Patients’ Satisfaction Level on Nutrition Service Quality based on Five Quality Dimensions

Patients’ Satisfaction Level on  Nutrition Service Quality based on Five Quality Dimensions (Tangibles, Reliability, Responsiveness, Assurance, and Empathy) at X Hospital, Jakarta, Indonesia

I. Laila

Dietitian

ABSTRACT

The purpose of this study is to evaluate inpatients’ satisfaction level on quality of nutrition service. The study was held at the third class wards of X Hospital on June 2006. Using a Servqual method by Parasuraman, the variables used to measure the nutrition service quality were based on five quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy).

This study was conducted to 98 respondents. It is a quantitative cross sectional design and data used in this study was a primary data.

The results of this study showed that the mean of total inpatients’ satisfaction on nutrition service quality was 85.49%, while the mean of general inpatients’ satisfaction on nutrition service quality was 67.4%. There was a relationship with different strength association between each quality dimension towards general inpatients’ satisfaction on nutrition service quality. Empathy was the most dominant dimension factor correlated to overall satisfaction. Educational background, one of respondent’s characteristics, was a confounding factor interfered the relationship between quality dimensions and the level of overall satisfaction.

It is suggested to X hospital management and related departments to improve nutrition service quality regarding the problems and the positive things found in this study.

Key words:  Patients’ Satisfaction, Quality, Hospital Nutrition Service.