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Abstract
: The objective of this research is to determine the partial and simultaneous influence of physical environment conditions and service quality on the satisfaction of inpatients at Sanjiwani Gianyar Regional General Hospital. Research Design & Methods: This study employs a quantitative research design using a survey approach. The population consists of 8,872 inpatients at Sanjiwani Gianyar Regional General Hospital in 2022. The sample size was determined using the Slovin formula, resulting in 99 respondents, selected through purposive random sampling. Data analysis was conducted using multiple linear regression. Findings: The results show that physical environment conditions and service quality simultaneously have a positive and significant influence on inpatient satisfaction. Partially, both physical environment conditions and service quality also exert a positive and significant influence on inpatient satisfaction. Implications & Recommendations: The findings imply that hospital management should pay close attention to both the physical environment and service quality, as these factors significantly enhance patient satisfaction. Improving infrastructure, cleanliness, and comfort, as well as strengthening responsiveness, empathy, and reliability of health services, are recommended to increase overall patient satisfaction.
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References
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References
Arini, I. A., & Dewi, N. K. A. T. (2019). Pengaruh Kualitas Pelayanan dan Lingkungan Fisik Terhadap Kepuasan Pasien Pada Yayasan Peduli Kemanusiaan (YPK) Bali di Denpasar. Jurnal Manajemen Dan Bisnis Equilibrium, 5(1), 94–100. https://doi.org/10.47329/jurnal_mbe.v5i1.330
Asyadiah, A. R., Andini, R. V., Permana, I., Lindayani, L., Mubarok, T. M. S., & Setiawan, R. (2024). Analysis of Customer Loyalty Affected by E-Service Quality Trough Customer Satisfaction. Business Innovation and Entrepreneurship Journal, 6(1), 47–57. https://doi.org/10.35899/biej.v6i1.936
Azizah Setyawati, & Rissa Hanny. (2020). Pengaruh Lingkungan Fisik Dan Pelayanan Terhadap Kepuasan Pasien Upt Puskesmas Ciputat Timur Kota Tangerang Selatan. Jurnal Manajemen & Bisnis Kreatif, 5(2), 81–91. https://doi.org/10.36805/manajemen.v5i2.1032
Ghozali, I. (2021). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.2.9 Untuk Penelitian Empiris (3rd ed.). Universitas Diponegoro Semarang.
Hasan, A. (2008). Marketing. Media Utama.
Issalillah, F. (2020). THE ROLE OF E-SERVICE QUALITY TO CUSTOMER SATISFACTION AND LOYALTY. Center for Open Science. https://doi.org/10.31219/osf.io/csx3z
Marwa, R., & Astini, R. (2023). Influence of Service Quality, Price Perception and Quality of the Customer Experience Customer Loyalty with Customer Satisfaction as a Variable Intervening. Saudi Journal of Business and Management Studies, 8(08), 202–214. https://doi.org/10.36348/sjbms.2023.v08i08.004
Nur, R., & Simanjorang, A. (2020). RAWAT INAP DI RUMAH SAKIT IZZA KARAWANG The Effect Of Quality Of Service On Inpatient Satisfaction At Izza Karawang Hospital. 6(2), 1097–1112.
Pohan, I. S. (2015). Jaminan Mutu Pelayanan Kesehatan. EGC.
Rakhman, F., Devi Fitriani, A., & Jamaluddin, J. (2022). Pengaruh Lingkungan Fisik Ruang Rawat Inap Kelas Iii Terhadap Kepuasan Pasien Di Rsud Tgk Chik Di Tiro Sigli. Jurnal Kesehatan Kusuma Husada, 13(1), 93–100. https://doi.org/10.34035/jk.v13i1.801
Romansyah, M. (2019). Analisis Korelasi Karbon Monoksida (CO) dan Particullate Metter (PM) dengan Kendaraan Bermotor dan Faktor yang Berhubungan. Jurnal Ekonomi Volume 18, Nomor 1 Maret201, 2(1), 41–49.
Sari, Y. P., & Irda. (2022). Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Kepuasan Pasien Rawat Inap di Rumah Sakit Bhakti Kesehatan Masyarakat Painan. Universitas Bung Hatta, 2–3.
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. CV. Alfabeta.
Sulistiawati, M., Zulkarnaini, Z., & Zahtamal, Z. (2018). Pengaruh Kondisi Kesehatan Lingkungan Terhadap Kepuasan dan Jumlah Kunjungan Pasien di Puskesmas Kota Pekanbaru. Dinamika Lingkungan Indonesia, 5(1), 57. https://doi.org/10.31258/dli.5.1.p.57-62
Sunyoto, D. (2015). Strategi Pemasaran. Center for Academic Publishing Service (CAPS).
Tjiptono, F. (2012). Manajemen Jasa. Andi Offset.
Wahyuni, K. I., Son, N. M., & Anindita, P. R. (2021). Analisis Tingkat Kepuasan Pasien Rawat Inap BPJS (Badan Penyelenggara Jaminan Sosial) Terhadap Pelayanan Kefarmasian Di Rs X Sidoarjo. Parapemikir: Jurnal Ilmiah Farmasi, 10(1), 51–59. https://doi.org/10.30591/pjif.v
Wijayanthi, N. P. P. A., Widyagoca, I. G. P. A., Sumerta, I. K., & Utami, N. P. L. (2021). Pengaruh Kualitas Pelayanan, Fasilitas Fisik, Dan Kepercayaan Terhadap Kepuasan Konsumen Pada Taman Surgawi Resort dan Spa Di Kabupaten Karangasem. Jurnal Sains Sosio Humaniora, 5(1), 376–387. https://doi.org/10.22437/jssh.v5i1.14150