Patient Satisfaction Analysis Based on Service Quality (SERVQUAL) in Inpatient Unit at Padang Islamic Private Hospital

A review of the Padang Islamic Private Hospital complaint management data from January 2023 to July 2024 revealed that there were 88 complaints, of which 54 cases (61.3%) originated from the inpatient unit. The purpose of this study was to analyze patient satisfaction based on service quality components (Reliability, Responsiveness, Assurance, Tangible, and Empathy) in the inpatient wards. The study was conducted using a mixed method with a sequential explanatory design using a modified SERVQUAL questionnaire for 178 inpatients at Padang Islamic Private Hospital from December 2024 to January 2025. The findings of the research project on the level of patient satisfaction at Padang Islamic Private Hospital, which was based on five dimensions of service quality for inpatient services are highly positive with a value of 90.6%. The fact that the quality of inpatient treatments is quite high, the study comes to the conclusion that they have met the minimal service requirements set by the government. Therefore, in order to preserve the quality of medical services, it is necessary to provide monitoring and evaluation of compliance with the application of Standard Operating Procedures (SOP) that have been established by the hospital. Keywords: Patient Satisfaction, Quality of Service, Service Quality, Importance Performance Analysis