The analysis study of the impact of service quality to patient satisfaction in regional general hospital in Indonesia: A comprehensive systematic 10.55131/jphd/2025/230324
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Abstract
Indonesia’s growing healthcare sector has intensified competition among hospitals, underscoring the importance of delivering high-quality care that aligns with patient expectations. Factors such as service quality, hospital infrastructure, employee communication, and administrative efficiency play crucial roles in enhancing patient satisfaction and shaping the future of healthcare delivery. This review aims to analyze the existing literature on the impact of service quality on patient satisfaction in regional general hospitals, especially in Indonesia. Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines were used as a reference to review resources from three databases, which were ScienceDirect, PubMed and SagePub. Of the 738 publications identified, only 8 met the inclusion criteria for this review. The remaining 730 publications were excluded for various reasons, including duplication across databases, publication before 2014, inappropriate study design, failure to retrieve reports, and lack of relevance to the review topic. Based on the results of this study, several health service factors such as facilities, trust, interpersonal quality, communication quality, financial factors, duration of doctor consultations, and accessibility affect patient satisfaction with hospital services. Improving patient satisfaction can foster positive experiences and strengthen patient-provider relationships, thereby increasing patient loyalty. Therefore, improving health services should involve measures, such as providing comfortable patient waiting rooms, training programs to improve hospital staff communication skills, and other quality-enhancing initiatives. It is recommended that more in-depth research is needed to determine the health service factors that most influence patient satisfaction levels.
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