ANALISIS PENGARUH PELAYANAN ADMINISTRASI TERHADAP KEPUASAN PASIEN DI RSUD I LAGALIGO KEC. WOTU, KAB. LUWU TIMUR
DOI:
https://doi.org/10.62354/jurnalmedicare.v5i3.380Abstract
Hospital administrative services are a critical component influencing patients’ perceptions of overall healthcare service quality. Inefficient administrative processes, such as long waiting times, inadequate clarity of information, suboptimal staff behavior, and insufficient facilities and physical environments, may reduce patient satisfaction. RSUD I Lagaligo, as a referral hospital in East Luwu Regency, continues to face challenges in improving the quality of administrative services, particularly during the patient registration stage. This study aims to analyze the effects of waiting time, information clarity, administrative staff behavior, as well as facilities and physical environment on patient satisfaction at RSUD I Lagaligo, Wotu District. The study employed a quantitative approach with a cross-sectional design, collecting data through questionnaires distributed to patients who received administrative services and analyzing the data using multiple linear regression. The results indicate that all independent variables significantly affect patient satisfaction (p < 0.05), with administrative staff behavior emerging as the most dominant factor. Simultaneously, these variables make a meaningful contribution to explaining variations in patient satisfaction. Therefore, it is recommended that hospital management enhance administrative efficiency, improve staff behavior and communication quality, and upgrade service facilities and the physical environment to increase patient satisfaction.
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Keywords:
administrative registration services, patient satisfaction, physical facilities and environment, waiting timeReferences
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