The Impact of Public Service Performance and Service Quality on Patient Satisfaction: A Study of Batara Siang Hospital in South Sulawesi, Indonesia

Abstract

Patient satisfaction is one of the important indicators used to assess the quality of hospital services. The level of patient satisfaction is influenced by several aspects of healthcare services, particularly public service performance and service quality received during the healthcare process. Fast, responsive, and patient-oriented services can improve patients’ experiences with hospital services. This study aimed to analyze the influence of public service performance and service quality on patient satisfaction at Batara Siang Hospital, Pangkep, South Sulawesi.

This study employed a quantitative approach with a cross-sectional design. The population consisted of patients at Batara Siang Hospital, Pangkep, South Sulawesi. A total of 100 respondents were selected using the simple random sampling technique. Data were collected through questionnaires using a Likert scale and analyzed using IBM SPSS Statistics version 31 through univariate analysis, bivariate analysis using the Chi-Square test, and multivariate analysis using multiple linear regression.

The results showed that public service performance had a significant effect on patient satisfaction with a t-value of 3.097 and a significance value of 0.003 < 0.05. Service quality also had a significant effect on patient satisfaction with a t-value of 7.931 and a significance value of 0.000 < 0.05. Simultaneously, both independent variables significantly influenced patient satisfaction with an F-value of 102.337 and a significance value of 0.000 < 0.05. The coefficient of determination (R Square) value of 0.678 indicated that 67.8% of the variation in patient satisfaction could be explained by public service performance and service quality, while the remaining 32.2% was influenced by other factors outside this study. Service quality was identified as the most dominant factor affecting patient satisfaction.

This study concludes that public service performance and service quality significantly influence patient satisfaction at Batara Siang Hospital, Pangkep, South Sulawesi. Therefore, improving service quality and the overall quality of healthcare delivery is necessary to enhance patient satisfaction with hospital services.