The Effects of Service Quality and Inpatient Facilities on Patient Satisfaction: Empirical Evidence from Arjawinangun Regional General Hospital
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Abstract
Increasing competition in the healthcare sector requires hospitals to provide service quality and facilities that meet patients’ expectations. Patient satisfaction reflects not only the success of healthcare delivery but also serves as an important indicator for maintaining loyalty and strengthening hospitals’ competitiveness. This study aims to analyze the effects of service quality and inpatient facilities on patient satisfaction at Arjawinangun Regional General Hospital (RSUD Arjawinangun), both individually and jointly. The study employed a quantitative approach and a survey of 96 inpatients selected through purposive sampling. Data were analyzed using multiple linear regression with IBM SPSS Statistics. The results show that service quality has a positive and significant effect on patient satisfaction (t = 9.260; p < 0.001), as do inpatient facilities (t = 3.020; p = 0.003). Jointly, the two variables significantly affect patient satisfaction (F = 73.408; p < 0.001), with a coefficient of determination of 61.2%. These findings indicate that improving the quality of service interactions and providing adequate facilities are strategic factors in enhancing patient satisfaction in public hospitals.
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