Effect of Service Experience and Perceived Value on Patients Satisfaction with Special Hospitals for Mom and Children

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Nurfitriani Nurfitriani
Irwandy Irwandy
Atjo Wahyu


Patient satisfaction must be achieved in order to survive in the competitive hospital industry which tends to continue to grow beyond existing needs. This study aims to determine whether there is an effect of Service Experience and Perceived Value on patient satisfaction in the Inpatient Installation of the Regional Special Hospital of South Sulawesi Province (RSKD IA Pertiwi and RSKD IA Siti Fatimah). This type of research is a quantitative study using an observational study with a cross-sectional study design. The sample in this study were patients in the inpatient installation of the IA Pertiwi Regional Special Hospital (RSKD) and RSKD IA Siti Fatimah, totaling 130 respondents. The results showed that service experience based on functional clues variables, mechanic clues variables, humanistic clues variables, and perceived value affected patient satisfaction. It is recommended to every officer, both management and all employees, to maintain the dimensions of a good service experience, try to meet expectations, wants, and needs according to hospital standards, especially in the functional clues and humanistic clues dimensions by increasing the sensitivity of nurses in handling/care that can help complaints patients, there needs to be an increase in strategies in building customer value so that patients feel the pride felt by patients when they are treated in the hospital.


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Nurfitriani, N., Irwandy, I., & Wahyu, A. . (2021). Effect of Service Experience and Perceived Value on Patients Satisfaction with Special Hospitals for Mom and Children. Journal of Asian Multicultural Research for Medical and Health Science Study, 2(1), 8-15. https://doi.org/10.47616/jamrmhss.v2i1.76


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