Patient Satisfaction on the Quality of Nursing Service in the Adult Inpatient Department in Pangkalpinang Bangka Belitung Island Hospital

Author : Muchtarul Fadhal

Abstract :Background: RSBT Pangkalpinang faces challenges in consistently meeting patient satisfaction expectations in its inpatient department, necessitating continuous evaluation and improvement of service quality. Methodology: Explanatory sequential mixed method design was implored having enrolled patients as 93 respondents for the survey questionnaire and 6 respondents for the semi-structured interview addressing phases 1 and 2. The triangulation of the results were done at phase 3. The Kruskal-Wallis test was done at phase 1 while a thematic analysis was done at phase 2. Ethical approval was acquired from the Pakalpinang Bangka Belitung Island hospital to collect data. Findings: There was a significant effectiveness of the quality of nursing service found among patients (p≤0.05). The Kruskal-Wallis test results indicate whether there are statistically significant differences in the service quality ratings across the various SERVQUAL dimensions. A p-value below 0.05 suggests that the observed differences in ratings are unlikely due to chance, prompting further analysis or action to improve specific service areas. The lived experiences explored were also significant.

Keywords :SERVQUAL, patient satisfaction, tangibility, reliability, responsiveness, assurance, empathy

Conference Name :International Conference on Nursing Care and General Nursing (ICNCGN - 25)

Conference Place Singapore, Singapore

Conference Date 4th Feb 2025