Analysis of Factors in Increasing Patient Satisfaction in Hospital

Abstract

Patient satisfaction is the main thing that must be fulfilled in conducting treatment at the hospital. Factors that affect the level of patient satisfaction include the availability of adequate infrastructure, facilities, and information technology, including the availability of space and supporting tools related to medical or information system services. In addition, the behavioral factors of medical and non-medical personnel also greatly determine the level of patient satisfaction, especially those who are currently consuming street drugs that need special attention from the hospital’s management. The samples in this study are 116 respondents living in Depok. The statistical method used in this study is the Structural Equation Modeling (SEM). The results of the study are: (1) There is no relationship between hospital infrastructure and quality service; (2) There is a relationship between the behavior of hospital medical and non-medical officers and quality service; (3) There is a relationship between hospital information technology and facilities on quality service; and (4) Cost is not a driving factor in choosing the hospital’s infrastructure to increase quality service.