hospitals requires service quality improvement that addresses both clinical performance and the overall patient experience. Objective: This study examined how HEALTHQUAL dimensions (empathy, tangibles, safety, efficiency, and degree of improvement of care services (DoI)) relate to patient satisfaction and whether the pattern differs between outpatient and inpatient services at Melati Husada Hospital (MH) and Melati Children Hospital (MCH). Methods: A quantitative explanatory repeated cross-sectional survey was conducted at both hospitals. The analysis included 625 respondents (324 at MH and 301 at MCH) with nearly balanced outpatient and inpatient groups. HEALTHQUAL measured service quality and KKP-2017 measured satisfaction. Cronbach’s alpha and corrected item-total correlation assessed instrument quality, followed by descriptive analysis, independent-samples t-tests, and multiple linear regression. Results: Inpatient satisfaction exceeded outpatient satisfaction at both hospitals (MH: 4.39 vs. 4.14; MCH: 4.29 vs. 4.04; p < 0.001). All regression models were significant. DoI was the most consistent predictor across hospital and admission models, followed mainly by efficiency and tangibles. Safety contributed significantly, particularly at MCH, whereas empathy showed no independent significant effect despite high descriptive scores. Open-ended comments similarly emphasized perceived improvement and tangible facilities. Conclusion: Service improvement should prioritize perceived care outcomes, process efficiency, and physical facilities while maintaining interpersonal empathy and patient safety. Findings should be interpreted within the two-hospital setting and in light of ceiling effects and multicollinearity among HEALTHQUAL dimensions.
Institution: Universitas Ciputra
Language: English
Subfield: General Health Professions
Field: Health Professions
Domain: Health Sciences
Open Access status: hybrid
OpenAlex ID: W7225595514