Indonesian public healthcare service institutions patient satisfaction barometer (IPHSI-PSB): A new public healthcare patient satisfaction index

Penulis: Sik Sumaedi, I Gede Mahatma Yuda Bakti, Tri Rakhmawati, Nidya J. Astrini, Tri Widianti, Medi Yarmen
Purpose The purpose of this paper is to develop and test a new public healthcare patient satisfaction index (PSI) in Indonesia. More clearly, the index measures overall patient satisfaction and its determinants. Design/methodology/approach Literature review was performed to identify the determinants of patient satisfaction. Data collection was carried out by using survey with questionnaire. The survey involves 161 patients of one public healthcare service institution in Tangerang, Indonesia. The authors conducted some statistical analyses, namely exploratory factor analysis, Cronbach α analysis, and multiple regression analysis. Findings A new public healthcare PSI was developed and tested. The index consists of overall patient satisfaction and its determinants. The determinants include the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, the quality of administration process, perceived value, perceived sacrifice, and image. Furthermore, the new index was called as IPHSI-PSB. Research limitations/implications This research was carried out only in Tangerang, Indonesia and only involved one public healthcare service. Hence, the index needs to be tested in different cities in Indonesia. Furthermore, it is also needed to involve more public healthcare service institutions in future researches. Practical implications Public healthcare service managers can use IPHSI-PSB to monitor, measure, and improve the patient satisfaction of the public healthcare service institution they manage. Originality/value This paper has developed and tested a new public healthcare patient satisfaction index. Keywords: Satisfaction, Index, Healthcare service, Patient perspective

International Journal of Productivity and Performance Management, Volume: 65 Issue: 1, 2016

ISSN / ISBN / IBSN : 1741-0401

DOI: 10.1108/IJPPM-07-2014-0112

No. Arsip : LIPI-16002