THE EFFECT OF SERVICE QUALITY ON PATIENT SATISFACTION AND CONFIDENCE

Management

The purpose of hospitals is to improve the health status of the community by providing affordable health services. General Hospital of DR Abdul Radjak Purwakarta is a useful service agency in the health area, with the primary purpose of enhancing public health through outpatient services, emergency treatment, inpatient care, and a variety of other services. Patients frequently frequented outpatient services, with the internal medicine polyclinic receiving the most visitors. This study intended to determine the effect of service quality on patient satisfaction and confidence, and the effect of patient satisfaction on confidence at the General Hospital of DR Abdul Radjak Purwakarta. This study used a sample of 100 outpatients who satisfied inclusion and exclusion criteria. Non-probability sampling was utilised in the sampling technique. The data was collected using questionnaires distribution, observation, interviews, and documentation. The data was analysed using Structural Equation Modeling (SEM). The study’s findings demonstrated that service quality, patient happiness, and confidence were in high category. Moreover, service quality affected patient satisfaction. Patient confidence is also affected by service satisfaction. Patient satisfaction affects patient confidence.

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