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INCREASING PATIENT SATISFACTION: THE EFFECT OF SERVICE QUALITY,
STANDARD OPERATING PROCEDURES (SOP), AND COMPETENCE,
CASE STUDY AT A HOSPITAL IN JAKARTA
Novianita Rulandari
Institut Ilmu Sosial dan Manajemen STIAMI
Jl. Pangkalan Asem No.55, RT.5/RW.7, Galur, Kec. Cemp. Putih, Central Jakarta City,
Special Capital Region of Jakarta 10530, Indonesia
Email: nov[email protected]
ABSTRACT
Based on patient satisfaction data at Mulyasari Hospital Jakarta January to. In May 2021, patient
satisfaction was found to be 80.34% below 95%, thus requiring improvements in service. Many patients
complain about the lack of facilities, such as parking space, incomplete medical equipment, sloppy
administration, lack of medical personnel, discipline of medical personnel, slow hospital response in
handling complaints, and standard operating procedures (SOP) that are still not optimal. The aim of this
research is to analyze whether there is an influence between service quality, standard operating
procedures, competency of medical personnel, and patient satisfaction. In this research, the sample was
used using the Structural Equation Model (SEM). The number of indicators in this study was 61
indicators, and the sample in this study was 305 people, using an accidental sampling technique. The
research results concluded that there was an influence between Service Quality (X1), Standard Operating
Procedures (SOP) (X2), Competency of Medical Personnel (X3) on Patient Satisfaction (Y).
Keyword: Service quality, SOP, Competence, Customer satisfaction, Hospital
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 CC BY-SA International License.
INTRODUCTION
Public services are a form of service provided by the government to meet the living
needs of its people. Apart from the government being the organizer of public services, it is
also possible for public services to be provided by non-government parties, such as the private
sector or the public. A hospital is a public health service institution that provides complete
individual health services, providing inpatient, outpatient and emergency services. Efforts to
improve the quality of public services in hospitals require the implementation of patient
satisfaction surveys.
Quality health services are health services that can satisfy every service user in
accordance with the average level of satisfaction of the population and are implemented in
accordance with the established code of ethics and service standards (Suhada et al, 2017:
370). Patient satisfaction is an important indicator that must be considered in health services,
because patients remember the service they received, whether good or bad. If a patient once
receives poor service, he will have a bad perception of the hospital. It is not impossible that
if the patient tells bad things to other people indirectly, they will also have a bad perception,
even though it is not necessarily all bad.
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Standards for patient satisfaction in health services are set nationally by the Ministry of
Health. According to the Regulation of the Minister of Health of the Republic of Indonesia
no. 4 of 2019 concerning technical standards for fulfilling basic service quality in minimum
service standards in the health sector for patient satisfaction, namely above 95% (Ministry of
Health, 2019). If health services are found with a patient satisfaction level below 95%, then
it is considered that the health services provided do not meet minimum standards or are of
poor quality. By placing the element of service quality as an important indicator factor, it can
improve the performance and competitiveness of private hospitals amidst increasingly intense
levels of competition. happening right now. To measure patient satisfaction, hospitals can
approach 5 (five) aspects of service quality, namely direct evidence (tangibles), reliability,
responsiveness, assurance and empathy. These five service qualities are very good if they are
continuously pursued and used as indicators at Mulyasari Hospital Jakarta so that patient
satisfaction will be created in totality, quality and quality.
Standard Operating Procedures (SOP) is a guideline or reference for carrying out work
tasks in accordance with the functions and performance assessment tools of government and
non-government agencies, business and non-business, based on technical, administrative and
procedural indicators in accordance with work procedures, work procedures and work system
in the work unit concerned Tjipto Amtoko in (Arnina P. et al, 2016:31). Eight Indicators of
Standard Operating Procedures (SOP) (Tanjung and Subagjo, 2012:33), namely 1.
Convenience and clarity are standardized procedures that can be easily understood and
applied, 2. Efficiency and effectiveness are standardized procedures that are short and fast in
achieving targets work and requires the fewest resources, 3. Alignment is a standardized
procedure in line with other related standard procedures, 4. Measurability is the result and
process of achieving work results that can be measured in quantity and quality, 5. Dynamic
is a standardized procedure that can be adjusted according to service quality needs, 6. User-
oriented (those who are served) are standardized procedures considering user needs, 7. Legal
compliance is a standardized procedure in accordance with statutory regulations, 8. Legal
certainty is a standardized procedure, determined by the leadership as a legal product that is
obeyed, implemented, and becomes an instrument to protect against legal claims.
Competency is the knowledge, skills and abilities mastered by someone who have
become part of themselves, so that they can carry out cognitive, affective and psychomotor
behaviors as well as possible (Safwan et al, 2014: 134). Competencies need to be understood
by medical personnel in carrying out their duties and authority. According to Ruky in
Fadillah, et al (2017), the five competency indicators for patient satisfaction are 1. Personal
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character (traits), 2. Self concept (self concept), 3. Knowledge (knowledge), 4. Skills (skills)
and 5. Motivation work (motives).
Various studies of service quality on patient satisfaction have been carried out. In this
research, the influence of service quality on patient satisfaction was studied by referring to
the results of research conducted by Faizatul Muawanah Zakaria (2017), showing that the
regression coefficient for the service quality variable (B1) was found to be 0.110, which
shows the magnitude of the influence of the service quality variable on patient satisfaction.
The results of the regression coefficient mean that service quality has an influence of 0.110
on patient satisfaction, where the influence is positive (in the same direction).
Al Amin's research, Realize (2019) entitled The Influence of Service Quality and
Standard Operational Procedures on Customer Satisfaction at PT Pos Indonesia in Batam
City shows that the service quality variable (X1) has a significant influence on the customer
satisfaction variable (Y), Standard Operational Procedures (X2 ) has a significant influence
on the customer satisfaction variable (Y) and service quality and Standard Operating
Procedures together have a significant influence on POS customer satisfaction.
The results of Nika Rensi's (2019) research entitled The Influence of Competency of
Medical Personnel and Health Services on Patient Satisfaction at the Poncowati Health
Center, Terbanggi Besar District, Central Lampung Regency, show that there is a positive
and significant influence of the competence of medical personnel and health services together
on patient satisfaction. This can be interpreted that the competence of medical personnel and
the services implemented so far have an influence on patient satisfaction.
Mulyasari Hospital Jakarta is a class C private hospital that provides health services for
the community in the DKI Jakarta area and strives to continuously improve the quality of
services and social functions.
Table 1. Patient Satisfaction Data at Mulyasari Hospital, Jakarta,
January to May 2021
No.
Indicator
January'
21
February
'21
March'
21
April'
21
May'
21
A. Outpatient Services
1
Administration of registration at the
hospital is easy (does not require a
photocopy of the card/KK/KTP file
31,43
60,00
40,00
40,00
37,50
2
Hospitals provide the same services
for all patients
37,14
73,33
50,00
20,00
30,00
3
The specialist doctor arrived as
scheduled
poli
42,86
53,33
50,00
20,00
37,50
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4
You get all the medicine-
medication as prescribed by the doctor
42,86
80,00
40,00
20,00
45,00
5
Services at the hospital are free of
charge
additional (except executive policy or
at your own request)
31,43
40,00
50,00
20,00
35,00
6
Registration queue waiting time
Outpatient treatment at this hospital is
less than 1 hour (the time required
from the time the patient registers in
line with the officerchecker eligibilitas
to get an eligibility number (SEP) until
served by a specialist doctor)
57,14
66,67
50,00
30,00
45,00
7
Hospital officers (administrative
officers,
doctors and nurses) be friendly in
serving you
34,29
60,00
40,00
20,00
25,00
8
hospital officers provide information
and
handle your complaint well
40,00
60,00
40,00
30,00
25,00
9
The doctor gave
good explanation/information
regarding your illness
34,29
46,67
60,00
20,00
32,50
10
You are satisfied with the service at
this Hospital)
40,00
66,67
50,00
40,00
40,00
Total score
39,14
60,67
47,00
26,00
35,25
B. Inpatient Services
1
Hospitals provide services
the same for all patients
40,00
40,00
33,33
33,33
33,33
2
The doctor visits you (visit)
every day while hospitalized
40,00
50,00
40,00
40,00
33,33
3
You get all the medicine-
medication as prescribed by the doctor
40,00
50,00
26,67
40,00
33,33
4
Services at the hospital are free of
charge
additional (unless you upgrade at your
own request)
40,00
40,00
26,67
33,33
33,33
5
The hospital has instructions that
clear information about the
availability of inpatient rooms
40,00
50,00
33,33
46,67
33,33
6
You can easily get a room
inpatient at the Hospital
40,00
50,00
33,33
46,67
33,33
7
Hospital officers (administrative
officers,
doctors and nurses) be friendly in
serving you
40,00
40,00
40,00
33,33
33,33
8
Hospital officers provide information
and
handle your complaint well
33,33
40,00
40,00
40,00
33,33
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9
The doctor gave
good explanation/information
regarding your illness
33,33
60,00
46,67
40,00
33,33
10
You are satisfied with the service at
this Hospital)
33,33
50,00
40,00
40,00
33,33
Total score
38,00
47,00
36,00
39,33
33,33
Patient Satisfaction Score January to. May 2021
Source: Mulyasari Hospital Jakarta, 2021
Based on patient satisfaction data at Mulyasari Hospital Jakarta January to. In May
2021, patient satisfaction was found to be 80.34%, below 95%, meaning that service
improvements are needed at Mulyasari Hospital, Jakarta.
Based on complaints from many patients at Mulyasari Hospital Jakarta regarding the
lack of facilities at Mulyasari Hospital Jakarta, such as parking space which is only enough
for 20 cars, the hospital's medical equipment is not complete, so they are referred to other
hospitals, administrative activities that are not neat and orderly result in long service time,
lack of human resources, ENT specialist doctors and internal medicine specialist doctors for
morning and afternoon schedules, lack of discipline of medical staff, many doctors are late
for practice, doctors don't spend enough time for consultations, hospital response is slow in
handling complaints, suggestions and input from patients, standard operating procedures
(SOP) are still not optimal.
LITERATURE REVIEW
According to Ristiani in Nika Rensi (2019: 142) states that health services are every
effort carried out individually or jointly in an organization to maintain and improve health,
prevent and treating disease and restoring the health of individuals, groups and/or
communities. According to Sharon (2017:64), health service quality is the degree to which
health services for individuals and populations increase the probability of desired health
outcomes and are consistent with current professional knowledge.
Standard Operating Procedures (SOP) is a guideline or reference for carrying out work
tasks in accordance with the functions and performance assessment tools of government and
non-government agencies, business and non-business, based on technical, administrative and
procedural indicators in accordance with work procedures, work procedures and work system
in the work unit concerned Tjipto Amtoko in (Arnina P. et al, 2016:31). According to Safwan
et al (2014: 134), competence is the knowledge, skills and abilities mastered by someone who
has become part of themselves, so that they can carry out cognitive, affective and
psychomotor behaviors as well as possible. Sutrisno and Maryono in Nika Rensi (2019: 145)
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explain that satisfaction is a person's feeling of joy or disappointment that arises after
comparing the product's performance with the desired results.
According to Gerson in Wilhemina Kosnan (2019:2) explains that patient satisfaction
is the patient's perception that their expectations have been met or exceeded. Harfika and
Abdullah (2017:46) stated "patient satisfaction is the level of someone's feelings of
satisfaction regarding the suitability of service quality, expected services, and no complaints,
available services, quality of services and facilities, performance".
The conceptual framework of this research is to look at the influence of Service Quality,
Standard Operating Procedures (SOP), Competency of Medical Personnel on Patient
Satisfaction at Mulyasari Hospital Jakarta. This conceptual framework is shown in Figure 1.
METHOD
In a quantitative research approach, researchers: (1) identify the input and output
variables that are the focus of their attention; (2) eliminate or control 40 variables; (3)
selecting subjects randomly; (4) carry out treatment; and (5) compare the effects of treatments
using certain error limits. If controlling variables is not possible even in the laboratory, control
is carried out by carrying out statistical manipulation. Qualitative research approaches are
carried out by researchers in different ways. Qualitative researchers begin their work by
understanding the symptoms that are the center of their attention. By immersing oneself
(carrying out participant observation) into the field with as open a mind as possible, and
allowing impressions to arise. Next, the researcher checks and rececks from one source
compared with another source until the researcher is satisfied and confident that the
information collected is correct.
Based on the description above, this research uses a quantitative approach because it
focuses on variables and the relationship between one variable and another, explaining
Service Quality
(X1)
H1
H2
Patient Satisfaction
(Y)
Standard Operating
Procedure (SOP) (X2)
H3
Competence of
Medical Personnel
(X3)
H4
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theories through hypotheses using statistical techniques. In this study, several data collection
techniques were used, namely observation, questionnaires and documentation. In this study,
the population was all patients at Mulyasari Hospital, Jakarta.
The number of samples used in this research was adjusted to the analysis method used,
namely the Structural Equation Model (SEM). In the SEM method, the number of samples
required is at least 5 times the number of indicator variables (Ferdinand, 2014). The number
of indicators in this research was 61 indicators. So the sample in this study is 5x61 indicators
= 305 people. The sampling technique used in this research is accidental sampling technique
(taking samples by chance or during research) which is included in Non Probability Sampling.
The research technique used to process data is through the Microsoft Excel & IBM SPSS
(Statistical Product and Service Solution) Statistics 26 computer program.
RESULTS AND DISCUSSION
Based on research results obtained at Mulyasari Hospital Jakarta from December 29
2021 to. January 4 2022, there were 305 respondents consisting of outpatients and inpatients.
Table 2. Respondents Based on Gender
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
Man
119
39.0
39.0
39.0
Woman
186
61.0
61.0
100.0
Total
305
100.0
100.0
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on the table above, the results can be obtained that there were 119 male
respondents (39%) and 186 female respondents (61%) out of 305 people (100%)
Table 3. Respondents Based on Service
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
Outpatient
281
92.1
92.1
92.1
Inpatient
24
7.9
7.9
100.0
Total
305
100.0
100.0
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on the table above, the results obtained were that respondents based on outpatient
services were 281 people (92.1%) and respondents based on inpatient services were 24 people
(7.9%) out of 305 people (100%).
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Table 4. Respondents Based on Patient Type
Frequency
Percent
Valid Percent
Cumulative Percent
Valid
General
67
22.0
22.0
22.0
Insurance company
9
3.0
3.0
24.9
BPJS Health
229
75.1
75.1
100.0
Total
305
100.0
100.0
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on the table above, the results showed that respondents based on patient type
were 67 people (22%), companies/insurers were 9 people (3%), and BPJS Health were 229
people (75.1%) out of 305 people (100%).
Technical Data Analysis
1) Descriptive statistical analysis
Distribution and return of questionnaires will be carried out on December 29 2021
to. January 4 2022. The number of questionnaires returned was 305 respondents or 100%
consisting of outpatients and inpatients. Research using Microsoft Excel & IBM SPSS
computer programs (Statistical Product and Service Solution) Statistics 26 to analyze
existing data.
Table 5. Recap Number of Statements Answered X1
Variable
No
Statement
Recap of Number of Answered Statements
Strongly
Disagree
(STS)
%
Disagree
(TS)
%
Doubtful
(RR)
%
Agree
(S)
%
Strongly
Agree
(SS)
%
QUALITY
OF SERVICE
(X1)
1
P1
6
2%
24
8%
28
9%
202
66%
45
15%
2
P2
5
2%
23
8%
15
4%
207
68%
55
18%
3
P3
0
0%
0
0%
9
3%
232
76%
64
21%
4
P4
0
0%
25
8%
10
3%
210
69%
60
20%
5
P5
0
0%
15
5%
13
4%
210
69%
67
22%
6
P6
0
0%
0
0%
5
2%
221
72%
79
26%
7
P7
0
0%
19
6%
9
3%
200
66%
77
25%
8
P8
0
0%
1
0%
5
2%
217
71%
82
27%
9
P9
0
0%
14
5%
6
2%
209
69%
76
25%
10
P10
0
0%
1
0%
3
1%
223
73%
78
26%
11
P11
0
0%
2
1%
4
1%
234
77%
65
21%
12
P12
0
0%
0
0%
7
2%
226
74%
72
24%
13
P13
0
0%
1
0%
4
1%
228
75%
72
24%
14
P14
0
0%
7
2%
4
1%
218
71%
76
25%
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15
P15
0
0%
4
1%
7
2%
216
71%
78
26%
Sub Amount (X1)
11
4%
136
45%
129
42%
3253
1067%
1046
343%
Source: Processed questionnaire results, 2022 (processed by the author)
Information:
1. P1 = The medical equipment used is modern
2. P2 = Availability of adequate physical facilities such as buildings, parking lots,
toilets and waiting rooms
3. P3 = Medical personnel and hospital employees have a neat & polite appearance
4. P4 = Medical personnel arrive on time
5. P5 = Administrative activities are neat and orderly
6. P6 = The diagnosis given by medical personnel is accurate
7. P7 = Medical personnel and hospital employees respond quickly to patient
complaints
8. P8 = The willingness of medical personnel and hospital employees to help patients is
good
9. P9 = Medical personnel and hospital employees are available and according to the
predetermined schedule
10. P10 = The seriousness of medical personnel and hospital employees in serving patients is
good
11. P11 = The security and comfort provided by hospital employees is good
12. P12 = Medical personnel and rs officers wear personal protective equipment (PPE) properly
13. P13 = Hospital employees have a sense of concern for patients
14. P14 = Hospital staff understand what patients need
15. P15 = Hospital staff are easy to contact during services, especially inpatient services
Table 6. Descriptive Service Quality Research (X1) Descriptive Statistics
N
Range
Minimum
Maximum
Mean
Std. Deviation
Variance
X1.1
305
4
1
5
3.84
.841
.708
X1.2
305
4
1
5
3.93
.822
.676
X1.3
305
2
3
5
4.18
.456
.208
X1.4
305
3
2
5
4.00
.748
.559
X1.5
305
3
2
5
4.08
.674
.454
X1.6
305
2
3
5
4.24
.466
.217
X1.7
305
3
2
5
4.10
.723
.523
X1.8
305
3
2
5
4.25
.489
.239
X1.9
305
3
2
5
4.14
.659
.435
X1.10
305
3
2
5
4.24
.471
.222
X1.11
305
3
2
5
4.19
.467
.218
X1.12
305
2
3
5
4.21
.463
.214
X1.13
305
3
2
5
4.22
.465
.216
X1.14
305
3
2
5
4.19
.565
.319
X1.15
305
3
2
5
4.21
.538
.289
Valid
N
(listwi
se)
305
Source: IBM SPSS 26 output, 2022 (processed by the author)
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Table 7. Recap Number of Statements Answered X2
Variable
No
Statement
Recap of Number of Answered Statements
Strongly
Disagree
(STS)
%
Disagree
(TS)
%
Doubtful
(RR)
%
Agree
(S)
%
Strongly
Agree (SS)
%
Standard
Operating
Procedures
(SOP) (X2)
1
P1
5
2%
26
9%
18
6%
184
60%
72
24%
2
P2
3
1%
14
5%
16
5%
207
68%
65
21%
3
P3
0
0%
0
0%
17
6%
225
74%
63
21%
4
P4
0
0%
12
4%
9
3%
219
72%
65
21%
5
P5
0
0%
3
1%
9
3%
224
73%
69
23%
6
P6
0
0%
1
0%
12
4%
225
74%
67
22%
7
P7
0
0%
1
0%
11
4%
220
72%
73
24%
8
P8
0
0%
2
1%
12
4%
212
70%
79
26%
9
P9
0
0%
2
1%
14
5%
213
70%
76
25%
10
P10
0
0%
5
2%
11
4%
213
70%
76
25%
11
P11
0
0%
8
3%
11
4%
209
69%
77
25%
12
P12
0
0%
3
1%
12
4%
212
70%
78
26%
13
P13
0
0%
3
1%
8
3%
213
70%
81
27%
14
P14
0
0%
1
0%
11
4%
221
72%
72
24%
15
P15
0
0%
0
0%
8
3%
218
71%
79
26%
16
P16
0
0%
0
0%
8
3%
217
71%
80
26%
17
P17
0
0%
2
1%
6
2%
203
67%
94
31%
Sub Jumlah (X2)
8
3%
83
27%
193
63%
3635
1192%
1266
415%
Source: Processed questionnaire results, 2022 (processed by the author)
Information:
1. P1 = Standardized procedures are short and fast
2. P2 = Standardized procedures are easy to understand & apply
3. P3 = Utilize technology
4. P4 = Doing & completing work correctly & precisely
5. P5 = Medical personnel provide effective services
6. P6 = The procedures implemented are in line with other work standards
7. P7 = Standardized procedures are in line with other related standard procedures
8. P8 = RS employees are able to achieve results based on quantity and quality
9. P9 = The work results of RS employees can be measured in both quantity and quality
10. P10 = Procedures carried out are in accordance with standard service requirements
11. P11 = Procedures carried out in accordance with the ability of rs officers
12. P12 = Standardized procedures in accordance with the capabilities of RS employees
13. P13 = Standardized procedures according to patient needs
14. P14 = The procedures implemented are in accordance with statutory regulations
15. P15 = The SOP rules that have been determined do not violate statutory regulations
16. P16 = The procedures that have been implemented by the hospital leadership are in
accordance with the SOP Law
17. P17 = Rules that have been set by rs are obeyed and implemented by rs officers
Table 8. Descriptive Research SOP (X2)
Descriptive Statistics
N
Range
Minimum
Maximum
Mean
Std.
Deviation
Variance
X2.1
305
4
1
5
3.96
.886
.784
X2.2
305
4
1
5
4.04
.733
.538
X2.3
305
2
3
5
4.15
.490
.240
X2.4
305
3
2
5
4.10
.625
.390
X2.5
305
3
2
5
4.18
.514
.265
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X2.6
305
3
2
5
4.17
.493
.243
X2.7
305
3
2
5
4.20
.501
.251
X2.8
305
3
2
5
4.21
.532
.283
X2.9
305
3
2
5
4.19
.535
.286
X2.10
305
3
2
5
4.18
.565
.319
X2.11
305
3
2
5
4.16
.606
.368
X2.12
305
3
2
5
4.20
.545
.297
X2.13
305
3
2
5
4.22
.533
.284
X2.14
305
3
2
5
4.19
.499
.249
X2.15
305
2
3
5
4.23
.481
.232
X2.16
305
2
3
5
4.24
.483
.234
X2.17
305
3
2
5
4.28
.528
.279
Valid N
(listwise)
305
Source: IBM SPSS 26 output, 2022 (processed by the author)
Table 9. Recap Number of Statements Answered X3
Variable
No
Statement
Recap of Number of Answered Statements
Strongly
Disagree
(STS)
%
Disagree
(TS)
%
Doubtful
(RR)
%
Agree (S)
%
Strongly
Agree
(SS)
%
MEDICAL
PERSONNEL
COMPETENC
E (X3)
1
P1
0
0%
0
0%
2
1%
228
75%
75
25%
2
P2
0
0%
0
0%
3
1%
225
74%
77
25%
3
P3
0
0%
10
3%
12
4%
212
70%
71
23%
4
P4
0
0%
0
0%
5
2%
217
71%
83
27%
5
P5
0
0%
0
0%
3
1%
214
70%
88
29%
6
P6
0
0%
5
2%
5
2%
202
66%
93
30%
7
P7
0
0%
0
0%
3
1%
209
69%
93
30%
8
P8
0
0%
0
0%
4
1%
212
70%
89
29%
9
P9
0
0%
0
0%
15
5%
205
67%
85
28%
10
P10
0
0%
1
0%
20
7%
197
65%
87
29%
Sub Jumlah (X3)
0
0%
16
5%
72
24%
2121
695%
841
276%
Source: Processed questionnaire results, 2022 (processed by the author)
Information:
1. P1 = doctors are always friendly to patients and their families
2. P2 = the doctor is patient with the patient and his family
3. P3 = doctors help patients outside existing procedures
4. P4 = doctors have good self-confidence
5. P5 = doctors have sufficient knowledge in their field
6. P6 = doctor actively gives good ideas/suggestions to patients
7. P7 = doctors have sufficient skills in their field
8. P8 = the doctor can complete the job well
9. P9 = doctors have high work morale
10. P10 = doctors have high creativity
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Table 10. Descriptive Research on Competency of Medical Personnel (X3)
Descriptive Statistics
N
Range
Minimum
Maximum
Mean
Std.
Deviation
Variance
X3.1
305
2
3
5
4.24
.443
.196
X3.2
305
2
3
5
4.24
.452
.204
X3.3
305
3
2
5
4.13
.623
.388
X3.4
305
2
3
5
4.26
.473
.224
X3.5
305
2
3
5
4.28
.471
.221
X3.6
305
3
2
5
4.26
.568
.323
X3.7
305
2
3
5
4.30
.478
.228
X3.8
305
2
3
5
4.28
.477
.228
X3.9
305
2
3
5
4.23
.525
.276
X3.10
305
3
2
5
4.21
.565
.320
Valid N (listwise)
305
Source: IBM SPSS 26 output, 2022 (processed by the author)
Table 11. Recap of Number of Answered Statements Y
Variable
No
Statement
Recap of Number of Answered Statements
Strongly
Disagree
(STS)
%
Disagree
(TS)
%
Doubtful
(RR)
%
Agree
(S)
%
Strongly
Agree (SS)
%
PATIENT
SATISFA
CTION
(Y)
1
P1
0
0%
5
2%
17
6%
224
73%
59
19%
2
P2
0
0%
11
4%
12
4%
224
73%
58
19%
3
P3
0
0%
20
7%
7
2%
224
73%
54
18%
4
P4
0
0%
1
0%
9
3%
235
77%
60
20%
5
P5
1
0%
18
6%
7
2%
217
71%
62
20%
6
P6
0
0%
13
4%
6
2%
226
74%
60
20%
7
P7
0
0%
26
9%
8
3%
211
69%
60
20%
8
P8
0
0%
0
0%
4
1%
242
79%
59
19%
9
P9
0
0%
2
1%
9
3%
227
74%
67
22%
10
P10
0
0%
0
0%
4
1%
237
78%
64
21%
11
P11
0
0%
10
3%
5
2%
226
74%
64
21%
12
P12
0
0%
0
0%
1
0%
232
76%
72
24%
13
P13
0
0%
1
0%
3
1%
235
77%
66
22%
14
P14
0
0%
5
2%
1
0%
230
75%
69
23%
15
P15
0
0%
0
0%
4
1%
228
75%
73
24%
16
P16
0
0%
0
0%
4
1%
238
78%
63
21%
17
P17
5
2%
40
13%
4
1%
191
63%
65
21%
18
Q18
1
0%
4
1%
15
5%
219
72%
66
22%
19
P19
0
0%
0
0%
5
2%
239
78%
61
20%
Sub Jumlah (Y)
7
2%
140
46%
96
31%
3857
1265%
1085
356%
Source: Processed questionnaire results, 2022 (processed by the author)
Information:
1. P1 = Disclosure of information regarding RS service requirements
2. P2 = Hospital service requirements are clear
3. P3 = Ease of RS requirements, both administrative and technical
4. P4 = Open hospital service procedures
5. P5 = Simplicity of service procedures that are not complicated
6. P6 = Accuracy of administrative officers in providing services
7. P7 = Accuracy of schedule/time of doctor's services
8. P8 = For BPJS Health patients, services at hospitals do not incur additional costs
(except for executive polyclinics or at your own request)
9. P9 = The service costs incurred are affordable
10. P10 = Conformity between the services received and the applicable provisions
11. P11 = Match between the services received and the services required is ideal
12. P12 = Doctor's ability to provide services
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1417
13. P13 = Hospital staff's ability to provide services
14. P14 = Hospital officers provide polite and friendly service
15. P15 = Justice in providing services
16. P16 = Facilities for filing complaints are available
17. P17 = Response in response to complaints, suggestions and input quickly
18. P18 = Comfort in the nursing room
19. P19 = Availability of inpatient facilities
Table 12. Descriptive Research on Patient Satisfaction (Y)
Descriptive Statistics
N
Range
Minimum
Maximum
Mean
Std.
Deviation
Variance
Y.1
305
3
2
5
4.10
.552
.305
Y.2
305
3
2
5
4.08
.607
.369
Y.3
305
3
2
5
4.02
.681
.463
Y.4
305
3
2
5
4.16
.463
.214
Y.5
305
4
1
5
4.05
.700
.491
Y.6
305
3
2
5
4.09
.616
.380
Y.7
305
3
2
5
4.00
.752
.566
Y.8
305
2
3
5
4.18
.418
.175
Y.9
305
3
2
5
4.18
.495
.245
Y.10
305
2
3
5
4.20
.430
.185
Y.11
305
3
2
5
4.13
.585
.342
Y.12
305
2
3
5
4.23
.431
.186
Y.13
305
3
2
5
4.20
.447
.200
Y.14
305
3
2
5
4.19
.510
.260
Y.15
305
2
3
5
4.23
.449
.202
Y.16
305
2
3
5
4.19
.428
.183
Y.17
305
4
1
5
3.89
.943
.889
Y.18
305
4
1
5
4.13
.576
.331
Y.19
305
2
3
5
4.18
.428
.183
Valid N
(listwis
e)
305
Source: IBM SPSS 26 output, 2022 (processed by the author)
Table 13. Normality Test X1, X2, X3-YOne-Sample Kolmogorov-Smirnov Test
Unstandardized Residual
N
305
Normal Parameters
a,b
Mean
.00
Std. Deviation
4.319
Most Extreme Differences
Absolute
.070
Positive
.070
Negative
-.059
Test Statistic
.070
Asymp. Sig. (2-tailed)
.001
c
Monte Carlo Mr. (2-tailed)
Say.
.095
d
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99% Confidence Lower
Interval Bound
Upper
Bound
.087
.102
a. Test distribution is Normal.
b. Calculated from data.
c. Lilliefors Significance Correction.
d. Based on 10000 sampled tables with starting seed 299883525.
Source: IBM SPSS 26 output, 2022 (processed by the author)
Graph 1. Histogram Normality Test Results
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on table 4.24. and graph 4.1. above, the significance value of variables X1,
2) Multicollinearity Test
Table 14. Multicollinearity Test Results
Coefficients
a
Unstandardized
Coefficients
Standardized
Coefficients
Beta
t
Say.
Collinearity
Statistics
Model B
Std. Error
Tolerance
VIF
1
(Constant)
10.015
3.211
3.119
.002
Service quality
.354
.057
.305
6.180
.000
.532
1.879
SOP
.362
.053
.350
6.878
.000
.501
1.994
Competence
Medical personnel
.491
.078
.272
6.307
.000
.699
1.431
a. Dependent Variable: Patient Satisfaction
Source: IBM SPSS 26 output, 2022 (processed by the author)
Table 15. Drawing Conclusions on Multicollinearity Tests
Variable
Drawing
Conclusions
Multicolline
arity Test
Results
Conclusion
Tolerance
VIF
X1
0,532
1,879
Tolerance >
0.1 & VIF < 10
there is no
multicollinearity
X2
0,501
1,994
Tolerance >
0.1 & VIF < 10
there is no
multicollinearity
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X3
0,699
1,431
Tolerance >
0.1 & VIF < 10
there is no
multicollinearity
Source: IBM SPSS 26 output, 2022 (processed by the author)
So based on the table above, the influence of service quality (X1), standard operating
procedures (SOP) (X2) and medical personnel competency (X3) on patient satisfaction (Y)
has no multicollinearity.
Table 16. Autocorrelation Test Results
Model Summary
b
Model R
R Square
Adjusted R
Square
Std. Error of
the Estimate
Durbin-
Watson
1
.780
a
.609
.605
4.61073
1.924
a. Predictors: (Constant), Competency of Medical Personnel, Quality of Service, SOP
b. Dependent Variable: Patient Satisfaction
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on the table above, the D-W value is 1.924, this value will be compared with the
significance table value of 5% with a sample size of 305 (n) and a number of independent
variables of 3 (k=3), then a dU value of 1.824 is obtained and a D-W value of 1.924 is more
than dU 1.824 and less than (4-dU) or 4- 1.824 = 2.176 (dU < D-W < 4-dU). So we can
Conclude that there is no autocorrelation in the data.
The heteroscedasticity test results obtained are as follows:
Table 17. Heteroscedasticity Test Results
Coefficients
a
Unstandardized
Coefficients
Standardized
Coefficients
Beta
t
Say.
Model B
Std. Error
1
(Constant)
-1.333
2.233
-.597
.551
Service quality
-.057
.040
-.111
-1.427
.155
SOP
.037
.037
.080
1.003
.317
Competency of
Medical Personnel
.130
.054
.163
2.398
.017
a. Dependent Variable: Patient Satisfaction
Source: IBM SPSS 26 output, 2022 (processed by the author)
From the calculation results, the significance value of Service Quality, SOP and
competency of medical personnel is more than 0.05, respectively, service quality is 0.155,
SOP is 0.317 and competency of medical personnel is 0.017, so it can be concluded that there
are no symptoms of heteroscedasticity in the regression model used.
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Table 18. t Test Results (Partial)
Coefficients
a
Unstandardized
Coefficients
Standardized
Coefficients
Beta
t
Say.
Model B
Std. Error
1
(Constant)
10.015
3.211
3.119
.002
Service quality
.354
.057
.305
6.180
.000
SOP
.362
.053
.350
6.878
.000
Competency of
Medical Personnel
.491
.078
.272
6.307
.000
a. Dependent Variable: Patient Satisfaction
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on the table above, the calculated t value is compared with the t table value at a
significance of 0.05 (α = 5%), to obtain the t table it can be calculated using the formula df = n-
k-1. With a number of variables of 3 or "k"=3 and a sample size of 305 or "n"=305, the results
obtained for the t table (df=305-3-1) =301 were 1.968, the following conclusions were obtained:
a) Service quality (X1) has a sig value of 0.000 < 0.05, or t count 6.180 > t table 1.968,
so there is an influence of the variable X1 on Y
b) Standard Operating Procedures (SOP) (X2) sig value 0.000 < 0.05, or t count 6.878 >
t table 1.968 then there is an influence of the variable X2 on Y
c) The competency of medical personnel (X3) has a sig value of 0.000 < 0.05, or t count
6.307 > t table 1.968, so there is an influence of X3 on Y
Table 19. ANOVA Test Results X1 against Y
ANOVA
a
Model Sum of Squares
df
Mean Square
F
Say.
1
Regression
7300.154
1
7300.154
243.849
.000b
Residual
9070.974
303
29.937
Total
16371.128
304
a. Dependent Variable: Patient Satisfaction
b. Predictors: (Constant), Service Quality
Based on the table above, it is known that the significance value of F table = F (K;N- K)
= F(3,302) = 2.63 for the influence of so it can be concluded that H1 is accepted, which means
there is an influence of X1 on Y.
Table 20. Termination Coefficient X1 against Y
Model Summary
Model R
R Square
Adjusted R
Square
Std. Error of the
Estimate
1
.668a
.446
.444
5.471
a. Predictors: (Constant), Service Quality
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Based on the table above, it is known that the R Square value is 0.446, this means that the
influence of the Service Quality variable (X1) on the Patient Satisfaction variable (Y) is 44.6%
while the remaining 55.4% is influenced by other variables which are not included. within the
conceptual framework of this research.
Table 21. ANOVA Test Results X2 on Y
ANOVA
a
Model Sum of Squares
df
Mean Square
F
Say.
1
Regression
7904.791
1
7904.791
282.903
.000b
Residual
8466.337
303
27.942
Total
16371.128
304
a. Dependent Variable: Patient Satisfaction
b. Predictors: (Constant), SOP
Based on the table above, it is known that the significance value of F table = F (K; N- K)
= F (3,302) = 2.63 for the influence of X2 on Y is 0.000
< 0.05 and the calculated F value is 282.903 > F table 2.63, so it can be concluded that H2
is accepted, which means there is an influence of X2 on Y.
Table 22. Termination Coefficient X2 against Y
Model Summary
Model R
R Square
Adjusted R
Square
Std. Error of the
Estimate
1
.695a
.483
.481
5.286
a. Predictors: (Constant), SOP
Based on the table above, it is known that the R Square value is 0.483, this means that the
influence of the Standard Operating Procedure variable (X2), on the Patient Satisfaction variable
(Y) is 48.3% while the remaining 51.7% is influenced by other variables that are not included in
the conceptual framework of this research.
Table 23. ANOVA Test Results X3 on Y
ANOVAa
Model Sum of Squares
df
Mean Square
F
Say.
1
Regression
5877.761
1
5877.761
169.723
.000b
Residual
10493.367
303
34.632
Total
16371.128
304
a. Dependent Variable: Patient Satisfaction
b. Predictors: (Constant), Competency of Medical Personnel
Based on the table above, it is known that the significance value of F table = F (K;N- K)
= F(3,302) = 2.63 for the influence of so it can be concluded that H3 is accepted, which means
there is an influence of X3 on Y.
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1422
Table 24. Termination Coefficient X3 against Y
Model Summary
Model R
R Square
Adjusted R
Square
Std. Error of the
Estimate
1
.599a
.359
.357
5.885
a. Predictors: (Constant), Competency of Medical Personnel
Based on the table above, it is known that the R Square value is 0.359, this means that the
influence of the Standard Operating Procedure (SOP) variable (X2), on the Patient Satisfaction
variable (Y) is 35.9% while the remaining 64.1% is influenced by the variable others that are
not included in the conceptual framework of this research.
Table 25. Hasil Uji F (Simultan) X1, X2, X3 terhadap Y
ANOVA
a
Model Sum of Squares
df
Mean Square
F
Say.
1
Regression
9979.667
3
3326.556
156.661
.000b
Residual
6391.461
301
21.234
Total
16371.128
304
a. Dependent Variable: Patient Satisfaction
b. Predictors: (Constant), Competency of Medical Personnel, Quality of Service, SOP
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on the table above, it is known that the significance value of F table = F (K;N- K)
= F(3,302) = 2.63 for the influence of X1, > F table 2.63, so it can be concluded that H4 is
accepted, which means there is a simultaneous influence of X1, X2 and X3 on Y.
Table 26. Termination Coefficients X1, X2, X3 against Y
Model Summary
Model R
R Square
Adjusted R
Square
Std. Error of the
Estimate
1
.781a
.610
.606
4.60805
a. Predictors: (Constant), Competency of Medical Personnel, Quality
of Service, SOP
Source: IBM SPSS 26 output, 2022 (processed by the author)
Based on the table above, it is known that the R Square value is 0.610, this means that the
influence of the Service Quality (X1), SOP (X2) and Medical Personnel Competency (X3)
variables simultaneously (together) on the Patient Satisfaction variable (Y) is equal to 61% while
the remaining 39% is influenced by other variables that are not included in the conceptual
framework of this research.
Based on the results of the t test (partial) and the results of the F test (simultaneous) above,
it can be concluded that the results of the hypothesis test are as follows:
AoEJ: Academy of Education Journal
Vol. 14 No. 2 Tahun 2023
1423
There is an influence of service quality (X1) on patient satisfaction (Y).
To test the truth of this hypothesis, the F test and t test (partial) were carried out to find out
that there was an influence of the value α = 0.05. If the sig value is <0.05 or calculated F > F
table, then Ho is rejected and Ha is accepted, then it is known that the calculated F value is
243.849 > F table 2.63, then the Service Quality variable (X1) has a significant effect on Patient
Satisfaction (Y). The R Square value is 0.446, this means that the influence of the Service
Quality variable (X1) on the Patient Satisfaction variable (Y) is 44.6% while the remaining
55.4% is influenced by other variables which are not included in the research concept
framework. This.
Based on table 4.29. The results of the t test (partial) showed that service quality (X1) had
a sig value of 0.000 < 0.05, or t count 6.180 > t table 1.968, so there was an influence of the
service quality variable (X1) on patient satisfaction (Y).
There is an influence of Standard Operating Procedures (SOP) (X2) on Patient
Satisfaction (Y).
To test the truth of this hypothesis, the F test and t test (partial) were carried out to find out
that there was an influence of the value α = 0.05. If the sig value is <0.05 or calculated F > F
table, then Ho is rejected and Ha is accepted, then it is known that the calculated F value is
282.903 > F table 2.63, then the Standard Operating Procedure (SOP) variable (X2) has a
significant effect on Patient Satisfaction (Y).
R Square is 0.483, this means that the influence of the Standard Operating Procedure
variable (X2), on the Patient Satisfaction variable (Y) is 48.3% while the remaining 51.7% is
influenced by other variables which are not included in the research concept framework This.
Based on table 4.29. The results of the t test (partial) showed that the Standard Operating
Procedure (SOP) (X2) had a sig value of 0.000 <0.05, or t count 6.878>t table is 1.968, so there
is an influence of the variable Influence of Standard Operating Procedures (SOP) (X2) on Patient
Satisfaction (Y).
There is an influence of medical personnel competency (X3) on patient satisfaction (Y).
To test the truth of this hypothesis, an F test was carried out, to find out that there was an
influence of the value α = 0.05. If the sig value is <0.05 or calculated F > F table, then Ho is
rejected and Ha is accepted, then it is known that the calculated F value is 169.723 > F table
2.63, then the Medical Personnel Competency variable (X3) has a significant effect on Patient
Satisfaction (Y).
AoEJ: Academy of Education Journal
Vol. 14 No. 2 Tahun 2023
1424
The R Square value is 0.359, this means that the influence of the Standard Operating
Procedure (SOP) variable (X2), on the Patient Satisfaction variable (Y) is 35.9% while the
remaining 64.1% is influenced by other variables which are not included within the conceptual
framework of this research.
Based on table 4.29. The results of the t test (partial) showed that the competency of
medical personnel (X3) had a sig value of 0.000 < 0.05, or t count 6.307 > t table 1.968, so there
was an influence of medical personnel competency (X3) on patient satisfaction (Y).
There is an influence of Service Quality (X1), Standard Operating Procedures (SOP) (X2),
Competency of Medical Personnel (X3) together on patient satisfaction (Y).
a. The influence of X1,
b. The influence of the Service Quality (X1), SOP (X2) and Medical Personnel
Competency (X3) variables simultaneously (together) on the Patient Satisfaction
variable (Y) is 61% while the remaining 39% is influenced by other variables not
included in conceptual framework of this research.
DISCUSSION
Based on the results of the hypothesis testing that has been put forward, it can be revealed
the influence of Service Quality (X1), Standard Operating Procedures (SOP) (X2), Competency
of Medical Personnel (X3) on Patient Satisfaction (Y) as follows:
1. The Effect of Service Quality (X1) on Patient Satisfaction (Y)
To test the truth of this hypothesis, the F test and t test (partial) were carried out to find out
that there was an influence of the value α = 0.05. If the sig value is <0.05 or calculated F
> F table, then Ho is rejected and Ha is accepted, then it is known that the calculated F
value is 243.849 > F table 2.63, then the Service Quality variable (X1) has a significant
effect on Patient Satisfaction (Y). The R Square value is 0.446, this means that the
influence of the Service Quality variable (X1) on the Patient Satisfaction variable (Y) is
44.6% while the remaining 55.4% is influenced by other variables which are not included
in the research concept framework. This.Based on table 4.29. The results of the t test
(partial) showed that service quality (X1) had a sig value of 0.000 < 0.05, or t count 6.180
> t table 1.968, so there was an influence of the service quality variable (X1) on patient
satisfaction (Y). This research is in line with previous research by Jusmawi Bustan (2012),
Meutia Dewi (2016), Kiky Jenitha Rosalia & Ni Ketut Purnawati (2018), Wilhemina
Kosnan (2019).
AoEJ: Academy of Education Journal
Vol. 14 No. 2 Tahun 2023
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2. The Influence of Standard Operating Procedures (SO) (X2) on Patient Satisfaction (Y)
To test the truth of this hypothesis, the F test and t test (partial) were carried out to find out
that there was an influence of the value α = 0.05. If the sig value is <0.05 or calculated F
> F table, then Ho is rejected and Ha is accepted, then it is known that the calculated F
value is 282.903 > F table 2.63, then the Standard Operating Procedure (SOP) variable
(X2) has a significant effect on Patient Satisfaction (Y). R Square is 0.483, this means that
the influence of the Standard Operating Procedure variable (X2), on the Patient
Satisfaction variable (Y) is 48.3% while the remaining 51.7% is influenced by other
variables which are not included in the research concept framework This. Based on table
4.29. The results of the t test (partial) showed that the Standard Operating Procedure (SOP)
(X2) had a sig value of 0.000 <0.05, or t count 6.878>t table is 1.968, so there is an
influence of the variable Influence of Standard Operating Procedures (SOP) (X2) on
Patient Satisfaction (Y). This research is in line with previous research by Al Amin &
Realize (2019), Ratna, Endang Meiliani (2018).
3. Influence of Medical Personnel Competency (X3) on Patient Satisfaction (Y)
To test the truth of this hypothesis, an F test was carried out, to find out that there was an
influence of the value α = 0.05. If the sig value is <0.05 or calculated F > F table, then Ho
is rejected and Ha is accepted, then it is known that the calculated F value is 169.723 > F
table 2.63, then the Medical Personnel Competency variable (X3) has a significant effect
on Patient Satisfaction (Y). The R Square value is 0.359, this means that the influence of
the Standard Operating Procedure (SOP) variable (X2), on the Patient Satisfaction variable
(Y) is 35.9% while the remaining 64.1% is influenced by other variables which are not
included within the conceptual framework of this research. Based on table 4.29. The results
of the t test (partial) showed that the competency of medical personnel (X3) had a sig value
of 0.000 <0.05, or t count 6.307>t table is 1.968, so there is an influence of Medical
Personnel Competency (X3) on Patient Satisfaction (Y). This research is in line with
previous research by Nika Rensi (2019)
4. Influence of Service Quality (X1), Standard Operating Procedures (SOP) (X2),
Competency of Medical Personnel (X3) on Patient Satisfaction (Y)
Through the F test (Simultaneous) the influence of X1, X3 simultaneously on Y. The
influence of the variables Quality of Service (X1), SOP (X2) and Competency of Medical
Personnel (X3) simultaneously (together) on the variable Patient Satisfaction (Y) is 61%
while the remaining 39% is influenced by other variables not included in the conceptual
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Vol. 14 No. 2 Tahun 2023
1426
framework of this research.
CONCLUSION
Based on the results of the research and discussion that have been described, it can be
concluded as follows:
1. The Influence of Service Quality (X1) on Patient Satisfaction (Y) Through the F test and
t test (partial), to find out that there is an influence of the value α = 0.05. If the sig value
is <0.05 or calculated F > F table, then Ho is rejected and Ha is accepted, then it is known
that the calculated F value is 243.849 > F table 2.63, then the Service Quality variable
(X1) has a significant effect on Patient Satisfaction (Y) . The R Square value is 0.446,
this means that the influence of the Service Quality variable (X1) on the Patient
Satisfaction variable (Y) is 44.6% while the remaining 55.4% is influenced by other
variables which are not included in the research concept framework. This. Through the
results of the t test (partial), it was found that service quality (X1) had a sig value of
0.000 < 0.05, or t count 6.180 > t table 1.968, so there was an influence of the service
quality variable (X1) on patient satisfaction (Y).
2. The Influence of Standard Operating Procedures (SO) (X2) on Patient Satisfaction (Y)
Through the F test and t test (partial), to find out that there is an influence of the value α
= 0.05. If the sig value is <0.05 or calculated F > F table, then Ho is rejected and Ha is
accepted, then it is known that the calculated F value is 282.903 > F table 2.63, then the
Standard Operating Procedure (SOP) variable (X2) has a significant effect on Patient
Satisfaction (Y). R Square is 0.483, this means that the influence of the Standard
Operating Procedure variable (X2), on the Patient Satisfaction variable (Y) is 48.3%
while the remaining 51.7% is influenced by other variables which are not included in the
research concept framework This. Through the results of the t test (partial), it is found
that the Standard Operating Procedures (SOP) (X2) has a sig value of 0.000 < 0.05, or t
count 6.878 > t table 1.968, so there is an influence of the variable Influence of Standard
Operating Procedures (SOP) (X2) on Satisfaction Patient (Y).
3. Influence of Medical Personnel Competency (X3) on Patient Satisfaction (Y)
To test the truth of this hypothesis, an F test was carried out, to find out that there was
an influence of the value α = 0.05. If the sig value is <0.05 or calculated F > F table, then
Ho is rejected and Ha is accepted, then it is known that the calculated F value is 169.723
> F table 2.63, then the Medical Personnel Competency variable (X3) has a significant
AoEJ: Academy of Education Journal
Vol. 14 No. 2 Tahun 2023
1427
effect on Patient Satisfaction (Y) . The R Square value is 0.359, this means that the
influence of the Standard Operating Procedure (SOP) variable (X2), on the Patient
Satisfaction variable (Y) is 35.9% while the remaining 64.1% is influenced by other
variables which are not included within the conceptual framework of this research.
Through the results of the t test (Partial), it was found that the Competency of medical
personnel (X3) had a sig value of 0.000 < 0.05, or t count 6.307 > t table 1.968, so there
was an influence of Competency of Medical Personnel (X3) on Patient Satisfaction (Y).
4. Influence of Service Quality (X1), Standard Operating Procedures (SOP) (X2),
Competency of Medical Personnel (X3) on Patient Satisfaction (Y)
Through the F test (Simultaneous) the influence of X1, X3 simultaneously on Y. The
influence of the variables Quality of Service (X1), SOP (X2) and Competency of
Medical Personnel (X3) simultaneously (together) on the variable Patient Satisfaction
(Y) is 61% while the remaining 39% is influenced by other variables not included in the
conceptual framework of this research.
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