Patient Satisfaction with Nursing Services among Adult Inpatients at Pangkalpinang Hospital, Indonesia.
TL;DR
Improvements in nursing service quality should focus particularly on the SERVQUAL dimensions that demonstrated significant differences in patient perceptions, particularly reliability, responsiveness, assurance, and empathy.
Abstract
Background Patient satisfaction has become a key indicator of healthcare performance, encompassing not only clinical outcomes but also respectful treatment, effective communication, and adequate facilities. RSBT Pangkalpinang faces challenges in consistently meeting patients’ expectations regarding inpatient services, highlighting the need for continuous evaluation and improvement of service quality. This study aimed to assess patient satisfaction with nursing services and examine differences in patient perceptions across the five SERVQUAL dimensions at RSBT Pangkalpinang, Indonesia. Methods A quantitative cross-sectional design was employed involving 114 adult inpatients at RSBT Pangkalpinang, Bangka Belitung Islands, Indonesia . Participants were selected using purposive sampling based on predetermined inclusion criteria. Patient satisfaction was assessed using a modified SERVQUAL questionnaire consisting of five dimensions: tangibility, reliability, responsiveness, assurance, and empathy. One-way analysis of variance (ANOVA) was used to examine differences in patient satisfaction scores across the five SERVQUAL dimensions. Data were collected from 16 December 2024 to 15 March 2025. Findings The ANOVA results showed a significant difference in patient satisfaction scores across the SERVQUAL dimensions ( p < 0.05 ). Among the five dimensions, tangibility did not show a statistically significant difference (p = 0.052) , whereas reliability, responsiveness, assurance, and empathy showed statistically significant differences. These findings indicate variations in patients’ perceptions of nursing service quality across the SERVQUAL dimensions and highlight areas requiring further improvement. Conclusion There were significant differences in patient satisfaction scores across the SERVQUAL dimensions of nursing services at RSBT Pangkalpinang, Indonesia. Reliability, responsiveness, assurance, and empathy showed significant differences, whereas tangibility did not. These findings suggest that improvements in nursing service quality should focus particularly on the SERVQUAL dimensions that demonstrated significant differences in patient perceptions.