Service Quality as a Predictor of Patients' Psychological Satisfaction: An Expectation Confirmation Perspective
Kata Kunci:
consumer vulnerability, expectation, health psychology, patient satisfaction, service qualityAbstrak
Patient satisfaction is frequently treated as a managerial indicator, although it is essentially a psychological construct formed by comparing service perceptions against prior expectations. This study examined service quality as a predictor of patients' psychological satisfaction. Using a quantitative causal-associative design, 105 patients of a private hospital aged 17–60 years were recruited through accidental sampling. Perceived service quality was measured with eight performance-only items covering the five SERVQUAL domains, and psychological satisfaction with six items; both scales were valid and reliable (α = .875 and .871). Simple linear regression yielded Y = 4.216 + 0.651X and explained 74.4% of the variance in satisfaction (β = .863; t = 17.317; p < .001). Descriptive analysis revealed a marked internal asymmetry: facility cleanliness obtained the highest mean (M = 4.27), whereas service timeliness obtained the lowest (M = 2.70), below the scale midpoint. This pattern indicates that physical facilities are easier to standardise than the interpersonal and temporal aspects that address the emotional needs of ill, vulnerable patients. The findings position patient satisfaction as an object of health-psychology inquiry and suggest that interpersonal communication training and expectation management are more strategic than facility investment alone.
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