Exploring patient satisfaction with nursing services in the adult inpatient unit: a study at Pangkal Pinang Hospital, Bangka Belitung Islands

<ns3:p>Background Patient satisfaction has become a key indicator of healthcare performance, encompassing not only clinical outcomes, but also respectful treatment, effective communication, and adequate facilities. The RSBT Pangkalpinang faces challenges in consistently meeting patient satisfaction expectations in its inpatient department, necessitating continuous evaluation and improvement of service quality. Methodology A quantitative design was implemented with 114 respondents enrolled in the patient satisfaction survey using the modified SERVQUAL questionnaire. Our respondents were adult patients from inpatient departments in the RSBT Pangkalpinang. We purposively chose the respondents based on the criteria that had been built earlier. ANOVA was performed to evaluate the differences between domains in SERVQUAL in shaping patient satisfaction with nursing care quality at RSBT Pangkalpinang. Findings There was a significant difference between SERVQUAL domains. Statistical analysis results indicated only the tangibility domain, which was not significantly different (p-value.052). Four other domains were significant, which means that there was different satisfaction in those domains and needed improvements. Conclusion The SERVQUAL dimensions revealed significant correlations, emphasizing that participants’ perceptions of service quality align with the key domains of tangibility, reliability, responsiveness, assurance, and empathy.</ns3:p>