THE EFFECT OF SERVICE EXPERIENCE AND PERCEIVED VALUE ON PATIENT SATISFACTION AT PELAMONIA HOSPITAL, MAKASSAR
DOI:
https://doi.org/10.18623/rvd.v23.n1.4269Keywords:
Service Experience, Perceived Value, Patient Satisfaction, Pelamonia Hospital MakassarAbstract
Patient satisfaction is a critical indicator of hospital service quality and is shaped by patients’ service experience and perceived value; however, satisfaction surveys conducted at Pelamonia Hospital, Makassar, in 2022–2023 reported levels of 87.24% and 89.87%, respectively, which remain below the Indonesian Ministry of Health benchmark of 90%, underscoring the need for empirical investigation. This study aimed to examine the influence of service experience and perceived value on patient satisfaction in the inpatient unit of Pelamonia Hospital. A quantitative cross-sectional observational design was employed, involving 237 respondents selected through purposive sampling, with data analyzed using univariate, bivariate, and multivariate logistic regression techniques in SPSS. The results revealed that service experience, particularly the mechanic clues dimension, significantly influenced patient satisfaction (p < .001), while perceived value, especially the emotional value dimension, also showed a significant positive effect on satisfaction (p < .001). In conclusion, both service experience and perceived value are key determinants of patient satisfaction in the inpatient setting, with the mechanic clues dimension emerging as the most influential predictor (β = 3.166, p < .001; OR = 23.711), highlighting the pivotal role of the hospital’s physical and environmental attributes in shaping patients’ satisfaction at Pelamonia Hospital.
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