The effect of service quality, facilities, atmosphere, and short waiting time on hemodialysis patient satisfaction
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Abstract
The purpose of this study is to examine the impact of service quality, facilities, atmosphere, and wait time management on the satisfaction of hemodialysis patients at XYZ Hospital in Tangerang City. This is a quantitative study with a cross- sectional design and the sampling method used is census. Empirical data obtained from May to June 2024 through online questionnaires with 152 hemodialysis patients who had been receiving treatment for at least one year. The data were processed and analyzed using the Structural Equation Modeling (SEM) method with the Partial Least Square (PLS) path, higher-order construct, the disjoint two- stage approach using the SmartPLS 4 program.The study results indicate that all four tested factors, namely service quality, facilities, atmosphere, and short waiting time, have a positive on patient satisfaction
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How to Cite
Hermanto, A. (2024). The effect of service quality, facilities, atmosphere, and short waiting time on hemodialysis patient satisfaction. Enrichment : Journal of Management, 14(3), 466-475. https://doi.org/10.35335/enrichment.v14i3.1988
References
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Grifka, A., Dorris, J., Marshall-Aiyelawo, K., Gliner, M., & Frazier, C. (2022). Patient Experience and Hospital Environment Measures at Military Treatment Facilities. Journal of Healthcare Management, 67(1), 38–53. https://doi.org/10.1097/JHM-D-20-00316
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Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). In Pearson Education.
Le, P., & Fitzgerald, G. (2017). Applying the SERVPERF scale to evaluate quality of care in two public Hospitals at Khanh Hoa province, Vietnam. Asian Pacific Journal of Health Sciences, 9(2), 66–76.
Mehra, P. (2016). Outpatient clinic waiting time, provider communication styles and satisfaction with healthcare in India. International Journal of Health Care Quality Assurance, 29(7), 759–777. https://doi.org/10.1108/IJHCQA-02-2016-0017
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Shaw, T., Metras, J., Ting, Z. A. L., Courtney, E., Li, S. T., & Ngeow, J. (2018). Impact of Appointment Waiting Time on Attendance Rates at a Clinical Cancer Genetics Service. Journal of Genetic Counseling, 27(6), 1473–1481. https://doi.org/10.1007/s10897-018-0259-z
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Tanniru, M., & Khuntia, J. (2017). Dimensions of Patient Experience and Overall Satisfaction in Emergency Departments. Journal of Patient Experience, 4(3), 95–100. https://doi.org/10.1177/2374373517692914
Taufiq, M., Samsualam, & Surahman Batara, A. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Kepercayaan Pasien Rawat Inap di Rumah Sakit Umum Daerah Andi Makkassar Parepare. Journal of Muslim Community Health (JMCH) 2022, 3(1), 83–92. https://doi.org/10.52103/jmch.v3i1.671JournalHomepage:https://pasca-umi.ac.id/index.php/jmch/about
Tiwa, C., Soegoto, A. S., & Lengkong, V. P. K. (2018). Analisis Kualitas Produk, Suasana, Dan Kualitas Jasa Layanan Terhadap Kepuasan Pasien (Studi Pada Puskesmas Bengkol Manado). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(4), 2208–2217.
Yew, K. L. (2020). Impact of Wait Times, Perception of Care and Environment on Patient Satisfaction at Infusion Centers and Dialysis Centers.
Yunike, Y., Tyarini, I. A., Evie, S., Hasni, H., Suswinarto, D. Y., & Suprapto, S. (2023). Quality of Health Services to the Level of Patient Satisfaction. Jurnal Ilmiah Kesehatan Sandi Husada, 12(1), 183–189. https://doi.org/10.35816/jiskh.v12i1.990
Zhang, H., Ma, W. M., Zhu, J. J., Wang, L., Guo, Z. J., & Chen, X. T. (2023). How to adjust the expected waiting time to improve patient’s satisfaction? BMC Health Services Research, 23(1). https://doi.org/10.1186/s12913-023-09385-9
Bleustein, C., Rothschild, D. B., Valen, A., Valatis, E., Schweitzer, L., & Jones, R. (2014). Wait times, patient satisfaction scores, and the perception of care. The American Journal of Managed Care, 20(5), 393–400. https://pubmed.ncbi.nlm.nih.gov/25181568/
Danty, K. R. (2020). The Influence of Human Resources, Facilities and Infrastructure To Hemodialization Patient Satisfaction in Bhayangkara Hospital TK. 1 Raden Said Soekanto Jakarta. AFEBI Management and Business Review, 4(02), 140. https://doi.org/10.47312/ambr.v4i02.277
Firda, A. (2023). the Positive Impact of Service Quality, Location, and Situation on Patients’Satisfaction in Hospital. Jurnal Ekonomi. https://ejournal.seaninstitute.or.id/index.php/Ekonomi/article/view/3048%0Ahttps://ejournal.seaninstitute.or.id/index.php/Ekonomi/article/download/3048/2387
García-Corchero, J. D., & Jiménez-Rubio, D. (2022). Waiting times in healthcare: equal treatment for equal need? International Journal for Equity in Health, 21(1). https://doi.org/10.1186/s12939-022-01799-x
Grifka, A., Dorris, J., Marshall-Aiyelawo, K., Gliner, M., & Frazier, C. (2022). Patient Experience and Hospital Environment Measures at Military Treatment Facilities. Journal of Healthcare Management, 67(1), 38–53. https://doi.org/10.1097/JHM-D-20-00316
Hamidah, *, Siregar, S., Siregar, H. S., & Lubis, Y. (2023). The Influence of Hospital Facilities and Services on Patient Satisfaction with Hospital Image as an Intervening Variable at Haji Abdul Manan Simatupang General Hospital. Jurnal Bintang Manajemen (JUBIMA), 1(3), 97–112. https://doi.org/
Hartanti, L. K., & Antonio, F. (2022). the Effect of Service Quality Dimensions on Hemodialysis Patient Satisfaction in Indonesia. Indonesian Journal of Health Administration, 10(1), 50–59. https://doi.org/10.20473/jaki.v10i1.2022.50-59
Helmy, N. H., Hussein, A., Kamal, M., Minshawy, O. El, & Wahsh, E. A. (2022). Hemodialysis patients’ satisfaction with dialysis care: a cross-sectional prospective study conducted in a non-profitable care facility, Minia Egypt. BMC Nephrology, 23(1). https://doi.org/10.1186/s12882-022-03010-3
Kotler, P., & Keller, K. L. (2016). Marketing management (15th ed.). In Pearson Education.
Le, P., & Fitzgerald, G. (2017). Applying the SERVPERF scale to evaluate quality of care in two public Hospitals at Khanh Hoa province, Vietnam. Asian Pacific Journal of Health Sciences, 9(2), 66–76.
Mehra, P. (2016). Outpatient clinic waiting time, provider communication styles and satisfaction with healthcare in India. International Journal of Health Care Quality Assurance, 29(7), 759–777. https://doi.org/10.1108/IJHCQA-02-2016-0017
National Kidney Foundation. (2024, April 26). Hemodialysis. https://www.kidney.org/kidney-topics/hemodialysis
Nuairi, A. Al, Bermamet, H., Abdulla, H., Simsekler, M. C. E., Anwar, S., & Lentine, K. L. (2022). Identifying Patient Satisfaction Determinants in Hemodialysis Settings: A Systematic Review. Risk Management and Healthcare Policy, 15, 1843–1857. https://doi.org/10.2147/RMHP.S372094
Rizany, I. (2021). The Relationship between Waiting Time and Patient Satisfaction in The Outpatient of Public Hospital in Banjarbaru. IJNP (Indonesian Journal of Nursing Practices), 5(1), 60–66. https://doi.org/10.18196/ijnp.v5i1.10275
Septiawan, Z., Girsang, E., & Ramadhani Nasution, S. L. (2023). Analysis of the Perception of Service Quality to Patient Satisfaction in the Royal Prima Hospital Inpatient Room in 2019. International Journal of Research and Review, 10(7), 572–584. https://doi.org/10.52403/ijrr.20230768
Shaw, T., Metras, J., Ting, Z. A. L., Courtney, E., Li, S. T., & Ngeow, J. (2018). Impact of Appointment Waiting Time on Attendance Rates at a Clinical Cancer Genetics Service. Journal of Genetic Counseling, 27(6), 1473–1481. https://doi.org/10.1007/s10897-018-0259-z
Sugiyono. (2011). Metode penelitian kombinasi (mixed methods). In Bandung : Alfabeta.
Susilo, R., Bernarto, I., & Purwanto, A. (2020). Effect of trust, value and atmosphere towards patient satisfaction (Case study on preama clay of wae laku, indonesia). International Journal of Advanced Science and Technology, 29(3), 6716–6723.
Tanniru, M., & Khuntia, J. (2017). Dimensions of Patient Experience and Overall Satisfaction in Emergency Departments. Journal of Patient Experience, 4(3), 95–100. https://doi.org/10.1177/2374373517692914
Taufiq, M., Samsualam, & Surahman Batara, A. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan Kepercayaan Pasien Rawat Inap di Rumah Sakit Umum Daerah Andi Makkassar Parepare. Journal of Muslim Community Health (JMCH) 2022, 3(1), 83–92. https://doi.org/10.52103/jmch.v3i1.671JournalHomepage:https://pasca-umi.ac.id/index.php/jmch/about
Tiwa, C., Soegoto, A. S., & Lengkong, V. P. K. (2018). Analisis Kualitas Produk, Suasana, Dan Kualitas Jasa Layanan Terhadap Kepuasan Pasien (Studi Pada Puskesmas Bengkol Manado). Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi, 6(4), 2208–2217.
Yew, K. L. (2020). Impact of Wait Times, Perception of Care and Environment on Patient Satisfaction at Infusion Centers and Dialysis Centers.
Yunike, Y., Tyarini, I. A., Evie, S., Hasni, H., Suswinarto, D. Y., & Suprapto, S. (2023). Quality of Health Services to the Level of Patient Satisfaction. Jurnal Ilmiah Kesehatan Sandi Husada, 12(1), 183–189. https://doi.org/10.35816/jiskh.v12i1.990
Zhang, H., Ma, W. M., Zhu, J. J., Wang, L., Guo, Z. J., & Chen, X. T. (2023). How to adjust the expected waiting time to improve patient’s satisfaction? BMC Health Services Research, 23(1). https://doi.org/10.1186/s12913-023-09385-9