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Impact of Service Quality Dimensions on Non-BPJS Patient Satisfaction at Dental and Oral Hospital
(1) Master Program in Hospital Administration, Faculty of Medicine, Muhammadiyah University of Surabaya, Surabaya, East Java, Indonesia
(2) Faculty of Medicine, Muhammadiyah of Surabaya, Surabaya, East Java, Indonesia
(3) Faculty of Medicine, Muhammadiyah of Surabaya, Surabaya, East Java, Indonesia
(*) Corresponding Author
Abstract
Background: This study examines the effect of service quality dimensions on the satisfaction of non-BPJS patients at Dental and Oral Hospital. The aim was to identify which dimensions tangibles, reliability, responsiveness, assurance, and empathy significantly impacted patient satisfaction. A quantitative approach with a cross-sectional design was used, collecting data from 100 non-BPJS patients in July 2025.
Objective: This study aimed to analyze the effect of service quality dimensions tangibles, reliability, responsiveness, assurance, and empathy on the satisfaction of non-BPJS patients at Dental and Oral Hospital. The research revealed that tangibles and empathy significantly impacted patient satisfaction, while the other dimensions did not.
Methods: A cross-sectional design was used, collecting data from 100 non-BPJS patients who received outpatient services at RSGM in July 2025. The service quality dimensions were assessed using a 5-point Likert scale questionnaire, and logistic regression analysis was performed.
Results: Tangibles and empathy significantly influenced patient satisfaction, while reliability, responsiveness, and assurance did not. Education level did not significantly affect satisfaction.
Conclusion: Improving physical facilities and enhancing medical staff empathy are key to boosting patient satisfaction and loyalty at RSGM.Keywords
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DOI: https://doi.org/10.26714/magnamed.13.2.2026.79-89
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