Improving Patient Satisfaction in Hospitals Through Customer-Based Services Islamic Values
Abstract
Hospital management is a crucial aspect in providing effective and efficient healthcare services. One key indicator of management effectiveness is patient satisfaction. Hospital management based on Islamic values plays a crucial role in improving patient satisfaction, an indicator of healthcare service effectiveness. This study aims to analyze the influence of Sharia-based services on patient satisfaction at Annisa Pekanbaru Women's and Children's Hospital (RSIA Annisa Pekanbaru). The research method used qualitative and quantitative qualitative approaches using a Likert-scale questionnaire and SWOT analysis. The results indicate that patient satisfaction is influenced significantly by service quality, particularly physical aspects, empathy, human resource performance, and the implementation of Islamic values. This is supported by a strong internal hospital environment and a strong ability to respond to opportunities for Sharia-based services. Therefore, strengthening Sharia-based service standard operating procedures (SOPs) through ongoing training and coaching is recommended to improve service quality.
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DOI: http://dx.doi.org/10.30659/jrbi.v23i1.51467
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