Effect of Service Quality on Satisfaction Among Toddler Mothers in Ben Mari Kendalpayak Hospital


  • Evy Afiyah Syagran Universitas Nahdlatul Ulama Surabaya


Service Quality, Visitor Satisfaction, Mothers of Children Under Five


Service quality is an indicator of hospital visitor satisfaction. A sick toddler's new visit for the past
three years in the Mari Kendalpayak Hospital shows a positive trend. This study aims to determine the effect of
service quality including responsiveness, reliability, assurance, empathy and tangible of visitor satisfaction.
Method: The survey of 62 respondents from 148 mothers of children under five who visited Ben Mari
Kendalpayak Hospital since December in 2017 until March in 2018 Independent variables were service quality
including responsiveness, reliability, assurance, empathy and tangible. While the dependent variable is
satisfaction. This study uses an instrument in the form of a questionnaire. This study uses multiple linear
regression methods for data analysis. Results: Most respondents rated the quality of hospital services as good as
capturing, reliability, assurance, empathy and tangible. Meanwhile, hospital service satisfaction was also
considered good by most respondents. The five determinants of hospital service quality have been shown to
influence visitor satisfaction. But the responsiveness variable has a dominant influence on visitor satisfaction.
Conclusion: This study was successful in finding that responsiveness, reliability, assurance, empathy and
tangible influence visitor satisfaction. Ben Mari Kendalpayak Hospital Management needs to pay more attention
to the problem of catching visitors because good responsiveness can give comfort for visitors.


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How to Cite

Syagran, E. A. . (2020). Effect of Service Quality on Satisfaction Among Toddler Mothers in Ben Mari Kendalpayak Hospital. PROCEEDING SURABAYA INTERNATIONAL HEALTH CONFERENCE 2019, 1(1), 209–215. Retrieved from https://conferences.unusa.ac.id/index.php/SIHC19/article/view/516