Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB): A new public healthcare patient satisfaction index

Abstract

Purpose

The purpose of this paper is to develop and test a new public healthcare patient satisfaction index (PSI) in Indonesia. More clearly, the index measures overall patient satisfaction and its determinants.

Design/methodology/approach

Literature review was performed to identify the determinants of patient satisfaction. Data collection was carried out by using survey with questionnaire. The survey involves 161 patients of one public healthcare service institution in Tangerang, Indonesia. The authors conducted some statistical analyses, namely exploratory factor analysis, Cronbach α analysis, and multiple regression analysis.

Findings

A new public healthcare PSI was developed and tested. The index consists of overall patient satisfaction and its determinants. The determinants include the quality of healthcare delivery, the quality of healthcare personnel, the adequacy of healthcare resources, the quality of administration process, perceived value, perceived sacrifice, and image. Furthermore, the new index was called as IPHSI-PSB.

Research limitations/implications

This research was carried out only in Tangerang, Indonesia and only involved one public healthcare service. Hence, the index needs to be tested in different cities in Indonesia. Furthermore, it is also needed to involve more public healthcare service institutions in future researches.

Practical implications

Public healthcare service managers can use IPHSI-PSB to monitor, measure, and improve the patient satisfaction of the public healthcare service institution they manage.

Originality/value

This paper has developed and tested a new public healthcare patient satisfaction index.

Citation

Sumaedi, S., Yuda Bakti, I.G.M., Rakhmawati, T., Astrini, N.J., Widianti, T. and Yarmen, M. (2016), "Indonesian public healthcare service institution’s patient satisfaction barometer (IPHSI-PSB): A new public healthcare patient satisfaction index", International Journal of Productivity and Performance Management, Vol. 65 No. 1, pp. 25-41. https://doi.org/10.1108/IJPPM-07-2014-0112