A Descriptive Study of Outpatient Satisfaction Across Five Service Quality Dimensions at Hospital X

Abstract

Patient satisfaction is an important measure of health facility service quality, as low satisfaction may reduce future visits. An internal survey at Hospital X (April 2026) recorded outpatient satisfaction of 62.03%, below the ≥90% standard in Health Minister's Decree No. 129/Menkes/SK/II/2008, with declining visits and rising complaints. This study described outpatient satisfaction at Hospital X across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. A quantitative descriptive cross-sectional design was used from April to August 2026. A total of 106 respondents were selected by accidental sampling; inclusion criteria were patients who had completed pharmacy services and could read and write. The questionnaire was valid (r > 0.361) and reliable (Cronbach's Alpha 0.877); data were analyzed univariately, with categories based on the median because the data were not normally distributed. Results showed 52.8% of respondents were dissatisfied, highest in empathy (67.9%), followed by reliability (62.3%), tangibles (60.4%), assurance (54.7%), and responsiveness (51.9%). The lowest-rated items: waiting-room seating (25.5%), physicians' punctuality (22.7%), and registration staff attentiveness (16.0%). The hospital is advised to improve staff care, attention, and communication through training and service culture strengthening, and to improve the waiting room and review physicians' schedules.