Analysis of Factors Associated with Satisfaction Among Non-JKN Inpatients
Abstract
Patient satisfaction is an important indicator in assessing the quality of hospital services, especially for non-JKN patients who have greater freedom in choosing health facilities. This study aims to analyze factors related to satisfaction of non-JKN inpatients at RSUP Dr. Mohammad Hoesin Palembang. The study used an analytical observational design with a cross-sectional approach to 150 patients. Service quality is measured based on the SERVQUAL dimensions, namely tangibility, reliability, responsiveness, assurance, and empathy. Data were analyzed using the Chi-square test and multiple logistic regression. The research results showed that 81 respondents (54.0%) were satisfied with the service. Bivariate analysis showed that tangibility, reliability, responsiveness, assurance, and empathy were significantly related to patient satisfaction, while age, education, and employment were not significantly related. Multivariate analysis shows that education (p=0.034; OR=0.158), tangibility (p=0.024; OR=3.563), responsiveness (p=0.001; OR=6.398), and assurance (p<0.001; OR=10.960) are independently related to satisfaction. Assurance is the most dominant factor, while the model is able to explain 65.7% of the variation in patient satisfaction. Satisfaction of non-JKN inpatients is mainly influenced by service guarantee, responsiveness, physical evidence, and level of education. Hospitals need to improve the competency and professionalism of staff, speed of response, clarity of information, security of services, and comfort of facilities.
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