Nursing Service Quality Model Based on Nursing Performance and Patient Satisfaction Analysis in Gresik District Hospital

Abstract

Basic shift of competitive advantages in hospital is not only determined by profit oriented, but also value creation and added for customers. Nurses who frequently often contact to patients and most of their time serve patients, have an important role in caring for the patient. Patient satisfaction as quality indicator is the key success for competitiveness of service in hospital. The aim of this research was to develop nursing service quality model based on the behavioral performance of nursing, organizational and work behavior and patient satisfaction. This study used a cross-sectional study, with 14 inpatient rooms, and 176 nurses. Factors that affect research organizational factors (organizational culture and leadership), factors work (feedback and a variety of jobs), nurse characteristics (motivation, attitude, commitment and mental models), nursing practice, interpersonal communication, nurse and patient satisfaction. Results of the research that has been done, are: 1) nursing practice is influenced by factors of work and not be influenced by organizational factors; 2) interpersonal communication or nursing professionals are influenced by the nursing practice; 3) Professional care is affected by nurses' satisfaction; 4) Patient satisfaction is affected by nursing professionals. Based on the overall results, the model suggested are: 1. Providing the freedom of nurses working in nursing practice and improve their communication skills or professional nurses; 2. Provide more incentives and provide feedback, as well as various jobs or responsibilities; 3. The clan and market of culture should be maintained or increased; 4. The type of leadership "coaching" is more suitable than directing for the performance of a team of nurses.

Keywords: Nursing, Service Quality, Determinant Factors of Performance, Satisfaction