The Influence of Perceived Quality, Sacrifice and Value toward Customer Satisfaction at Inpatient Installation of Dr. Soetomo Hospital Surabaya, Indonesia

Introduction: One indicator to assess hospital quality service is customer satisfaction. Customers satisfaction in health services are valuable assets in health business. The aim of this study was to analyze the influence of perceived value, perceived quality and perceived sacrifice to customer satisfaction at Inpatient Installation of Dr. Soetomo Hospital Surabaya, Indonesia.

Method: A cross-sectional observational analytical research with random sampling method. This study was conducted at the Inpatient Instalation Dr. Soetomo Hospital. The sample size of this study was 353 patients determined using Sample Size Determination in Health Studies application. The eligible patients were explained about the study objectives. Approval from patient regarding the participation in the study was obtained by written informed consents. The research instrument used consisted of a valid and reliable closed questionnaire. This questionnaire is used to measure perceived quality, perceived sacrifice, perceived value, and customer satisfaction variables through questionnaire-guided interview. All data was analyzed with p<0.01 were considered significant.

Results: The perceived quality has a positive significant influence in customer satisfaction (p=0.0001), the perceived sacrifice did not affect customer satisfaction (p=0.691); and the Perceived value have a positive significant influence on customer satisfaction (p=0.000) (p<0.01).

Conclusion: The Perceived Quality and Perceived Value have an influence and affect Customer Satisfaction significantly in Inpatient Installation of Dr. Soetomo Hospital Surabaya, Indonesia. Further study is needed and can be done to provide empirical evidence about other factors that affect customer satisfaction.