The Analysis of Factors in Increasing Patient Satisfaction in Hospital
- DOI
- 10.2991/aebmr.k.210507.035How to use a DOI?
- Keywords
- Quality of Service, Infrastructure, Facilities, Employee Behavior
- Abstract
Patient satisfaction is the main thing that must be fulfilled in conducting treatment at the hospital. Factors that affect the level of patient satisfaction include the availability of adequate infrastructure, facilities, and information technology, including the availability of space and supporting tools related to medical or information system services. In addition, the behavioral factors of medical and non-medical personnel also greatly determine the level of patient satisfaction, especially those who are currently consuming street drugs that need special attention from the hospital’s management. The samples in this study are 116 respondents living in Depok. The statistical method used in this study is the Structural Equation Modeling (SEM). The results of the study are: (1) There is no relationship between hospital infrastructure and the quality of service; (2) There is a relationship between the behavior of hospital medical and non-medical officers and the quality of service; (3) There is a relationship between hospital information technology and facilities on the quality of service; and (4) Cost is not a driving factor in choosing the hospital’s infrastructure to increase the quality of service.
- Copyright
- © 2021, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Endang Etty Merawati AU - Derriawan Derriawan AU - Edy Supriyadi PY - 2021 DA - 2021/05/09 TI - The Analysis of Factors in Increasing Patient Satisfaction in Hospital BT - Proceedings of the Ninth International Conference on Entrepreneurship and Business Management (ICEBM 2020) PB - Atlantis Press SP - 233 EP - 239 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.210507.035 DO - 10.2991/aebmr.k.210507.035 ID - Merawati2021 ER -