Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pasien di Rumah Sakit: Literature Review

Innes Dewi Noviany Bambela, Nauri Anggita Temesvari


Patient satisfaction is an important thing that must be maintained in the hospital. Intense competition from all hospitals to shape patient satisfaction in the era of globalization depends on the quality of services provided. The purpose of this study was to measure the effect of service quality on patient satisfaction in hospitals based on tangible, reliability, responsiveness, assurance, and empathy dimensions. This study used the literature review method with the topic of patient satisfaction. As for the 126 articles recorded, then 27 articles were selected that match the research criteria. The results showed the tangible dimension (23 articles), the dimensions of reliability, responsiveness, and empathy (22 articles) and the assurance dimension (20 articles which stated that there was an effect on patient satisfaction. Simultaneously, the magnitude of the effect of the service quality dimension was more than 50% on patient satisfaction.


patient satisfaction; quality; hospitals


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