THE INFLUENCE OF SERVICE QUALITY ON PATIENT SATISFACTION AT HATI KUDUS LANGGUR HOSPITAL
Keywords:
Patient Satisfaction, Service Quality, Hati Kudus Langgur Hospital
Abstract
This study explores the relationship between the quality of healthcare services and patient satisfaction at Hati Kudus Langgur Hospital. The main aim is to assess whether service quality has a significant impact on how satisfied patients are with the hospital's services. A quantitative method is utilized, using a structured questionnaire to collect data. The research targets all patients of the hospital, with a sample size of at least 123 respondents, calculated using the Slovin formula. The analysis methods include descriptive statistics, simple linear regression, validity and reliability tests, as well as the coefficient of determination (R²). The findings indicate: (1) Tangibility has a significant positive influence on patient satisfaction; (2) Reliability does not significantly influence satisfaction; (3) Responsiveness has a meaningful effect on satisfaction; (4) Assurance significantly contributes to satisfaction; and (5) Empathy does not show a significant impact on patient satisfaction at the hospital.
References
Anugraheni, T. D., Izzah, L., & Hadi, M. S. (2023). Increasing the students’ speaking ability through role-playing with Slovin’s Formula Sample Size. Jurnal Studi Guru Dan Pembelajaran, 6(3), 262–272.
Ashill, N. J., Carruthers, J., & Krisjanous, J. (2006). The effect of management commitment to service quality on frontline employees’ affective and performance outcomes: An empirical investigation of the New Zealand public healthcare sector. International Journal of Nonprofit and Voluntary Sector Marketing, 11(4), 271–287.
Ashworth, L., & Bourassa, M. A. (2020). Inferred respect: a critical ingredient in customer satisfaction. European Journal of Marketing, 54(10), 2447–2476.
Bailia, J. F. T., Soegoto, A. S., & Loindong, S. S. R. (2014). Pengaruh kualitas produk, harga dan lokasi terhadap kepuasan konsumen pada warung-warung makan lamongan di kota Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3).
Basabih, M., & Widhakuswara, I. (2024). Opportunities and Challenges in Implementing Regional Public Service Agency Policy in Regional Hospitals: Systematic Review. Jurnal Ilmu Kesehatan Masyarakat, 15(1), 1–20.
Black, N., Burke, L., Forrest, C. B., Ravens Sieberer, U. H., Ahmed, S., Valderas, J. M., Bartlett, S. J., & Alonso, J. (2016). Patient-reported outcomes: pathways to better health, better services, and better societies. Quality of Life Research, 25, 1103–1112.
Cheung, A. B. L. (1997). Understanding public-sector reforms: global trends and diverse agendas. International Review of Administrative Sciences, 63(4), 435–457.
dewi, mutia. (2016). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Pengguna BPJS pada Rumah Sakit Rehabilitasi Medik Kabupaten Aceh Timur. Jurnal Manajemen Dan Keuangan, 5(2). https://ejurnalunsam.id/index.php/jmk/article/view/79
Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1–4.
Fatiya Diana Wulandari Putri, Angella Yunita Azarah, & Rahmasari Dwi Agustina. (2023). Peran Perangkat Desa dalam Menjaga Stabilitas Sosial dan Memberikan Pelayanan Publik di Desa Jubung. Khatulistiwa: Jurnal Pendidikan Dan Sosial Humaniora, 3(4), 230–247. https://doi.org/10.55606/khatulistiwa.v3i4.2436
Fauziah, N. F., & Nugraheni, A. Y. (2024). Evaluation of the Quality of Pharmaceutical Services in Private Hospitals in Sukoharjo in 2023. Gaster, 22(1), 39–56.
Ferlie, E. (2017). Exploring 30 years of UK public services management reform–the case of health care. International Journal of Public Sector Management, 30(6–7), 615–625.
Fulgara, N., Wijayanto, G., & Jahrizal, J. (n.d.). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pasien Peserta Bpjs Kesehatan Di Teluk Kuantan Kabupaten Kuantan Singingi. Jurnal Tepak Manajemen Bisnis, 12(3), 532–546.
Hong, Y., Jiang, Y., Liao, H., & Sturman, M. C. (2017). High performance work systems for service quality: Boundary conditions and influence processes. Human Resource Management, 56(5), 747–767.
Ioannidou, F., & Konstantikaki, V. (2008). Empathy and emotional intelligence: What is it really about? International Journal of Caring Sciences, 1(3), 118.
Kanina, A. S. (2020). Saudi Car Dealerships’ Service Quality, Customer Satisfaction, and Behavioral Intentions: A Quantitative Correlational Study. University of Phoenix.
Kaul, M. (1997). The new public administration: management innovations in government. Public Administration and Development: The International Journal of Management Research and Practice, 17(1), 13–26.
Komene, E., Pene, B., Gerard, D., Parr, J., Aspinall, C., & Wilson, D. (2024). Whakawhanaungatanga—Building trust and connections: A qualitative study indigenous Māori patients and whānau (extended family network) hospital experiences. Journal of Advanced Nursing, 80(4), 1545–1558.
Kotler, P. (2012). Kotler on marketing. Simon and Schuster.
Kotler, P., & Keller, K. L. (2014). Philip Kotler. Astromax Entertainment.
Kotronoulas, G., Kearney, N., Maguire, R., Harrow, A., Di Domenico, D., Croy, S., & MacGillivray, S. (2014). What is the value of the routine use of patient-reported outcome measures toward improvement of patient outcomes, processes of care, and health service outcomes in cancer care? A systematic review of controlled trials. Journal of Clinical Oncology, 32(14), 1480–1501.
Lambe, H. G., Widyarini, M., & Grahadian, K. (2025). PENGARUH SISTEM REGISTRASI ONLINE (MOBILE JKN) TERHADAP KEPUASAN PASIEN PADA MANAJEMEN SISTEM JANJI TEMU. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 1041–1056.
Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 94(2), 371.
Mattila, E., & Kallio, T. J. (2025). Towards the best public administration in the world: a case of health and social services reform in Finland from the perspective of children’s and families’ services. In Future Public Governance and Global Crises (pp. 12–24). Edward Elgar Publishing.
McCourt, W. (2018). New directions for public service reform in developing countries. Public Administration and Development, 38(3), 120–129.
Mogi, M. G. P., Widyarini, M., & Grahadian, K. (2024). HOSPITAL SERVICE QUALITY AND CUSTOMER TRUST TOWARDS PATIENT SATISFACTION IN GENERATION MZ. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(3), 1244–1259.
Ngatindriatun, N., Alfarizi, M., & Arifian, R. (2024). Green hospital practices on patient’s satisfaction in Indonesian hospital: medical specialist department case investigation. Journal of Modelling in Management, 19(3), 899–924.
Palupi, H. S. N., & Brabo, N. A. (2025). The Influence Of Trust And Service Quality On Patient Loyalty With Satisfaction As A Mediating Variable: A Case Study Of Patients At Bogor Senior Hospital (BSH). Jurnal Ilmiah Multidisiplin, 4(03), 1–13.
Ramadhani, H. K., & Aldyandi, D. (2024). The Relationship Between The Level Of Knowledge Of Kiasu Culture And The Way Of View Of High School/Vocational School Students In The City Of Surabaya To Achieve Golden Indonesia. Medical Technology and Public Health Journal, 8(1), 55–61.
Ryandini, T. P., Safa’ah, N., & Pitaloka, D. (2022). THE EFFECT OF “REACH” COMMUNICATION (RESPECT, EMPATHY, AUDIBLE, CLARITY, HUMILITY) TOWARD THE CARING BEHAVIOR OF NURSES IN TUBAN. Lux Mensana: Journal of Scientific Health, 296–306.
Santoso, M., Widyarini, M., & Grahadian, K. (2025). THE INFLUENCE OF BRAND IMAGE AND PRICE ON PATIENTS’DECISIONS TO USE OUTPATIENT SERVICES AT GREEN HOSPITAL X. JAMBURA: Jurnal Ilmiah Manajemen Dan Bisnis, 7(3), 1455–1465.
Schumm, W. R., Pratt, K. K., Hartenstein, J. L., Jenkins, B. A., & Johnson, G. A. (2013). Determining statistical significance (alpha) and reporting statistical trends: Controversies, issues, and facts. Comprehensive Psychology, 2, 03-CP.
Sopiah, S., Kurniawan, D. T., Nora, E., & Narmaditya, B. S. (2020). Does talent management affect employee performance?: The moderating role of work engagement. The Journal of Asian Finance, Economics and Business, 7(7), 335–341.
Sumaedi, S., Yuda Bakti, I. G. M., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB) A new public healthcare patient satisfaction index. International Journal of Productivity and Performance Management, 65(1), 25–41.
Susilawati, Y., Widyarini, M., & Grahadian, K. (2024). Kompetensi Komunikasi dalam Hubungan antara Profesionalisme dan Kepuasan Kerja pada Perawat Milenial dan Generasi Z. Prospek: Jurnal Manajemen Dan Bisnis, 6(2).
Thomas, F. B. (2022). The role of purposive sampling technique as a tool for informal choices in a social Sciences in research methods. Just Agriculture, 2(5), 1–8.
Tjiptono, F. (2022). Service Management: Mewujudkan layanan prima edisi 4. Penerbit Andi.
Wilson, R., French, M., Hesselgreaves, H., Lowe, T., & Smith, M. (2024). New development: Relational public services—reform and research agenda. Public Money & Management, 44(6), 553–558.
Windasuri, H. (2017). Excellent Service. Gramedia Pustaka Utama.
Wu, T.-J., Zhang, R.-X., & Li, J.-M. (2024). How does emotional labor influence restaurant employees’ service quality during COVID-19? The roles of work fatigue and supervisor–subordinate Guanxi. International Journal of Contemporary Hospitality Management, 36(1), 136–154.
Ashill, N. J., Carruthers, J., & Krisjanous, J. (2006). The effect of management commitment to service quality on frontline employees’ affective and performance outcomes: An empirical investigation of the New Zealand public healthcare sector. International Journal of Nonprofit and Voluntary Sector Marketing, 11(4), 271–287.
Ashworth, L., & Bourassa, M. A. (2020). Inferred respect: a critical ingredient in customer satisfaction. European Journal of Marketing, 54(10), 2447–2476.
Bailia, J. F. T., Soegoto, A. S., & Loindong, S. S. R. (2014). Pengaruh kualitas produk, harga dan lokasi terhadap kepuasan konsumen pada warung-warung makan lamongan di kota Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 2(3).
Basabih, M., & Widhakuswara, I. (2024). Opportunities and Challenges in Implementing Regional Public Service Agency Policy in Regional Hospitals: Systematic Review. Jurnal Ilmu Kesehatan Masyarakat, 15(1), 1–20.
Black, N., Burke, L., Forrest, C. B., Ravens Sieberer, U. H., Ahmed, S., Valderas, J. M., Bartlett, S. J., & Alonso, J. (2016). Patient-reported outcomes: pathways to better health, better services, and better societies. Quality of Life Research, 25, 1103–1112.
Cheung, A. B. L. (1997). Understanding public-sector reforms: global trends and diverse agendas. International Review of Administrative Sciences, 63(4), 435–457.
dewi, mutia. (2016). Pengaruh Kualitas Pelayanan terhadap Kepuasan Pasien Pengguna BPJS pada Rumah Sakit Rehabilitasi Medik Kabupaten Aceh Timur. Jurnal Manajemen Dan Keuangan, 5(2). https://ejurnalunsam.id/index.php/jmk/article/view/79
Etikan, I., Musa, S. A., & Alkassim, R. S. (2016). Comparison of convenience sampling and purposive sampling. American Journal of Theoretical and Applied Statistics, 5(1), 1–4.
Fatiya Diana Wulandari Putri, Angella Yunita Azarah, & Rahmasari Dwi Agustina. (2023). Peran Perangkat Desa dalam Menjaga Stabilitas Sosial dan Memberikan Pelayanan Publik di Desa Jubung. Khatulistiwa: Jurnal Pendidikan Dan Sosial Humaniora, 3(4), 230–247. https://doi.org/10.55606/khatulistiwa.v3i4.2436
Fauziah, N. F., & Nugraheni, A. Y. (2024). Evaluation of the Quality of Pharmaceutical Services in Private Hospitals in Sukoharjo in 2023. Gaster, 22(1), 39–56.
Ferlie, E. (2017). Exploring 30 years of UK public services management reform–the case of health care. International Journal of Public Sector Management, 30(6–7), 615–625.
Fulgara, N., Wijayanto, G., & Jahrizal, J. (n.d.). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Pasien Peserta Bpjs Kesehatan Di Teluk Kuantan Kabupaten Kuantan Singingi. Jurnal Tepak Manajemen Bisnis, 12(3), 532–546.
Hong, Y., Jiang, Y., Liao, H., & Sturman, M. C. (2017). High performance work systems for service quality: Boundary conditions and influence processes. Human Resource Management, 56(5), 747–767.
Ioannidou, F., & Konstantikaki, V. (2008). Empathy and emotional intelligence: What is it really about? International Journal of Caring Sciences, 1(3), 118.
Kanina, A. S. (2020). Saudi Car Dealerships’ Service Quality, Customer Satisfaction, and Behavioral Intentions: A Quantitative Correlational Study. University of Phoenix.
Kaul, M. (1997). The new public administration: management innovations in government. Public Administration and Development: The International Journal of Management Research and Practice, 17(1), 13–26.
Komene, E., Pene, B., Gerard, D., Parr, J., Aspinall, C., & Wilson, D. (2024). Whakawhanaungatanga—Building trust and connections: A qualitative study indigenous Māori patients and whānau (extended family network) hospital experiences. Journal of Advanced Nursing, 80(4), 1545–1558.
Kotler, P. (2012). Kotler on marketing. Simon and Schuster.
Kotler, P., & Keller, K. L. (2014). Philip Kotler. Astromax Entertainment.
Kotronoulas, G., Kearney, N., Maguire, R., Harrow, A., Di Domenico, D., Croy, S., & MacGillivray, S. (2014). What is the value of the routine use of patient-reported outcome measures toward improvement of patient outcomes, processes of care, and health service outcomes in cancer care? A systematic review of controlled trials. Journal of Clinical Oncology, 32(14), 1480–1501.
Lambe, H. G., Widyarini, M., & Grahadian, K. (2025). PENGARUH SISTEM REGISTRASI ONLINE (MOBILE JKN) TERHADAP KEPUASAN PASIEN PADA MANAJEMEN SISTEM JANJI TEMU. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(1), 1041–1056.
Liao, H., Toya, K., Lepak, D. P., & Hong, Y. (2009). Do they see eye to eye? Management and employee perspectives of high-performance work systems and influence processes on service quality. Journal of Applied Psychology, 94(2), 371.
Mattila, E., & Kallio, T. J. (2025). Towards the best public administration in the world: a case of health and social services reform in Finland from the perspective of children’s and families’ services. In Future Public Governance and Global Crises (pp. 12–24). Edward Elgar Publishing.
McCourt, W. (2018). New directions for public service reform in developing countries. Public Administration and Development, 38(3), 120–129.
Mogi, M. G. P., Widyarini, M., & Grahadian, K. (2024). HOSPITAL SERVICE QUALITY AND CUSTOMER TRUST TOWARDS PATIENT SATISFACTION IN GENERATION MZ. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 8(3), 1244–1259.
Ngatindriatun, N., Alfarizi, M., & Arifian, R. (2024). Green hospital practices on patient’s satisfaction in Indonesian hospital: medical specialist department case investigation. Journal of Modelling in Management, 19(3), 899–924.
Palupi, H. S. N., & Brabo, N. A. (2025). The Influence Of Trust And Service Quality On Patient Loyalty With Satisfaction As A Mediating Variable: A Case Study Of Patients At Bogor Senior Hospital (BSH). Jurnal Ilmiah Multidisiplin, 4(03), 1–13.
Ramadhani, H. K., & Aldyandi, D. (2024). The Relationship Between The Level Of Knowledge Of Kiasu Culture And The Way Of View Of High School/Vocational School Students In The City Of Surabaya To Achieve Golden Indonesia. Medical Technology and Public Health Journal, 8(1), 55–61.
Ryandini, T. P., Safa’ah, N., & Pitaloka, D. (2022). THE EFFECT OF “REACH” COMMUNICATION (RESPECT, EMPATHY, AUDIBLE, CLARITY, HUMILITY) TOWARD THE CARING BEHAVIOR OF NURSES IN TUBAN. Lux Mensana: Journal of Scientific Health, 296–306.
Santoso, M., Widyarini, M., & Grahadian, K. (2025). THE INFLUENCE OF BRAND IMAGE AND PRICE ON PATIENTS’DECISIONS TO USE OUTPATIENT SERVICES AT GREEN HOSPITAL X. JAMBURA: Jurnal Ilmiah Manajemen Dan Bisnis, 7(3), 1455–1465.
Schumm, W. R., Pratt, K. K., Hartenstein, J. L., Jenkins, B. A., & Johnson, G. A. (2013). Determining statistical significance (alpha) and reporting statistical trends: Controversies, issues, and facts. Comprehensive Psychology, 2, 03-CP.
Sopiah, S., Kurniawan, D. T., Nora, E., & Narmaditya, B. S. (2020). Does talent management affect employee performance?: The moderating role of work engagement. The Journal of Asian Finance, Economics and Business, 7(7), 335–341.
Sumaedi, S., Yuda Bakti, I. G. M., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB) A new public healthcare patient satisfaction index. International Journal of Productivity and Performance Management, 65(1), 25–41.
Susilawati, Y., Widyarini, M., & Grahadian, K. (2024). Kompetensi Komunikasi dalam Hubungan antara Profesionalisme dan Kepuasan Kerja pada Perawat Milenial dan Generasi Z. Prospek: Jurnal Manajemen Dan Bisnis, 6(2).
Thomas, F. B. (2022). The role of purposive sampling technique as a tool for informal choices in a social Sciences in research methods. Just Agriculture, 2(5), 1–8.
Tjiptono, F. (2022). Service Management: Mewujudkan layanan prima edisi 4. Penerbit Andi.
Wilson, R., French, M., Hesselgreaves, H., Lowe, T., & Smith, M. (2024). New development: Relational public services—reform and research agenda. Public Money & Management, 44(6), 553–558.
Windasuri, H. (2017). Excellent Service. Gramedia Pustaka Utama.
Wu, T.-J., Zhang, R.-X., & Li, J.-M. (2024). How does emotional labor influence restaurant employees’ service quality during COVID-19? The roles of work fatigue and supervisor–subordinate Guanxi. International Journal of Contemporary Hospitality Management, 36(1), 136–154.
Published
2025-08-15
How to Cite
Lasol, Y., Widyarini, M., & Grahadian, K. (2025). THE INFLUENCE OF SERVICE QUALITY ON PATIENT SATISFACTION AT HATI KUDUS LANGGUR HOSPITAL. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 9(2), 2886-2899. https://doi.org/10.31955/mea.v9i2.5911
Section
Articles
Copyright (c) 2025 Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA)
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
