A Comparative Analysis of Perceived Service Quality and Patient Satisfaction between Muhammadiyah Gamping and Yogyakarta Hospitals

Ahmad Aulia Ghufron, Susanto


Masters Program in Hospital Management, Universitas Muhammadiyah Yogyakarta



Background: Fast growth of hospitals has resulted in intense competition, which demands competitive patient products and trust. Quality services become the key of survival. Muhammadiyah Yogyakarta and Gamping Hospital are pri­vate referal hospitals that collaborate with the managing body of the national health insurance (BPJS). Each hospital is expected to deliver quality and satis­fac­to­ry health services. Hospitals that fail to satisfy customers will face problem due to bad reputation. This study aimed to compare perceived service quality and pa­ti­ent satisfaction between Muhammadiyah Gamping and Yogyakarta Hospitals.

Subjects and Method: This was a cross sectional study conducted in hemo­dia­ly­sis unit at Muhammadiyah Gamping and Yogyakarta hospitals, Yogyakarta, in February 2018. A sample of 160 patients who were enrolled in national health in­su­­rance (JKN) was selected for this study, consisting 80 patients in Muham­ma­di­yah Gamping hospital and 80 patients in Muhammadiyah Yogyakarta hospitals. The dependent variables were perceived quality of health service and patient satis­fation. The perceived quality of health service was measured by SERVQUAL com­prising 5 dimensions: reliability, tangible, assurance, responsiveness, and empathy. The independent variable was hospital (Muhammadiyah Gamping ver­sus Yogyakarta). The data were collected by questionnaire. Difference in means bet­ween two hospitals were tested by t-test. Difference in percents between two hos­pitals were tested by chi square.

Results: Percent of patients satisfied was lower in Gamping (55, 68.8%) than that in Yogyakarta (72, 90.0%) and it was statistically significant. However, sco­res in tangible and responsiveness dimensions were higher in Gamping than Yog­ya­karta. Scores in reliability, assurances, and empathy, were comparable between Gamping and Yogyakarta.

Conclusion: Percent of patients satisfied is lower in Gamping than in Yog­ya­karta.

Keywords: satisfaction, national health insurance, hospital, patients

Correspondence: Ahmad Aulia Ghufron. Masters Program in Hospital Management, Universitas Muhammadiyah Yogyakarta, Jl. Lingkar Selatan, Tamantirto, Kasihan, Bantul, Yogyakarta, Email: alghufron7891@yahoo.com. Mobile: 085714887891

DOI: https://doi.org/10.26911/theicph.2018.04.19

Share this :

View PDF