The Analysis of Inpatients Satisfaction on Service Quality At Yogyakarta Respira Hospital

Dahyanto Dahyanto, Fitri Arofiati


Health service quality is the level of perfection of health services that are organized in accordance with the code of ethics and service standards, so as to give satisfaction for each patient. This study aims to analyze the satisfaction of inpatients in the disease section at Respira Yogyakarta Hospital. Method: Mix-method research with a case study design. The quantitative samples are questionnaires (March - April 2017, n = 9). And the qualitative samples are lung specialists, nurses, nutritionists and people who are involved in patient satisfaction (n = 30) taken using purposive sampling technique. Results: Input: Inpatients at RS Respira Yogyakarta are satisfied. This hospital plays a role in the quality of health services. One of its ways is to provide the amount of equipment in Inpatient Installation according to the needs of patients, both in terms of its quality and quantity. Process: Development of patient satisfaction has involved the health service quality team. Obstacles are still in the way in fulfilling patient satisfaction including non-routine satisfaction surveys, uneven knowledge, lack of ownership, low of professionalism, evaluation of patient satisfaction is not done routinely. Output: Patients feel satisfied with the service at Respira Yogyakarta Hospital. Conclusions: The result of this research is that inpatients at Respira Yogyakarta Hospital are satisfied.


Patient Satisfaction; Service Quality; COPD

Full Text:



Hafizurrachman, 2004. Multidisciplinary and Multinational Perspectives Service Quality, Lexington Books.

Yuwono. 2003. Factors that allow dental caries to occur Semarang State 15 High School. Jakarta: EGC.

Yamit, Z. 2002. Quality Management of Products and Services. First Edition. Yogyakarta: Ekonisia UII Faculty of Economics Campus.

Wijono. 2008. Hospital Quality Management and Patient Satisfaction Principles and Practices. Surabaya: CV Duta Prima Airlangga. Use Theorema Bayes ". Essay. Yogyakarta: Faculty of Science and Technology. Sunan Kalijaga State Islamic University.

Wahyuni D. Relationship between Service Quality and Satisfaction of Outpatients in Puskesmas Tepus 1 Gunung Kidul District Thesis. Ahmad Dahlan University;

Price, Sylvia A, 2008. Pathophysiology of the Clinical Concept of Disease Processes 6. EGC Medical Book Publishers.

Pohan, 2003. Quality Assurance of Health Services. Kesaint Blane: Bekasi

Muninjaya, A.A. Gde. (2004) Health Management. Jakarta: EGC Medicine Book.

Supranto, J. 2000. Theory Statistic and aplication. Jilid 1 Edision 6. Erlanggga: Jakarta.

Gunarsa, Singgih. 2008. Care Psychology. Jakarta: Gunung Mulia

Trisnantoro, L., 2004. Changes in the Management System and Excellent Services, Workshop on the Use of Economic Pharmaco Concepts for Excellent Services in the Drug Sector. Gadjah Mada University. Yogyakarta

Gunarsa, Singgih. 2008. Care Psychology. Jakarta: Gunung Mulia

Lumenta, Benjamin 1989. Patient, Image, Role and Behavior, Review of Social Phenomena. Kanisius, Yogyakarta

Wike Diah, 2009 Patient Satisfaction Inpatient Services Nurse at Tugurejo Hospital Semarang

Widia Susanti, 2008, Financing system and other influencing factors patient satisfaction in dental and oral health services at DR. Moewardi Surakarta

Azwar 1998. Introduction to Administration, Second Edition, Aksara Binarupa Publisher, Jakarta

Anjaryani, WD. 2009. Patient Satisfaction Inpatient Services Nurse at Tugurejo Hospital Semarang

Calisir, F., C.A. Gumussoy, A.E. Bayraktaroglu and B. Kaya. 2012. Effects of Service Quality Dimensions on Customer Satisfaction and Return Intention in Different Hospital Types. Proceedings of the 2012 International Conference on Industrial Engineering and Operations Management, pp. 518 – 522

Solichah Supartiningsih, 2017, Journal of Medicoeticolegal and Hospital Management, Vol 6 No. 1, Quality of Service and Hospital Patient Satisfaction Cases in Outpatients

Syaifullah, 2010, The Analysis System Queue to Increase Efectiveness of Services in Hospitals Islam Ibnu Sina Pekan Baru, Thesis, Riau

Aulia Nur Hidayati, 2014, Analysis of the Relationship between Patient Characteristics and Semarang Eye Center (SEC) Outpatient Service Satisfaction in Sultan Agung Semarang Islamic Hospital, JURNAL OF PUBLIC HEALTH Volume 2, Number 1

Al Khattab, S. and A.H. Aborumman. 2011. Health Service Quality: Comparing Public and Private Hospitals in Jordan. International Business Management Vol 5 No. 5, pp. 247 – 254

Ina Solihati Embrik, et al, 2013, Perception of patient satisfaction in oral and dental health services at Muhammadiyah University of Yogyakarta, JMMR UMY, VOL 2 NO 1

Sangadji, E.M., and Sopiah. 2013. Consumer Behavior: Practical Approach Accompanied: Research Journal Association. Yogyakarta: Publisher Andi.


Article Metrics

Abstract view : 165 times
PDF - 72 times


  • There are currently no refbacks.

Copyright (c) 2018 JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit)

JMMR (Jurnal Medicoeticolegal dan Manajemen Rumah Sakit) are indexed by:


Ruang Jurnal JMMR, Gedung Pascasarjana Universitas Muhammadiyah Yogyakarta
Brawijaya Street, Tamantirto, Kasihan, Bantul, D.I. Yogyakarta, Indonesia

Information for Author click HERE

Creative Commons License
JMMR is licensed under Creative Commons Attribution 4.0 International License.

View My Journal of JMMR