Patient Satisfaction, Perception-Expectation Gap, and Costumer Satisfaction Index in Annual Survey 2021 at Dr. Soetomo General Academic Hospital

Authors

Cita Rosita Sigit Prakoeswa, Master of Hospital Administration. Universitas Muhammadiyah Yogyakarta/ Faculty of Medicine, Universitas Airlangga/ Dr. Soetomo General Academic Hospital, Surabaya. Indonesia
Nur Hidayah, Master of Hospital Administration. Universitas Muhammadiyah Yogyakarta, Yogyakarta, Indonesia
Arlina Dewi, Master of Hospital Administration. Universitas Muhammadiyah Yogyakarta, Yogyakarta, Indonesia
Indah Purnamasari, Faculty of Medicine Universitas Airlangga/Dr. Soetomo General Academic Hospital, Surabaya, Indonesia
Agus Aan Adriansyah, Department of Public Health. Faculty of Health. Universitas Nahdlatul Ulama, Surabaya, Indonesia
Amak M. Yaqub, Faculty of Economics and Business, University of Groningen, Netherlands
Harianto Notopuro, Department of Physiology and Medical Biochemistry, Faculty of Medicine, Universitas Airlangga, Surabaya
Ema Qurnianingsih, Department of Physiology and Medical Biochemistry, Faculty of Medicine, Universitas Airlangga, Surabaya
Lina Lukitasari, Department of Physiology and Medical Biochemistry, Faculty of Medicine, Universitas Airlangga, Surabaya
Ira Humairah, Department of Physiology and Medical Biochemistry, Faculty of Medicine, Universitas Airlangga, Surabaya
Arief Bakhtiar, Department of Pulmonology and Respiratory Medicine, Dr Soetomo General Academic Hospital/ Faculty of Medicine, Universitas Airlangga, Surabaya
Suwandito Suwandito, Department of Physiology and Medical Biochemistry, Faculty of Medicine, Universitas Airlangga, Surabaya
Susi Wahyuning Asih, Department of Community Health Nursing, Faculty of Health Science, University of Muhammadiyah Jember
Zuhrotul Eka Yulis Anggraeni, Department of Paediatric Nursing, Faculty of Health Science, University of Muhammadiyah Jember
Ginanjar Sasmito Adi, Department of Medical and Surgical Nursing, Faculty of Health Science, University of Muhammadiyah Jember
Ely Rahmatika Nugrahani, Department of Mental Health Nursing, Faculty of Health Science, University of Muhammadiyah Jember
Ayesie Natasha Zulka, Department of Mental Health Nursing, Faculty of Health Science, University of Muhammadiyah Jember
Soetjipto Soetjipto, Department of Physiology and Medical Biochemistry, Faculty of Medicine, Universitas Airlangga, Surabaya

ORCID ID

Cita Rosita Sigit Prakoeswa: https://orcid.org/0000-0001-5325-2963, Nur Hidayah: https://orcid.org/0000-0002-1029-5477, Arlina Dewi: https://orcid.org/0000-0002-5265-591X, Indah Purnamasari: https://orcid.org/0000-0002-7519-583X, Agus Aan Adriansyah: https://orcid.org/0000-0003-1157-9786, Amak M. Yaqub: https://orcid.org/0000-0002-4516-1823

Abstract

Highlights: • Customers expectations at Dr. Soetomo General Academic Hospital has a higher quality of service. • The handling of complaints has a low performance on the quality of services at Dr. Soetomo General Academic Hospital. • Improving service quality requires improvements in efficient complaint handling. Abstract: Service quality is essential in health institutions that can affect patient satisfaction and loyalty. The growth in the number of patients at Dr. Soetomo General Academic Hospital, Surabaya, Indonesia, triggered the diversification of services that require periodic quality control. This study aimed to investigate the performance of 31 departments/units in the hospital, the level of customer satisfaction with services provided, and factors that could influence satisfaction. A survey about service performance, perception, and expectation of services was carried out in 31 departments/units using questionnaires from August to October 2021. Convenient respondents consisted of 2121 patients and their families aged >15. Questionnaire items assessed performance, perceptions, and expectations of health services using the SERVQUAL method. Statistical Package for the Social Sciences (SPSS) software was used to perform an analysis of the results of the measurement and the difference in responses between demographic groups of respondents (p<0.05 was significant). The mean performance score was 92.86, and the gap between their perception and expectation averaged -0.23. Customers' expectations of the provider's competence were met, and its performance was perceived to be the best. Meanwhile, handling complaints was perceived as having the lowest performance, while customers' satisfaction over it had not been met. The results showed that the hospital could still not fully meet some of the customer expectations, with immediate improvements needed in handling complaints.

First Page

178

Last Page

186

DOI

10.20473/fmi.v58i2.34550

Publication Date

6-5-2022

Recommended Citation

Prakoeswa, Cita Rosita Sigit; Hidayah, Nur; Dewi, Arlina; Purnamasari, Indah; Adriansyah, Agus Aan; Yaqub, Amak M.; Notopuro, Harianto; Qurnianingsih, Ema; Lukitasari, Lina; Humairah, Ira; Bakhtiar, Arief; Suwandito, Suwandito; Asih, Susi Wahyuning; Anggraeni, Zuhrotul Eka Yulis; Adi, Ginanjar Sasmito; Nugrahani, Ely Rahmatika; Zulka, Ayesie Natasha; and Soetjipto, Soetjipto (2022) "Patient Satisfaction, Perception-Expectation Gap, and Costumer Satisfaction Index in Annual Survey 2021 at Dr. Soetomo General Academic Hospital," Folia Medica Indonesiana: Vol. 58: No. 2, Article 4.
DOI: 10.20473/fmi.v58i2.34550
Available at: https://scholarly.unair.ac.id/fk-fmi/vol58/iss2/4