Patient Satisfaction Analysis Reviewed from the Factors of Service Quality, Service Procedures and Rates at the Inpatient Installation of Nganjuk Regional Hospital

Abstract

Patient satisfaction is an important indicator of hospital service quality. Data from Nganjuk Regional General Hospital indicated a decline in inpatient visits in 2025, an increase in patient complaints, and relatively low scores for several service elements, particularly service completion time, facilities, and staff behavior. This study aimed to analyze the effects of service quality, service procedures, and tariffs or healthcare financing on inpatient satisfaction. This quantitative study used an observational cross-sectional design. The population consisted of 195 inpatients, and 132 respondents were selected through proportional stratified random sampling based on inpatient class. Data were collected using a Likert-scale questionnaire and analyzed using descriptive statistics, Pearson correlation, and multiple linear regression. The mean scores were 3.959 for service quality, 4.054 for service procedures, 3.964 for tariffs or financing, and 3.951 for patient satisfaction. Service quality had a positive and significant effect on patient satisfaction (B=0.629; β=0.527; p<0.001). Service procedures also had a positive and significant effect (B=0.245; β=0.225; p=0.001), as did tariffs or financing (B=0.161; β=0.150; p=0.022). The overall regression model was significant (F=43.563; p<0.001), with R²=0.505. MService quality was the dominant factor because it had the largest standardized beta coefficient. Improving inpatient satisfaction should prioritize physical facilities, procedural consistency, staff communication, and transparent financing information for both self-paying and national health insurance patients.