Improving the professionalism of medical personnel

Oct 13, 2025 by talynt.org 18 views

Analysis of Patient Satisfaction with Service Quality in Gynecological Outpatient Room H. Adam Malik Medan Hospital in 2012

Introduction

The quality of service in healthcare institutions is a crucial factor in determining patient satisfaction. In the Gynecological Outpatient Room H. Adam Malik Hospital Medan, patient satisfaction is a key indicator of the quality of services provided. This study aims to analyze the level of patient satisfaction with the quality of service in the Gynecological Outpatient Room H. Adam Malik Hospital Medan in 2012. The study focuses on measuring the level of patient satisfaction with the five dimensions of service quality, namely reliability, responsiveness, assurance, empathy, and tangibles.

Background

The Gynecological Outpatient Room H. Adam Malik Hospital Medan is a healthcare institution that provides services to patients with gynecological problems. The hospital has a reputation for providing quality services to its patients. However, the quality of service in healthcare institutions can vary depending on several factors, including the level of patient satisfaction. Patient satisfaction is a key indicator of the quality of services provided in healthcare institutions.

Methodology

This study uses an analytic observational design and is carried out in the Gynecological Outpatient Room H. Adam Malik Hospital Medan during June 2012. The study collects data through interviews with 77 respondents who meet the requirements using structured questionnaires. The data analysis is carried out descriptively and multivariately.

Results

The results of the study show that the reliability dimension has an unfavorable level of quality with a score of 80.4%. Meanwhile, the other four dimensions, namely responsiveness, assurance, empathy, and tangibles, have a good level of quality, with a score of 86.8%, 95.9%, 86.8%, and 82.8%, respectively.

The multivariate test shows that the assurance dimension is the most dominant dimension in determining patient satisfaction, with a coefficient B of 1,078. This shows that patients prioritize a sense of security and trust in the competence of medical personnel in providing services. The dimensions of reliability and tangibles also have a significant influence on patient satisfaction, with coefficient B of 0.043 and 0.281, respectively.

Discussion

The results of the study show that the quality of services in the Gynecological Outpatient Room H. Adam Malik Medan Hospital in 2012 has been classified as good. However, this study shows that the assurance dimension has the most dominant influence on patient satisfaction. This means that H. Adam Malik Medan Hospital needs to continue to improve the quality of its services in terms of assurance, such as increasing the professionalism of medical personnel, information transparency, and building good communication with patients.

Improving the quality of services in the Gynecological outpatient room will be very beneficial for patients. Patients will feel more comfortable, safe, and confident in receiving service, so as to increase their satisfaction and loyalty to H. Adam Malik Hospital Medan.

Conclusion

In conclusion, the quality of services in the Gynecological Outpatient Room H. Adam Malik Medan Hospital in 2012 has been classified as good. However, this study shows that the assurance dimension has the most dominant influence on patient satisfaction. Therefore, H. Adam Malik Medan Hospital needs to continue to improve the quality of its services in terms of assurance to increase patient satisfaction and loyalty.

Recommendations

Based on the results of the study, the following recommendations are made:

Improving the professionalism of medical personnel: H. Adam Malik Medan Hospital needs to continue to improve the professionalism of its medical personnel to increase patient satisfaction.
Increasing information transparency: H. Adam Malik Medan Hospital needs to increase information transparency to patients to increase patient satisfaction.
Building good communication with patients: H. Adam Malik Medan Hospital needs to build good communication with patients to increase patient satisfaction.

Limitations

This study has several limitations. Firstly, the study only collects data from 77 respondents, which may not be representative of the entire population of patients who visit the Gynecological Outpatient Room H. Adam Malik Hospital Medan. Secondly, the study only measures patient satisfaction with the five dimensions of service quality, which may not be comprehensive.

Future Research

Future research should aim to investigate the factors that influence patient satisfaction with the quality of service in healthcare institutions. Additionally, future research should aim to investigate the impact of patient satisfaction on patient outcomes.

References

[1] Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
[2] Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
[3] Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.
[4] Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and service provider attributes. Journal of Marketing, 54(2), 69-82.

Appendices

Appendix 1: Questionnaire
Appendix 2: Data Analysis
Appendix 3: Results

Note: The references provided are a selection of the most relevant studies on service quality and patient satisfaction. The appendices are not included in this response as they are not relevant to the main content of the study.
Frequently Asked Questions (FAQs) about Patient Satisfaction with Service Quality in Gynecological Outpatient Room H. Adam Malik Medan Hospital in 2012

Q: What is the purpose of this study?

A: The purpose of this study is to analyze the level of patient satisfaction with the quality of service in the Gynecological Outpatient Room H. Adam Malik Hospital Medan in 2012.

Q: What are the five dimensions of service quality that were measured in this study?

A: The five dimensions of service quality that were measured in this study are:

Reliability: The ability of the hospital to provide consistent and reliable services.
Responsiveness: The ability of the hospital to respond promptly and effectively to patient needs.
Assurance: The ability of the hospital to provide a sense of security and trust in the competence of medical personnel.
Empathy: The ability of the hospital to provide a sense of understanding and concern for patient needs.
Tangibles: The ability of the hospital to provide a physical environment that is clean, comfortable, and well-maintained.

Q: What were the results of the study?

A: The results of the study showed that the reliability dimension had an unfavorable level of quality with a score of 80.4%. Meanwhile, the other four dimensions, namely responsiveness, assurance, empathy, and tangibles, had a good level of quality, with a score of 86.8%, 95.9%, 86.8%, and 82.8%, respectively.

Q: What was the most dominant dimension in determining patient satisfaction?

A: The multivariate test showed that the assurance dimension was the most dominant dimension in determining patient satisfaction, with a coefficient B of 1,078.

Q: What are the implications of the study for H. Adam Malik Medan Hospital?

A: The study suggests that H. Adam Malik Medan Hospital needs to continue to improve the quality of its services in terms of assurance, such as increasing the professionalism of medical personnel, information transparency, and building good communication with patients.

Q: What are the limitations of the study?

A: The study has several limitations, including:

Small sample size: The study only collected data from 77 respondents, which may not be representative of the entire population of patients who visit the Gynecological Outpatient Room H. Adam Malik Hospital Medan.
Limited scope: The study only measured patient satisfaction with the five dimensions of service quality, which may not be comprehensive.

Q: What are the recommendations for future research?

A: Future research should aim to investigate the factors that influence patient satisfaction with the quality of service in healthcare institutions. Additionally, future research should aim to investigate the impact of patient satisfaction on patient outcomes.

Q: What are the references used in this study?

A: The references used in this study include:

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Gronroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing, 18(4), 36-44.
Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Free Press.
Bitner, M. J. (1990). Evaluating service encounters: The effects of physical surroundings and service provider attributes. Journal of Marketing, 54(2), 69-82.

Q: What are the appendices included in this study?

A: The appendices included in this study are:

Appendix 1: Questionnaire
Appendix 2: Data Analysis
Appendix 3: Results

Note: The FAQs provided are a selection of the most frequently asked questions about the study. The references and appendices are not included in this response as they are not relevant to the main content of the study.