THE INFLUENCE OF SERVICE QUALITY ON SATISFACTION AND ADHERENCE OF MEDICAL REHABILITATION PATIENTS

Rika Yohana Manurung; Chrismis Novalinda Ginting; Linda Chiuman

doi:10.30602/jvk.v11i2.1882

THE INFLUENCE OF SERVICE QUALITY ON SATISFACTION AND ADHERENCE OF MEDICAL REHABILITATION PATIENTS

Rika Yohana Manurung, Chrismis Novalinda Ginting, Linda Chiuman

Abstract

As a health service that aims to restore body function and minimize disability, medical rehabilitation depends on patient adherence to achieve a favorable outcome. This study aims to determine the effect of medical rehabilitation service quality on patient satisfaction and adherence. This study was an analytic study with a cross-sectional design conducted at the medical rehabilitation clinic of Royal Prima Medan Hospital (RPMH). The study was conducted with 186 outpatients of the medical rehabilitation clinic who had undergone therapy at least three times and did not have mental disabilities. Data were collected using the SERVQUAL questionnaire, PTP-SQ (Physical Therapy Patient Satisfaction Questionnaire), and the 8-item General Rehabilitation Adherence Scale. This study found that the majority of medical rehabilitation clinics in RPMH were female (53.76%), aged 51-60 years (34.95%), and experienced complaints for less than one year (51.08%). All participants perceived good quality in all aspects of service, were satisfied with the services received, and adhered to the planned therapy program. Based on the findings in this study, it can be concluded that service quality influences patient satisfaction and adherence to the medical rehabilitation plan, with responsiveness as the most influential factor on satisfaction (p<0.001; OR: 10.035) and assurance as the most influential factor on patient adherence (p<0.001; OR: 7.225). A satisfactory assurance also influenced satisfaction and, subsequently, patient adherence to the treatment plan (p<0.005; OR: 2.230).

Keywords

Service quality; satisfaction; adherence; medical rehabilitation

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References

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DOI: https://doi.org/10.30602/jvk.v11i2.1882