The Relationship Between Administrative Service Quality and Patient Satisfaction in Hospitals
Keywords:
Administration, Satisfaction, HospitalsAbstract
Background: Administrative service quality is an essential component of hospital performance because registration, information, verification, payment, and complaint procedures shape patients’ overall experiences. Inefficient administration may increase waiting times, create uncertainty, delay care, and reduce trust and satisfaction.
Research Objective: This study examined the relationship between administrative service quality and patient satisfaction at Sandi Karsa Hospital.
Methods: A quantitative analytical study with a cross-sectional design involved 61 respondents recruited through consecutive sampling. Data were collected using validated questionnaires measuring procedural simplicity, timeliness, reliability, information clarity, staff responsiveness, accessibility, complaint management, and patient satisfaction. Descriptive statistics and Spearman’s rank correlation were used, with statistical significance set at p < 0.05.
Results: Most respondents rated administrative service quality as good (62.3%) and reported being satisfied (67.2%). Procedural simplicity obtained the highest mean score (4.05 ± 0.64), while complaint management received the lowest (3.70 ± 0.76). Spearman’s analysis demonstrated a strong, positive, and statistically significant relationship between administrative service quality and patient satisfaction (rₛ = 0.684; p < 0.001). Better administrative services were therefore associated with higher patient satisfaction.
Conclusion: Administrative service quality was significantly associated with patient satisfaction. Sandi Karsa Hospital should maintain simple and clear procedures while improving service timeliness, complaint resolution, integrated information systems, staff communication, and routine satisfaction monitoring to support continuous patient-centred quality improvement.
Downloads
References
Pakpahan, C., Agustinus, A., Sa’adi, A., Nguyen, T. T. A., Liamputtong, P., Effendy, C., & Hinting, A. (2024). Lay understanding and experience of sexual intercourse among couples with infertility undergoing an assisted reproduction technology program: A qualitative study. Heliyon, 10(5), e26879. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e26879
Panitsettakorn, W., Ongkunaruk, P., & Leingpibul, T. (2023). The present state of the cosmetics supply chain in Thailand and the prospective role of Independent Quality Assurance Verifiers (IQAVs) within the supply chain. Heliyon, 9(10), e20892. https://doi.org/https://doi.org/10.1016/j.heliyon.2023.e20892
Pincha Baduge, M. S. D. S., Garth, B., Boyd, L., Ward, K., Joseph, K., Proimos, J., & Teede, H. J. (2024). Barriers to advancing women nurses in healthcare leadership: a systematic review and meta-synthesis. EClinicalMedicine, 67, 102354. https://doi.org/https://doi.org/10.1016/j.eclinm.2023.102354
Prafitasiwi, A. G., Rohman, M. A., & Ongkowijoyo, C. S. (2022). The occupant’s awareness to achieve energy efficiency in campus building. Results in Engineering, 14, 100397. https://doi.org/https://doi.org/10.1016/j.rineng.2022.100397
Prawiroharjo, P., Anggraini, H., Geraldi, I. P., Octaviana, F., Budikayanti, A., Safri, A. Y., Wiratman, W., Indrawati, L. A., Fadli, N., Harsono, A. R., & Hakim, M. (2024). Factors correlating to decisions for prescribing pharmacological treatment and referrals in suspected peripheral neuropathy cases in chat consultation-based application. Heliyon, 10(10), e30713. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e30713
Pribadi, P., Riska, Ari Kristina, S., Syahlani, S. P., & Satibi. (2023). Antecedents and consequence of patients’ satisfaction with pharmaceutical service in hospitals: A multidimensional approach. PHARMACIA, 70(2), 317–322. https://doi.org/https://doi.org/10.3897/pharmacia.70.e101532
Rabbani, M., Bogulski, C. A., Eswaran, H., & Hayes, C. J. (2024). Willingness to pay for internet speed and quality. Telematics and Informatics, 93, 102173. https://doi.org/https://doi.org/10.1016/j.tele.2024.102173
Rahman, F., Islam, M. A., & Hadiuzzaman, M. (2023). Paratransit service quality modeling reflecting users’ perception-A case study in Dhaka, Bangladesh. IATSS Research, 47(3), 335–348. https://doi.org/https://doi.org/10.1016/j.iatssr.2023.07.001
Rajesh, S., Abd Algani, Y. M., Al Ansari, M. S., Balachander, B., Raj, R., Muda, I., Kiran Bala, B., & Balaji, S. (2022). Detection of features from the internet of things customer attitudes in the hotel industry using a deep neural network model. Measurement: Sensors, 22, 100384. https://doi.org/https://doi.org/10.1016/j.measen.2022.100384
Rauf, A., Muhammad, N., Mahmood, H., & Yen, Y. Y. (2024). The influence of healthcare service quality on patients’ satisfaction in urban areas: The case of Pakistan. Heliyon, 10(18), e37506. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e37506
Rixon, A., Elder, E., Bull, C., Crilly OAM, J., Østervan, C., Frieslich, H., Robertson, S., Pink, E., & Wilson, S. (2024). Leadership conceptions of nurses and physicians in emergency care: A scoping review. International Emergency Nursing, 74, 101454. https://doi.org/https://doi.org/10.1016/j.ienj.2024.101454
Rusu, A., Chereches, M. C., Popa, C., Botezatu, R., Lungu, I.-A., & Moldovan, O.-L. (2022). Community pharmacist’s perspective regarding patient-centred communication in conjunction with pharmaceutical practice: A cross-sectional survey. Saudi Pharmaceutical Journal, 30(9), 1327–1344. https://doi.org/https://doi.org/10.1016/j.jsps.2022.06.014
Saputra, A., Kusumawardhani, A. A. A. A., Elvira, S. D., & Wiguna, T. (2022). An item development, content validity, and feasibility study towards the Indonesian recovery scale for patients with schizophrenia. Heliyon, 8(11), e11826. https://doi.org/https://doi.org/10.1016/j.heliyon.2022.e11826
Setiawan, K. E., Kurniawan, A., Chowanda, A., & Suhartono, D. (2023). Clustering models for hospitals in Jakarta using fuzzy c-means and k-means. Procedia Computer Science, 216, 356–363. https://doi.org/https://doi.org/10.1016/j.procs.2022.12.146
Shariff, A., Kumar, T. M. P., Siddalingegowda, S. M., Wani, S. U. D., & Elsobky, Y. (2024). PharmD students experiences on end year clerkship evaluation using objective structured clinical exam (OSCE) method at JSS College of Pharmacy, Mysuru, India. PEC Innovation, 4, 100271. https://doi.org/https://doi.org/10.1016/j.pecinn.2024.100271
Shbeeb, L. (2022). The relation between transit service availability and productivity with customers satisfaction. Transportation Research Interdisciplinary Perspectives, 16, 100716. https://doi.org/https://doi.org/10.1016/j.trip.2022.100716
Simatupang, E. C. M., & Supri, I. Z. (2024). Fusing translanguaging with speaking technology in the hospitality industry: Improving English communicative competence. Social Sciences & Humanities Open, 10, 101166. https://doi.org/https://doi.org/10.1016/j.ssaho.2024.101166
Swami, V., Tran, U. S., Stieger, S., Aavik, T., Ranjbar, H. A., Adebayo, S. O., Afhami, R., Ahmed, O., Aimé, A., Akel, M., Halbusi, H. Al, Alexias, G., Ali, K. F., Alp-Dal, N., Alsalhani, A. B., Álvares-Solas, S., Amaral, A. C. S., Andrianto, S., Aspden, T., … Voracek, M. (2023). Body appreciation around the world: Measurement invariance of the Body Appreciation Scale-2 (BAS-2) across 65 nations, 40 languages, gender identities, and age. Body Image, 46, 449–466. https://doi.org/https://doi.org/10.1016/j.bodyim.2023.07.010
Tallei, T. E., Savitri, M., Lee, D., Rampengan, D. C. H., Park, M. N., Syahputra, R. A., Taslim, N. A., Moon, S., Nurkolis, F., & Kim, B. (2024). A comparative analysis on impact of drying methods on metabolite composition in broccoli microgreens. LWT, 210, 116866. https://doi.org/https://doi.org/10.1016/j.lwt.2024.116866
Umunnah, J., Adegoke, B., Uchenwoke, C., Igwesi-Chidobe, C., & Alom, G. (2023). Impact of community-based rehabilitation on quality of life and self-esteem of persons with physical disabilities and their family members. Global Health Journal, 7(2), 87–93. https://doi.org/https://doi.org/10.1016/j.glohj.2023.04.001
Uzir, M. U. H., Bukari, Z., Al Halbusi, H., Lim, R., Wahab, S. N., Rasul, T., Thurasamy, R., Jerin, I., Chowdhury, M. R. K., Tarofder, A. K., Yaakop, A. Y., Hamid, A. B. A., Haque, A., Rauf, A., & Eneizan, B. (2023). Applied artificial intelligence: Acceptance-intention-purchase and satisfaction on smartwatch usage in a Ghanaian context. Heliyon, 9(8), e18666. https://doi.org/https://doi.org/10.1016/j.heliyon.2023.e18666
Velázquez Robles, J. F., Picó, E. C., & Hosseini, S. M. A. (2022). Environmental performance assessment: A comparison and improvement of three existing social housing projects. Cleaner Environmental Systems, 5, 100077. https://doi.org/https://doi.org/10.1016/j.cesys.2022.100077
Vinarti, R. A., Sani, N. A., Anggraeni, W., Tyasnurita, R., Muklason, A., Amalia, R., Fahlevi, R., Suryaputra, E., Azizah, I., & Kesuma, B. R. (2024). I-Mun: A Reminder System and a Chatbot for Information of Immunization under 2 Years. Procedia Computer Science, 234, 1722–1729. https://doi.org/https://doi.org/10.1016/j.procs.2024.03.178
Watkins, V., Kavanagh, S. A., Macdonald, J. A., Rasmussen, B., Maindal, H. T., Hosking, S., & Wynter, K. (2024). “I always felt like I wasn’t supposed to be there”. An international qualitative study of fathers’ engagement in family healthcare during transition to fatherhood. Midwifery, 130, 103928. https://doi.org/https://doi.org/10.1016/j.midw.2024.103928
Weerasingha, T. K., Ratnayake, C., Abeyrathne, R. M., & Tennakoon, S. U. B. (2024). Evidence-based intrapartum care during vaginal births: Direct observations in a tertiary care hospital in Central Sri Lanka. Heliyon, 10(7), e28517. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e28517
Yeh, S.-D., Khasanah, N., Gustafson, K. J., Sun, C., Tsai, M.-L., Lin, B.-S., Wu, C.-W., & Peng, C.-W. (2024). Beneficial carry-over effects of chronic at-home genital nerve stimulation on incontinence in individuals with spinal cord injury: A pragmatic trial. Annals of Physical and Rehabilitation Medicine, 67(2), 101799. https://doi.org/https://doi.org/10.1016/j.rehab.2023.101799
Yunus, A., Zhou, L., Addai-Dansoh, S., Tackie, E. A., Agyeiwaa, O. E., & Gbolo, S. S. (2024). Effects of COVID-19 safety protocols on health workers’ quality of life; the mediating role of mental health and physical health; a retrospective study. Heliyon, 10(14), e34861. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e34861
Zara, M. Y. (2024). Photographic Representations of the Dutch–Indonesian Conflict in the Yogyakarta-Based Kedaulatan Rakjat Newspaper, 1945–1946. Bijdragen Tot de Taal-, Land- En Volkenkunde / Journal of the Humanities and Social Sciences of Southeast Asia, 180(2), 212–241. https://doi.org/https://doi.org/10.1163/22134379-bja10058
Zekarias Mohammed, F., Gashu, A., Damtew Walle, A., Amera Tizazu, M., Mulugeta Urgie, B., & Hailemeskel Beshah, S. (2024). Infant formula feeding and associated factors in Debre Berhan City: A community based cross-sectional study. Heliyon, 10(18), e37594. https://doi.org/https://doi.org/10.1016/j.heliyon.2024.e37594
Zeng, D., Shimosaka, M., Wu, X., Anagnostou, D., Asakura, K., & Kinoshita, A. (2024). Why do male nurses choose to work in foreign countries? A qualitative study on Chinese male nurses working in Japan. Heliyon, 10(1), e23262. https://doi.org/https://doi.org/10.1016/j.heliyon.2023.e23262
Zhan, S., Ding, L., Li, H., & Su, A. (2024). Application of Failure Mode and Effects Analysis to Improve the Quality of the Front Page of Electronic Medical Records in China: Cross-Sectional Data Mapping Analysis. JMIR Medical Informatics, 12. https://doi.org/https://doi.org/10.2196/53002
Zwerwer, L. R., van der Pol, S., Zacharowski, K., Postma, M. J., Kloka, J., Friedrichson, B., & van Asselt, A. D. I. (2024). The value of artificial intelligence for the treatment of mechanically ventilated intensive care unit patients: An early health technology assessment. Journal of Critical Care, 82, 154802. https://doi.org/https://doi.org/10.1016/j.jcrc.2024.154802
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
