Factors Associated with Patient Satisfaction in Dr. Rasidin Padang Hospital

Abstract

Patient satisfaction is an important indicator of healthcare service quality because it reflects patients’ evaluation of the services they receive and the extent to which those services meet their expectations. This study aimed to determine the factors associated with patient satisfaction in the inpatient ward of Dr. Rasidin Padang Hospital in 2025. An analytical quantitative study with a cross-sectional design was conducted among 84 inpatient respondents selected from a population of 520 patients. Data were collected using a structured questionnaire covering reliability, responsiveness, assurance, empathy, tangibles, and patient satisfaction. Univariate analysis was presented using frequency distributions, while bivariate analysis used the Chi-square test with a 95% confidence level and α=0.05. The findings showed that 44.0% of respondents were dissatisfied. Poor ratings were reported for reliability by 41.7%, responsiveness by 39.3%, assurance by 38.1%, empathy by 51.2%, and tangibles by 44.0% of respondents. All five service-quality dimensions were significantly associated with patient satisfaction: reliability (p=0.007), responsiveness (p=0.025), assurance (p=0.014), empathy (p<0.001), and tangibles (p<0.001). These findings indicate that patient satisfaction in inpatient services is closely associated with the quality of interpersonal, procedural, and physical aspects of care. Hospital management should strengthen reliable and responsive services, professional assurance, individualized attention, and the comfort and readiness of the inpatient environment.