Mapping survey of community satisfaction at an academic hospital in Surabaya

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11 Citations (Scopus)


Introduction: The purpose of this study was to analyze the satisfaction of employees and the public in 49 Fields of Installation in general hospitals in academic hospitals in 2018. Methods: The population is 150,148 respondents. The samples are 1160. The sample size was determined using the Slovin sample formula with α (degree of error) 2.5%. The sampling technique was using proportional stratified random sampling. Distribution of the sample is carried out based on the proportion of the number of customers per work unit and condition of the work unit, provided that one work unit is assessed at least four people. Results: the values of service aspects priority satisfaction shows requirements (5,82), procedure (5,58), service time (4,27), Fees or Rates (5,95), product specifications type of service (6,11), implementing competencies (4,81), implementing behavior (5,42), handling of complaints, suggestions, and inputs (7,38), infrastructure (5,17), and Quality Assurance and Patient Safety (4,43). Conclusion: The present study showed that aspects' need to improve are the speed of service delivery and increasing the soft skills of health workers to be more responsive, patient, and friendly to patients.

Original languageEnglish
Pages (from-to)119-122
Number of pages4
JournalMalaysian Journal of Medicine and Health Sciences
Publication statusPublished - Apr 2021


  • Academic hospital
  • Communication
  • Community
  • Patient satisfaction


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