The Antecedence and Consequences of Patient Satisfaction in Emergency Department of XYZ Hospital

Shweta Chandru Bhavnani; Margaretha Pink Berlianto

doi:10.35877/454RI.daengku1320

Shweta Chandru Bhavnani Universitas Pelita Harapan, Tangerang, Indonesia (ID)
Margaretha Pink Berlianto Faculty of Economics and Business, Universitas Pelita Harapan, Tangerang, Indonesia (ID)

https://doi.org/10.35877/454RI.daengku1320

Keywords: responsivness, tangible, empathy, assurance, reliability, customer satisfaction revisit intention

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Abstract

Data on patient visits to the emergency room from all visits to public hospitals in Indonesia are always increasing from year to year. In line with this fact, the Community Satisfaction Index survey data conducted by the Ministry of Health of the Republic of Indonesia (2017) reported that hospital services have not met patient expectations or in other words the level of patient satisfaction is still low. This study aims to determine the influence of service quality factors consisting of responsiveness, tangible, empathy, assurance, and reliability in influencing customer satisfaction and to analyze customer satisfaction as a mediating variable on revisit intention in the Emergency Room (ER) at XYZ Hospital. This study used quantitative research and data collection was carried out using a questionnaire. The target population of this study were all patients undergoing treatment in the emergency room at XYZ Hospital. Based on data for August 2022 there were 2,564 outpatients. The number of samples was determined as many as 200 samples. The sampling technique used was purposive sampling. Partial Least Square-Structural Equation Modeling (SEM-PLS) was applied in this study. The results showed that revisit intention was positively influenced by patient satisfaction in the emergency room at XYZ Hospital, and service quality had a positive effect on patient satisfaction. The practical implications of this research show that to maintain revisit intention in the XYZ Hospital Emergency Room, one must always listen to the voice of consumers, and have the ability to respond to every wish, expectation and demand of service users of health care facilities.

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