Correlation between perceived service quality and patient satisfaction with behavioral intention at a hospital in Surabaya


The patients’ behavioral intention to continue the visit and return to the hospital for further treatment affect the number of patient visits at Dr. Ramelan Marine Hospital. Several factors that influence the patients’ behavioral intention include service quality and patient satisfaction. This study aims to determine the correlation between perceived service quality and patient satisfaction with the inpatients’ behavioral intention. This study was classified as a quantitative correlational. The subject for this study was 100 inpatients in Ramelan Marine Hospital. The primary data were collected by utilizing questionnaires include the perceived service quality scale, patient satisfaction scale, and behavioral intention scale. Data were analyzed employing the regression method. This study results indicated that: 1) there was a correlation between perceived service quality and patient satisfaction with behavioral intention, the value of R2 = 0.386; 2) the perceived service quality had a significant correlation with behavioral intention (r=0.322, p<0.05); 3) patient satisfaction had a significant correlation with behavioral intention (r= 407, p<0,05). The conclusion of this study was the perceived service quality and patient satisfaction have a substantial correlation with behavioral intention. Hence, improvement in service quality and patient satisfaction needs to be conducted immediately. It is expected for further research to provide interventions in improving behavioral intention.


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