Medical staff services quality to patients satisfaction based on SERVQUAL dimensions

Hospital service quality was a degree of discrepancy between patients’perceptions and their expectations about hospitalsservices. Service qualitywhich was provided by medical staff emphasizes the actual hospital serviceprocess.In the hospital, patients’ satisfaction could be widely used todetermine hospital service quality. The purpose of this study was to analyzethe influence of medical staff services quality on patients satisfaction basedon SERVQUAL dimensions. This study used an analytic observationaldesign withCross-sectionalapproach. There were 314 respondents takenfrom inpatients hospital admission using simple random sampling. Based onregression analysis results, five dimensions of health services quality affectpatients’ level of satisfaction and obtained theequation ofY=0.026+0.226X1+0.332X2+0.1X3+0.075X4+0.235X5, this explainedthatpatients’ satisfaction was affected by all dimensions of health service quality(RATER) simultaneously. However, different values will be obtained if alldimensions were measured separately, range from 10% to 33.2%.It could beconcluded that patients’satisfactionwereinfluenced by the quality ofmedical staff services through its five components: reliability, assurance,tangible, empathy and responsiveness