An Analysis of Service Experience And Perceived Value Influence on Patient’s Satisification At Regional Public Hospitals In South Sulawesi Province

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Ardianti Ardianti
Syahrir A Pasaringi
Fridawaty Rivai
Irwandy Irwandy
A Indahwaty Sidin
Yahya Thamrin
Andi Agus Mumang

Abstract

Background: The service experience and perceived value that occurs in every interaction between patient and service provider will influence the patient’s satisfaction. This study aims to analyze the effect of service experience and perceived value on patient’s satisfaction at Regional Public Hospitals in South Sulawesi, Indonesia.


Methods: The method used in this study was cross sectional by distributing questionnaires to 270 outpatients and 266 inpatients as respondents. Sampling was carried out by using proportional stratified random sampling technique from each participating hospital. Data were analyzed using multiple linear regression tests.


Results: The results showed that service experience had an effect on patient’s satisfaction in inpatient care [β=0.598, t=3.163; p=0.002] and in outpatient care [β=0.13, t=2.89; p=0.004]. Perceived value had an effect on patient’s satisfaction in inpatient care [β=0.323, t=1.709; p=0.04] and in outpatient care [β=0.108, t=2.391; p=0.017].


Conclusion: Service experience and perceived value impact patient satisfaction.

Article Details

How to Cite
Ardianti, A., Pasaringi, S. A., Rivai , F. ., Irwandy, I., Sidin, A. I. ., Thamrin, Y. ., & Mumang, A. A. (2024). An Analysis of Service Experience And Perceived Value Influence on Patient’s Satisification At Regional Public Hospitals In South Sulawesi Province. Asia Pacific Journal of Health Management. https://doi.org/10.24083/apjhm.v19i1.3251
Section
Research Articles

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