Evaluation of Patient and Healthcare Workers Satisfaction as Indicators of Hospital Service System Quality (Case Study: dr. Sadikin District General Hospital, Pariaman City)

Sabilla, Vania, Aura (2026) Evaluation of Patient and Healthcare Workers Satisfaction as Indicators of Hospital Service System Quality (Case Study: dr. Sadikin District General Hospital, Pariaman City). S1 thesis, Universitas Andalas.

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Abstract

Improving service quality is fundamental for any institution that produces products or services, including hospitals. dr. Sadikin District General Hospital is a class D hospital located in Pariaman City that is facing various challenges in terms of service quality. These challenges come from various aspects, both in terms of patient satisfaction and healthcare worker satisfaction with the services they receive from hospital management to improve their work performance. There are various complaints received by the hospital from patients and healthcare workers, both in terms of facilities such as cleanliness and comfort, and in terms of operational support that is not yet fully adequate. Based on this, this research was conducted to analyze the level of satisfaction from the perspective of patients and healthcare personnel to identify priority aspects that need improvement. Service quality measurement was carried out using the SERVQUAL dimension to assess the perceptions and expectations of patients and healthcare workers. The results of this gap analysis were then mapped using Importance Performance Analysis (IPA) to determine service improvement priorities. After that, a fishbone diagram was used to analyze the causes of the problems. Several major complaints will be discussed further through open-ended questions and analyzed using thematic analysis. Recommendations for improvements will be provided for various complaints using Quality Function Deployment (QFD). Based on the calculation of satisfaction levels from the patient's perspective of the five dimensions, namely tangible, reliability, responsiveness, assurance, and empathy, there is one dimension whose satisfaction level is in the moderately satisfied category, namely the reliability dimension. In addition, the average scores for all other dimensions indicate the satisfied category. Meanwhile, based on the perceptions of healthcare workers, there is one dimension whose satisfaction level falls into the dissatisfied category, namely assurance. In addition, the average scores for all other dimensions indicate the moderately satisfied category. Based on the calculation of the gap between perception and expectation using the SERVQUAL method, the results show that all attribute gaps are negative from the patient's perspective. Meanwhile, from the healthcare worker's perspective, only two attributes are not negative, which are attributes T4 and E1. These negative gaps indicate that the quality of hospital services has not met the expectations of patients or healthcare workers at the hospital. Furthermore, the priority attributes for improvement obtained using the IPA method were three attributes from the patient's perspective and two attributes from the healthcare worker's perspective. Improvement solutions were obtained using the QFD method and were the solutions to the problems found in the analysis using the fishbone diagram method, supported by thematic data analysis. There were eight solutions from the patient's perspective and three solutions from the healthcare worker's perspective.

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