THE EFFECT OF HEALTHCARE SERVICE QUALITY ON PATIENTS’ INTENTION TO REVISIT SITI HAJAR ISLAMIC HOSPITAL, MATARAM

Laras Azzahra Nuraeni; Fathurrahman; Muhammad Habibullah Aminy; Slamet Mardiyanto Rahayu; Lale Ajeng Khalifatun Wardani; Wahyu Aprilyaningsih

Authors

Laras Azzahra Nuraeni Akademi Administrasi Rumah Sakit Mataram
Fathurrahman Universitas Islam Al-Azhar
Muhammad Habibullah Aminy Universitas Islam Al-Azhar
Slamet Mardiyanto Rahayu Universitas Islam Al-Azhar
Lale Ajeng Khalifatun Wardani Universitas Islam Al-Azhar
Wahyu Aprilyaningsih Universitas Sebelas Maret

Keywords:

Healthcare Service Quality, Patient Satisfaction, Inpatient Services, Hospital

Abstract

Patient satisfaction is an important indicator of healthcare service quality and hospital performance. This study aimed to determine the relationship between the quality of inpatient staff services and patient satisfaction at Siti Hajar Islamic Hospital, Mataram. An analytic observational study with a cross-sectional design was conducted from February to May 2026. The study involved 50 inpatient respondents selected using the Lemeshow sample size formula. Data were collected through structured questionnaires and direct observation. Univariate analysis was used to describe the distribution of service quality and patient satisfaction, while bivariate analysis was performed using Kendall’s Tau correlation test with a significance level of 0.05. The results showed that 100% of respondents assessed the quality of inpatient staff services as very good, while 100% of respondents reported being very satisfied with the services received. Kendall’s Tau analysis demonstrated a statistically significant positive relationship between service quality and patient satisfaction, with a correlation coefficient of 0.381 and a significance value of 0.016 (p < 0.05). These findings indicate that better perceived inpatient service quality is associated with higher patient satisfaction. Therefore, maintaining and continuously improving service quality, particularly in terms of reliability, responsiveness, assurance, empathy, and tangibles, is important for sustaining high levels of patient satisfaction at Siti Hajar Islamic Hospital, Mataram.

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