Medical Service Innovation and Service Quality on Patient Satisfaction at Bangsri II Community Health Center
Abstract
This study aims to analyze the effect of medical service quality and administrative service innovation on patient satisfaction at Bangsri II Health Center. Medical service quality was measured using the five SERVQUAL dimensions (empathy, reliability, assurance, tangibles, and responsiveness), while administrative service innovation was assessed through three indicators: use of technology, interaction with consumers, and development of new services. A sample of 100 patients was determined using the Slovin formula from a total population of 40,400 patients with a margin of error of 10%. Data were collected through a closed-ended questionnaire with a five-point Likert scale and analyzed using multiple linear regression with t-test and F-test. The results show that medical service quality (X1) has a positive and significant effect on patient satisfaction, with a t-value of 7.403 > t-table 1.946 and significance < 0.001. Administrative service innovation (X2) also has a positive and significant effect on patient satisfaction. Simultaneously, both variables significantly influence patient satisfaction, as indicated by F-value 52.909 > F-table 3.08 with significance < 0.001. The coefficient of determination (R²) of 0.522 indicates that 52.2% of patient satisfaction is explained by these two variables, while the remaining 47.8% is influenced by other factors such as drug availability, supporting facilities, and health promotion. This study concludes that medical service quality is the dominant factor affecting patient satisfaction, while administrative service innovation serves as a supporting factor that enhances service effectiveness. Therefore, improving patient satisfaction requires continuous enhancement of medical service quality accompanied by the strengthening of technology-based administrative innovations.
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