The Relationship Between Hospital Service Quality Factors and Outpatient Satisfaction Among Patients with Type II Diabetes Mellitus
Keywords:
service-quality, patient-satisfaction, Type-II-Diabetes-MellitusAbstract
This study aimed to investigate the relationship between hospital service quality factors and outpatient satisfaction among Type II Diabetes Mellitus patients. The research employed a quantitative cross-sectional approach with a sample of 150 Type II Diabetes Mellitus outpatients selected through systematic random sampling from three public hospitals in Indonesia. Data were collected using validated questionnaires measuring five dimensions of hospital service quality: physical evidence, medical staff reliability, medical staff responsiveness, attention to patients, and comfort. Multiple linear regression analysis was used to examine the relationships between variables. Results revealed significant positive correlations between all service quality factors and outpatient satisfaction (p<0.05), with medical staff reliability (β=0.32) and attention to patients (β=0.28) demonstrating the strongest associations. The findings suggest that enhancing these service quality dimensions, particularly through improved medical staff competence and patient-centered care approaches, could significantly improve satisfaction among Type II Diabetes Mellitus outpatients. This study contributes to the growing body of evidence supporting the importance of service quality in chronic disease management within Indonesian healthcare settings.
Downloads
References
Andres, E. B., Song, W., Song, W., & Johnston, J. M. (2019). Can hospital accreditation enhance patient experience? Longitudinal evidence from a Hong Kong hospital patient experience survey. https://doi.org/10.21203/rs.2.11759/v2
Barnes, M., Villa, C., Crump, B., Field, D., Chai, S., Mesa, R. A., Desai, P., Pal, S., Gray, J., & Ragon, B. K. (2024). Infusion immediate care: Improving hematology/oncology practice quality through expanded and timely access to infusion care. Blood, 144(Supplement 1), 3675–3675. https://doi.org/10.1182/blood-2024-200106
Federation, I. D. (2023). IDF Diabetes Atlas (11th ed.). Brussels, Belgium: International Diabetes Federation.
Frag, N. H. A., Salema Hussain Ahmed Zayed, Zharh Hussin Ahmed Frag, Zainab Ahmed Mohamed Farg, Safiah Ahmed Mohammed Faraj, Aisha Yehia Jubran Akdy, Areej Hadi Bajaafer, & Aaysh Hussain Ahmed Zayed. (2024). Revisiting diabetes with a focus on complications, innovations, and care strategies. British Journal of Nursing Studies, 4(2), 82–94. https://doi.org/10.32996/bjns.2024.4.2.10
Goldrick, C. (2025). Partnering for partnerships: How industry and healthcare system partnerships can improve health outcomes. International Journal of Integrated Care, 25, 23. https://doi.org/10.5334/ijic.ICIC24539
Ismail, M. A., Albaradi, K. H. M., Al-Sobhi, H. A. R., Al-Otaibi, M. T., Alboriadi, F. A., Tohary, H. A., Balqasem, R. A., Alkhayat, H. H., Alharbi, B. M. F., Alawad, R. A. A., & Alrashidi, N. M. (2024). Determinants of patient satisfaction in primary healthcare: A statistical exploration. Journal of Ecohumanism, 3(8). https://doi.org/10.62754/joe.v3i8.6024
Jabeen, G., Goli, G., & Kafila. (2024). Building trust: The foundations of reliability in healthcare (pp. 43–65). https://doi.org/10.1007/978-3-031-65434-3_3
Kresnowati, L., Suhartono, S., Shaluhiyah, Z., & Widjanarko, B. (2025). Drop-out to follow up screening of diabetes mellitus in Indonesia from national health insurance data 2022-2024. E3S Web of Conferences, 605, 02005. https://doi.org/10.1051/e3sconf/202560502005
Mahajan, P., Anand, A., Hossain, S., & Vishwakarma, M. (2025). Exploring patient satisfaction and determinants in outpatient services: A cross-sectional study. Cureus. https://doi.org/10.7759/cureus.77345
Mirawati, L., Fauzi, M. R., & Widjaja, Y. R. (2024). Quality of human resource services in outpatient care on outpatient satisfaction in hospitals (systematic literature review). International Journal of Economic Integration and Regional Competitiveness, 1(6), 75–99. https://doi.org/10.61796/ijeirc.v1i6.146
Nurhadiyastuti, A., Indriyani, Y., Agustina, C., & Setyawan, A. (2025). The relationship between patient perception of service quality and polyclinic revisit interest. Journal La Medihealtico, 6(1), 193–206. https://doi.org/10.37899/journallamedihealtico.v6i1.1956
Permana Putra, D., Syakurah, R. A., Idris, H., Flora, R., Najmah, N., & Misnaniarti, M. (2024). The relationship between chronic disease management program (Prolanis) for diabetes mellitus and outpatient visits diabetes mellitus patients at Class C Palembang hospitals in 2023. Eduvest - Journal of Universal Studies, 4(8), 6657–6664. https://doi.org/10.59188/eduvest.v4i8.1268
Prasetyono, J. D., Permatasari, H., Setiawan, A., Mulyono, S., Susanto, T., & Mansyur, M. (2025). Occupational health (job dissatisfaction and work-life balance) impacted to poor sleep quality in nurses. Holistik Jurnal Kesehatan, 19(1), 123–130. https://doi.org/10.33024/hjk.v19i1.659
Ravindran, D., Pillai, R. H., Srinivasa, D., & Somashekaraiah, S. (2024). Service quality evaluation of healthcare sustainability: Patient satisfaction, service delivery, and clinical outcomes (pp. 57–76). https://doi.org/10.1007/978-3-031-48075-1_6
Setianto, B., Yekti Pulihasih, A., Aan Adriansyah, A., & Sa’adah, N. (2022). Patient satisfaction with healthcare services among inpatients in the COVID-19 isolation room. Journal of Health Sciences, 15(03), 239–246. https://doi.org/10.33086/jhs.v15i03.2846
Sharma, N., & Thakare, M. M. (2024). IJCM_294A: COVID-19 vaccination status and willingness for booster dose among staff and students of tertiary care institute. Indian Journal of Community Medicine, 49(Suppl 1), S85–S85. https://doi.org/10.4103/ijcm.ijcm_abstract294
Sharma, S., Pandey, R. K., Singh, L., & Kumar, S. (2025). Diabetes mellitus: A condition that co-exists with living. Current Functional Foods, 03. https://doi.org/10.2174/0126668629351423250226113442
Suffys, C. R., Ferrazoli, R., & Sharma, E. (2025). Elevated IL-6 levels: A key contributor to insulin resistance and glucose dysregulation in type 2 diabetes. American Journal of BioMedicine, 13(1), 19–34. https://doi.org/10.18081/2333-5106/2025.13/19
Sukmawati, T., Ramadania, & Pebrianti, W. (2024). Enhancing patient satisfaction by healthcare service providers: A systematic literature review. Asian Journal of Economics, Business and Accounting, 24(12), 342–356. https://doi.org/10.9734/ajeba/2024/v24i121613
Thakkar, A., Sahoo, S., Saraswat, V., Khurana, J., Jayakumar, S. S., Kumar, A., & Bhanudas Hulwan, A. (2024). Assessing the role of leadership in promoting patient-centered care. Health Leadership and Quality of Life, 3. https://doi.org/10.56294/hl2024.366
Uly, N., Fadli, F., & Iskandar, R. (2022). Relationship between self-care behavior and diabetes self-management education in patients with diabetes mellitus type 2. Open Access Macedonian Journal of Medical Sciences, 10(E), 1648–1651. https://doi.org/10.3889/oamjms.2022.10879
Yuliana, Y., & Aulia, S. (2024). The relationship between therapeutic communication and patient satisfaction at the community health center. Journal of Community Nursing and Primary Care, 1(2), 44–49. https://doi.org/10.63202/jcnpc.v1i2.40
Zhang, M., Du, X., Jia, G., Xia, Q., Xu, Y., Wu, J., He, Y., & Wu, J. (2024). Comparative study on the satisfaction of healthcare service providers with the synergistic development of rural healthcare systems in China: Medical alliance counties vs. non-medical alliance counties. International Journal of Integrated Care, 24, 26. https://doi.org/10.5334/ijic.7677
