Relationship of patient characteristics with patient satisfaction

Anggun Wulandari, Ester Mariana, Nyoman Anita Damayanti

Research output: Contribution to journalArticlepeer-review

1 Citation (Scopus)


Patient satisfaction becomes one of the indicators used as the initial imaging in providing good service to patients. The data of patient satisfaction assessment of PLK Unair in the last three year, overall approaching the achievement of the target set. However, there is a decreased performance from 2015 to 2016. The health care provider needs to understand the patient’s characteristics for decision-making regarding the services provided so that the patient can be satisfied. The objective of the study was to analyze the relationship between respondent characteristics (sex, age, education, and occupation) with patient satisfaction. The study was conducted at the Airlangga University Healthcare Center (PLK) in November 2017. The population of this study were all patients who visited PLK Unair. Sampling technique using accidental sampling for 100 respondents. The statistical test used by Chi-Square test. The results showed that the characteristics of the respondents are mostly women as many as 65%, young as many as 80%, high education as many as 96%, and unemployed as many as 72%. Of the 100 patients, less satisfied were 64%. The statistical test results between sex, age, education and occupation with patient satisfaction respectively were 0.055, 0,000, 0.260, and 0.006. The conclusion is no relationship between sex and education with patient satisfaction. There is a relationship between age and work status with patient satisfaction. The suggestion is to be expected by doing a periodic satisfaction assessment can be a benchmark of service success.

Original languageEnglish
Pages (from-to)497-500
Number of pages4
JournalIndian Journal of Public Health Research and Development
Issue number12
Publication statusPublished - 1 Dec 2018


  • Patient characteristics
  • Patient satisfaction


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