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Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB)

Author

Listed:
  • Sik Sumaedi
  • I Gede Mahatma Yuda Bakti
  • Tri Rakhmawati
  • Nidya J. Astrini
  • Tri Widianti
  • Medi Yarmen

Abstract

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, Cronbachαanalysis, 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.

Suggested Citation

  • Sik Sumaedi & I Gede Mahatma Yuda Bakti & Tri Rakhmawati & Nidya J. Astrini & Tri Widianti & Medi Yarmen, 2016. "Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB)," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 65(1), pages 25-41, January.
  • Handle: RePEc:eme:ijppmp:v:65:y:2016:i:1:p:25-41
    DOI: 10.1108/IJPPM-07-2014-0112
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    Cited by:

    1. Eduardo Dias Coutinho & Paulo Roberto Costa Vieira, 2018. "Antecedents of oncological patient satisfaction: a study conducted at the Brazilian National Cancer Institute," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 15(3), pages 413-429, September.

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