Clients Satisfaction on Quality of Services in a Hospital Setting in Indonesia

This study identified the relationship between qualities of hospital service with clients’ satisfaction. The study was conducted in April to June 2017 using a quantitative descriptive-correlational research design. Of the 100 respondents, the hospital service was said to be in good (36.7%) and very good (63.3%) quality with a p value of 0.037 (<α 0.05). There was a significant relationship between quality service and patient satisfaction (OR 2.591). The 5 dimensions of client service such as reliability, responsiveness, assurance, empathy, and appearance were significant (p <0.05) and was correlated with quality of hospital services (r=0.973).

Keywords: Client satisfaction; Hospital management; Indonesia, Nursing.