Impact of Service Quality on Inpatient Satisfaction with New Public Service Moderation at Tangguwisia Regional Hospital
DOI:
10.5281/zenodo.18826210Published:
2026-01-31Downloads
Abstract
In inpatient care, patient satisfaction is influenced by both medical and non-medical services, which can be further enhanced through the implementation of the New Public Service (NPS) paradigm. This study aimed to examine how service quality affects inpatient satisfaction at Tangguwisia Regional Hospital, with NPS serving as a moderating variable. A quantitative approach with a causal-explanatory design was employed, involving 219 inpatients at RSUD Tangguwisia. Data were collected using Likert-scale questionnaires, and the analysis was conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS). The findings revealed that service quality has a positive and significant effect on inpatient satisfaction. Additionally, NPS was found to significantly strengthen the relationship between service quality and patient satisfaction. The research model demonstrated good predictive capability with an R-square value of 0.682, indicating that service quality and NPS principles explain most of the variation in patient satisfaction. These findings underscore the importance of service quality in improving inpatient satisfaction and suggest that implementing NPS principles, such as transparency, participation, and accountability, further enhances this effect.
Keywords:
Service quality Inpatient satisfaction New Public ServiceReferences
Amin, M., & Zahora Nasharuddin, S. (2013). Hospital Service Quality And Its Effects On Patient Satisfaction And Behavioural Intention. Clinical Governance: An International Journal, 18(3), 238-254. https://doi.org/10.1108/CGIJ-05-2012-0016
Bariya, U. K., Rosyidah, R., & Hidayat, M. S. (2024). Pengaruh mutu pelayanan terhadap kepuasan pasien unit rawat jalan di rumah sakit: Literatur review. Healthy Tadulako Journal (Jurnal Kesehatan Tadulako), 10(4), 547–555. https://doi.org/10.22487/htj.v10i4.1213. https://doi.org/10.22487/htj.v10i4.1213
Baron, R. M., & Kenny, D. A. (1986). The moderator–mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51(6), 1173–1182. https://doi.org/10.1037/0022-3514.51.6.1173
Denhardt, J. V, & Denhardt, R. B. (2015). The New Public Service: Serving, not steering. M.E. Sharpe. https://doi.org/10.4324/9781315709765
Galal, D. S., Ahmed, M. R., Abd El-Wahab, E. W., & Abdel-Aziz, B. F. (2026). Perceived Healthcare Quality, Patient Satisfaction, and Loyalty in Egypt Health Insurance Organization: A Multivariate Analysis. medRxiv, 2026-01. https://doi.org/10.64898/2026.01.05.26343430
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 20. UNDIP Press. https://www.scribd.com/document/843495652/Prof-Dr-H-Imam-Ghozali-Aplikasi-Analisis-Multivariative-SPSS-20-intro-PDFDrive
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis (8th ed.). Cengage Learning. https://eli.johogo.com/Class/CCU/SEM/_Multivariate%20Data%20Analysis_Hair.pdf
Herizal, H., Mukhrijal, M., & Wance, M. (2020). Pendekatan akuntabilitas pelayanan publik dalam mengikuti perubahan paradigma baru administrasi publik. Journal of Governance and Social Policy, 1(1), 24–34. https://doi.org/10.24815/gaspol.v1i1.17327
Kruk ME, Gage AD, Arsenault C, et al. (2018). High-quality health systems in the Sustainable Development Goals era: time for a revolution. Lancet Glob Health. https://pubmed.ncbi.nlm.nih.gov/30196093/
Machumani, M. K. (2022). The Impact of Hospital Brand Image on Service Quality, Patient Satisfaction and Loyalty in Public and Private Hospitals in Kinondoni–Dar es Salaam (Doctoral dissertation, The Open University of Tanzania). http://repository.out.ac.tz/id/eprint/3642
Manzoor, F., Wei, L., Hussain, A., Asif, M., & Shah, S. I. A. (2019). Patient satisfaction with health care services; an application of physician’s behavior as a moderator. International journal of environmental research and public health, 16(18), 3318. https://doi.org/10.3390/ijerph16183318
Musa, H. (2022). Pengaruh kualitas pelayanan kesehatan terhadap kepuasan pasien pada Klinik Citra Utama Palembang. Jurnal Ilmiah Ilmu Pengetahuan Teknologi Dan Seni, 1(1), 9–21. https://ojs.politeknikprasetiyamandiri.ac.id/index.php/jiipts/article/view/jiipts2
Mutmainnah, U., & Ahri, R. A. (2021). Analisis faktor yang berhubungan dengan mutu pelayanan kesehatan terhadap kepuasan pasien rawat inap di RSUP Dr. Wahidin Sudirohusodo Makassar. Journal of Muslim Community Health, 2(1), 52–74. https://doi.org/10.52103/jmch.v2i1.488
Nunnally, J. C., & Bernstein, I. H. (1994). Psychometric theory (3rd ed.). Mc-Graw Hill Companies. https://books.google.co.id/books/about/Psychometric_theory.html?id=r0fuAAAAMAAJ&redir_esc=y
Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460–469. https://doi.org/10.1177/002224378001700405
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50. https://doi.org/10.1177/002224298504900403
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Marketing, 64(1), 12–40. https://doi.org/10.1177/002224298806400103
Pujiastutik, E., & Maulana, A. (2025). Evaluasi pelayanan kesehatan dalam pelayanan publik di RSUD Kalisat Kabupaten Jember. Interelasi Humaniora, 1(4), 315–327. https://doi.org/10.24716/kvzapy03
Rohman, M. Z., Sohaimi, N. S., & Yusoff, M. N. (2026). Integrating Decision Support Systems with Service Quality: An IT-Driven Approach to Patient Satisfaction in Indonesian Inpatient Facilities. Engineering, Technology & Applied Science Research, 16(1), 30691-30702. https://doi.org/10.48084/etasr.14638
Shobirin, A., Atmojo, D. P., & Salam, R. (2025). Implementasi New Public Service (Npm) Dalam Pelayanan Publik Kesejahteraan Sosial Oleh Dinas Sosial Di Mal Pelayanan Publik Kabupaten Lombok Timur Ntb. Jurnal Manajemen Dinamis, 7(2), 48–63. https://journalversa.com/s/index.php/jmd/article/view/1542
Singh, V., & Garg, A. (2022). Service quality and service satisfaction in the inpatient setting: Moderating role of insurance status. Asia Pacific Journal of Health Management, 17(2), 1-12. https://doi.org/10.24083/apjhm.v17i2.1399
Suciati, G., Lestari, A., & Wijaya, R. (2022). Analisis kepuasan pasien terhadap pelayanan di RSUD Dr. H. Mohamad Rabain. Jurnal Administrasi Kesehatan Indonesia, 10(1), 23–34. https://doi.org/10.20473/jaki.v10i1.2022
Temesvari, N. (2021). Pengaruh kualitas pelayanan terhadap kepuasan pasien di rumah sakit: Literature review. Jurnal Kesehatan Masyarakat, 9(3), 210–220. https://doi.org/10.24843/jkesmas.v9i3.2021
Tessema, D. H., & Yesilada, F. (2025). Impact of total quality management on patient revisit intention: the case of public hospitals in Addis Ababa, Ethiopia. Future Business Journal, 11(1), 121. https://doi.org/10.1186/s43093-024-00193-x
Wahyuni, W., Asna, A., & Hidayat, C. W. (2024). Pengaruh kualitas pelayanan terhadap kepuasan pasien. MBR (Management and Business Review), 8(2), 207–220. https://doi.org/10.21067/mbr.v8i2.10610
Yeboah, J. G., & Amponsah, K. T. (2025). The mediating role of service innovation in the relationship between customer orientation and patient satisfaction. BMC Health Services Research, 25(1), 803. https://doi.org/10.1186/s12913-025-08803-8
Yudiatmaja, W. E. (2020). Public service motivation and service quality of local government employees: A moderated mediation analysis. Policy & Governance Review, 5(1), 33-49. https://doi.org/10.1108/CGIJ-05-2012-0016
License
Copyright (c) 2026 Putu Karnasih, I.G.A. AG Dewi Sucitawathi P, Ian Wooton
This work is licensed under a Creative Commons Attribution 4.0 International License.
Downloads
How to Cite
