创新服务质量提高患者满意度

Indonesian Journal of Innovation Studies Pub Date : 2024-06-12 DOI:10.21070/ijins.v25i4.1182

Muhammad Zaqqi Zamroni Firdaus, A. S. Cahyana

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引用次数: 0

摘要

本研究使用结构方程模型（SEM）对 108 名受访者的数据进行分析，探讨影响 XYZ 医院服务质量、患者满意度和忠诚度的因素。结果表明，医患互动对服务质量（载荷系数 0.732）、满意度（0.692）和忠诚度（0.758）至关重要。建议包括改善排队管理，提出基于网络的系统以提高效率。未来的研究可以扩大服务质量变量，以进行更广泛的影响评估。亮点：主要发现：医生互动对患者忠诚度和满意度有很大影响。建议：实施基于网络的排队管理，改善医疗服务。未来研究：扩大服务质量变量，以进行更广泛的患者评估。关键词：服务质量、患者满意度、忠诚度、结构方程模型（SEM）、排队管理

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Innovative Service Quality Boosts Patient Satisfaction

This study examines factors affecting service quality, patient satisfaction, and loyalty at Puskesmas XYZ, using Structural Equation Modeling (SEM) on data from 108 respondents. The results pinpoint doctor-patient interaction as crucial for service quality (loading factor 0.732), satisfaction (0.692), and loyalty (0.758). Suggestions include improving queue management, proposing a web-based system for efficiency. Future research can expand service quality variables for broader impact assessment. Highlight: Key Findings: Doctor interaction highly impacts patient loyalty and satisfaction. Recommendation: Implement web-based queue management for improved healthcare service. Future Research: Expand service quality variables for a broader patient assessment. Keyword: Service Quality, Patient Satisfaction, Loyalty, Structural Equation Modeling (SEM), Queue Management

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Indonesian Journal of Innovation Studies

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