The Effect of Tangibles, Reliability, Responsiveness, Assurance, and Empathy Aspects on Hospitalization Services in Hospitals on Patient Satisfaction


  • Muhammad Fachri Universitas Muhammadiyah Jakarta



Inpatient Services, Satisfaction


One of the health services that has a very important role in providing health services to the community is the hospital. The existence of hospitals as health care institutions is regulated in Law No.44 of 2009. Hospitals play an important role in the health care system and are health care institutions that have an organized staff of medical professionals, and inpatient facilities, by providing medical, nursing and related services 24 hours per day, 7 days per week and providing complete health services to the community, both curative and preventive. In addition, the hospital also serves as a place of education for health workers and a place of research. Good health services provide effective, safe, and high-quality services to those who need them supported by adequate resources (WHO, 2014). From field observations and literature studies based on observations, there are several problems as follows: Poor tangibles aspects of service quality affect inpatient satisfaction at WALED Hospital, Cirebon Regency. Poor reliability aspects of service quality affect inpatient satisfaction at WALED Hospital, Cirebon Regency Poor responsiveness aspects of service quality affect inpatient satisfaction at WALED Hospital, Cirebon Regency Poor assurance aspects of service quality affect inpatient satisfaction at WALED Hospital, Cirebon Regency Poor Empathy aspects of service quality affect inpatient satisfaction at WALED Hospital, Cirebon Regency.


Adisaputro, Gunawan. (2014), Marketing Management (Analysis for Marketing Strategy Design), YKPN College of Management Sciences, Yogyakarta.

Aiken, L. H., et al. (2017). "Patient satisfaction with hospital nurses and nurses in England: and observational study." BMJ open 8(1): e019189.

Anjaryani, W. D. (2009). Satisfaction of inpatients with Nurse services at Tugurejo Semarang Hospital, Diponegoro University.

Anni Mar'atush Sholihah, Susanto. (2014), The Effect of Marketing Mix on the Interest in Repeat Visits of National Health Insurance (Jkn) Patients in the Outpatient Unit of Panembahan Hospital. Senopati Bantul.

Ashrafun, L. and M. J. Uddin (2011). "Factors determining inpatient satisfaction with hospital care in Bangladesh. " Asian social science 7 (6): 15.

Azwar, A (1996) Introduction to Health Administration. Ciputat. Tangerang 2010. Binarupa Aksara Publisher, Third Edition.

Cannon, Perreault and McCarthy (2012), Marketing Management, Jakarta: Fourth Edition

Chairunnisa, C and M. Puspita (2017). "An Overview of Outpatient Satisfaction with Services at the Jakarta Sukapura Islamic Hospital (RSIJS) in 2015. " Journal of Medicine and Health 13 (1): 9-27.

Desi Fitriani, Lukman Waris, and Anni Yulianti. (2017), Budgeting and Receipt of JKN Program Capitation Funds in Remote Areas of the Mentawai Islands Regency.

Fatas, I. A. and M. F. Wajdi (2017). Analysis of the Level of Satisfaction of Inpatients with the Quality of Service of Hidayah Boyolali Hospital, Universitas Muhammadiyah Surakarta.

Fayol, Henry. (2017), Public Relations Management, Jakarta: PT Elex Media. Gaspersz,

George R, Terry. (2011), Basics of Management, Jakarta: PT Bumi Aksara Hawkin and

Husein Umar (2005), Research Methods for Thesis and Thesis, Jakarta: Rajawali Kotler

Kotler, Philip and Armstrong. (2014), Marketing Basics, Jakarta: Prenhallindo Publisher

Lonney. (2004) Consumer Satisfaction Indicators, Jakarta: Binarupa Aksara

Lovelock, C and Wright, L.K. (2011), Services Marketing Management, PT. Index, Indonesia

Lonney. (2004) Consumer Satisfaction Indicators, Jakarta: Binarupa Aksara

Law No. 23 of 1992 concerning Health.

Law No. 40 of 2004 concerning the National Social Security System. Law of the Republic of Indonesia No. 44 of 2009 concerning Hospitals. Government Regulation No.47 of 2021 concerning the Implementation of the Field of Hospitalization.

Makarem, J., et al. (2016). "Patients' satisfaction with inpatient services provided in hospitals affiliated to Tehran University of Medical Sciences, Iran, during 2011-2013. " Journal of medical ethics and history of medicine 9.

Mamik. (2010). Organization and Management of Health and Midwifery Services. Jakarta: EGC.

Ministry of Health RI. (2012). "Technical Guidelines for Inpatient Hospital Buildings."

Directorate of Medical Support Services and Health Facilities.

Minister of Health Regulation No. 56 Year 2014 on Hospitals in 2014.

Minister of Health Regulation No. 3 of 2020 concerning Hospital Classification and Licensing.

Moenir, H. (2010). Public Service Management in Indonesia. Jakarta: Bumi Aksara.

Novi Henriyati Rahmi, Sampurno, Wahono Sumaryono. (2019), The Effect of Service Marketing Mix and Quality of Health Services at Bojong Nangka Health Center on Bpjs Patient Satisfaction.

Oliver, R. L. (2019). Satisfaction: A behavioral perspective on the consumer, London: ME Sharp Incorporated.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. The Journal of Marketing, 41-50.

Phillip and Keller (2012), Marketing Management, Jakarta: PT Index.

Pohan, I. S. (2012). "Quality Assurance of Health Services, Basics of Definition and

Application. " Jakarta, EGC medical book.

Pouragha, B, & Zarei, E. (2016). The Effect of Outpatient Services Quality on Patient Satisfaction in Teaching Hospitals in Iran. Journal of The Academy of Medical Sciences In Bosnia And Herzegovina

Ridwan, and Engkos Achmad Kuncoro. (2008), How to Use and Use Path Analysis. Bandung: Alfabeta

Robbins, Stephen P. and Mary Coulter. (2011) Management, Erlangga, Jakarta Sugiyono.(2004). Quantitative, Qualitative, and R&D Research Methods. Bandung: Alfabeta, CV.

Shan, L. et al. (2016). Patient Satisfaction with Hospital Inpatient Care: Effects of Trust, Medical Insurance and Perceived Quality of Care.

Shan, L., et al. (2016). "Patient Satisfaction with hospital Inpatient Care: Effects of Trust, Medical Insurance and Perceived Quality of Care." Plos One 11 (10): e0164366

Shita Hayyuning Astiti, Yaslis Ilyas. (2021), Implementation of Marketing Communication Mix of Hermina Karawang Hospital in the Covid19 Pandemic Era.

Sugiyono. (2014). Quantitative Qualitative and R&D Research Methods. Bandung: Alfabeta Publisher.

Supartiningsih, S. (2017). Service Quality and Hospital Patient Satisfaction: The Case of Outpatients. Journal of Medicoeticolegal and Hospital Management, 6 (1); 9-15

Supriyanto, S. & Ernawati. (2010). Marketing the Health Services Industry Yogyakarta: CV Offset.

Supriyanto & Ernawaty (2010). Health Services Industry Marketing." Yogyakarta, Andi.

Supriyanto, S. & R. D. Wulandari (2011). "Quality Management of Health Services." Surabaya, Health Advocacy": Tree of Light.

Tjiptono, F. (2014). Service Marketing. yogyakarta: ANDI.

Tjiptono, F. (2012). Excellent Service Management Service. Yogyakarta: Andi Offset.

Tjiptono, Fandy. (2017), Strategic Marketing, Yogyakarta: CV. ANDI OFFSET (Andi Publisher)

Vincent. (1997) Balanced Integrated Performance Management System Scorecard with Six Sigma for Business and Government Organizations. Jakarta: Gramedia Pustaka Utama.

Woldeyohanes, T. R., et al. (2015). "Perceived patient satisfaction with inpatient services at Jimma University Specialized Hospital, Southwest Ethiopia. " BMC research notes 8 (1): 285.

Xesfingi, S., et al. (2017). "Patient Satisfaction at Tertiary Level Healthcare Services in Greece: Inpatient vs Outpatient Healthcare Services Assessment. " International Journal of Health Economics and Policy 2 (3): 125.

Zeithaml, V.A., M.J. Bitner, D.D. Gremler. (2013). Services Marketing: Integrating Customer Focus Across the Firm, Mcgraw-Hill, Boston.