INTRODUCTION:

Patient satisfaction is a widely utilized and significant indicator in assessing the quality of health care services because patients play contributor, goal, and reforming roles in quality assurance. Patient satisfaction survey results enable health care professionals to identify service elements that need to be improved. The purpose of this paper is to examine the patient satisfaction by assessing in five dimensions of service quality (SERVQUAL); tangible, empathy, assurance, reliability, and responsiveness in one private hospital of Padang city, Indonesia.

METHODS:

The five dimensions- SERVQUAL model (tangible, empathy, assurance, reliability, and responsiveness) was implemented to measure of patient satisfaction. Data were collected using a sample of 49 patients and it was analysed using SPSS and Smart-PLS. The measurement model was analysed using composite reliability, convergent and discriminate validity while the structural model was used to predict the relationships between variables.

RESULTS:

The SERVQUAL tool proved to be reliable and valid in assessing service quality in X Surgical Hospital. The results indicated that all factors (tangible, empathy, assurance, and responsiveness) except reliability as a place have a significant and positive impact on the overall patient’s satisfaction. All indicator emphasis relation with service quality, except reliability (0,403).

CONCLUSIONS:

Overall, users are satisfied with service provided in this hospital even though reliability dimension proof to be un expected to fulfil the patient expectation.

KEYWORDS: Hospital, Patient, Satisfactions, SEM-PLS, Service Quality