• Ni Putu Deni Adi
  • Yaslis  Ilyas


Background: Satisfactory and quality service will shape patient or customer loyalty, and satisfaction is closely related to "word of mouth". The next effect will be on the process of forming an image of an increasing hospital. This is due to very tight competition conditions. So each hospital will try to put itself as best as possible in the eyes of patients / customers to be trusted to meet their needs in the health sector. Usually health care satisfaction is the highest level of satisfaction above 85%. Research is needed on the determinants of patient satisfaction with hospital services as a reference for improving the quality of hospital services. 
Objectives: To determine the determinant of patient satisfaction with hospital services. 
Method: A systematic review through journal review regarding the determinants of patient satisfaction with hospital services. Search articles accessed from internet databases, namely: ProQuest for English language publications, overall from abroad, last 12 months, using a combination of search terms " Patient satisfaction, determinants, hospital ", article selection using screening. Qualitative thematic analysis is used for synthesis. 
Result:. The similar key findings from the 10 papers are empathy or interpersonal relations becomes a determinant that dominates the increase in patient satisfaction with hospital services. Empathy is a channel of efficient communication with patients and is also considered an important determinant of clinical outcomes. 
Conclusions: 10 studies included in this systematic review show  the similar key findings.  empathy or interpersonal relations becomes a determinant that dominates the increase in patient satisfaction with hospital services. As a recommendation for further research, it is necessary to search for the determinants of patient satisfaction with hospital services through several data bases to obtain more information about the determinants of patient satisfaction with hospitals.


Kuntoro W, Istiono W. Kepuasan Pasien Terhadap Kualitas Pelayanan di Tempat Pendaftaran Pasien Rawat Jalan Puskesmas Kretek Bantul Yogyakarta. Jurnal Kesehatan Vokasional 2018;2:140. doi:10.22146/jkesvo.30327.

- MNP, - DNKHB. an Empirical Study on Integration of Servqual and Kano Model for Measuring Service Quality of Hospitals in Ahmedabad. Indian Journal of Commerce & Management Studies 2017;VIII:77–95. doi:10.18843/ijcms/v8i3/10.

Kraska RA, Weigand M, Geraedts M. Associations between hospital characteristics and patient satisfaction in Germany. Health Expectations 2017;20:593–600. doi:10.1111/hex.12485.

Feuerwerker S, Rankin N, Wohler B, Gemino H, Risler Z. Improving Patient Satisfaction by Using Design Thinking: Patient Advocate Role in the Emergency Department. Cureus 2019;11:1–12. doi:10.7759/cureus.3872.

Handayani PW. Systematic Review dengan PRISMA ( Preferred Reporting Items for Systematic Reviews and Meta-analyses ). Workshoop Riset Sistem Informasi Fakultas Ilmu Komputer UI 2017:1–28. doi:10.1177/1750635210360083.

Siswanto. Systematic Review Sebagai Metode Penelitian Untuk Mensintesis Hasil-Hasil Penelitian (Sebuah Pengantar). Buletin Penelitian SistemKesehatan 2010;13:326–33.

Benwu KM, Gebremedhin HG. A prospective study on elective surgical inpatient satisfaction with perioperative anaesthesia service at Ayder comprehensive specialized hospital, Mekelle, Ethiopia. BMC Anesthesiology 2019;19:1–10. doi:10.1186/s12871-019-0696-8.

Gu D, Yang X, Li X, Jain HK, Liang C. Understanding the role of mobile internet-based health services on patient satisfaction and word-of-mouth. International Journal of Environmental Research and Public Health 2018;15. doi:10.3390/ijerph15091972.

Umeokonkwo CD, Aniebue PN, Onoka CA, Agu AP, Sufiyan MB, Ogbonnaya L. Patients’ satisfaction with HIV and AIDS care in Anambra State, Nigeria. PLoS ONE 2018;13:1–15. doi:10.1371/journal.pone.0206499.

Watanabe S, Yoshida T, Kono T, Taketa H, Shiotsu N, Shirai H, et al. Relationship of trainee dentists’ self-reported empathy and communication behaviors with simulated patients’ assessment in medical interviews. PLoS ONE 2018;13:1–14. doi:10.1371/journal.pone.0203970.

Eleni TT, Mekibib TK, Kaleab TT. Inpatient Care Satisfaction among Public and Private Health Sectors in Bahir Dar Town, Amhara Regional State, North West Ethiopia. International Journal of Caring Sciences 2018;11:1609–23.

Bainbridge E, Hallahan B, McGuinness D, Gunning P, Newell J, Higgins A, et al. Predictors of involuntary patients’ satisfaction with care: prospective study. BJPsych Open 2018;4:492–500. doi:10.1192/bjo.2018.65.

Zhu J, Li J, Zhang Z, Li H, Cai L. Exploring determinants of health provider choice and heterogeneity in preference among outpatients in Beijing: A labelled discrete choice experiment. BMJ Open 2019;9. doi:10.1136/bmjopen-2018-023363.

Tollit MA, Feldman D, McKie G, Telfer MM. Patient and Parent Experiences of Care at a Pediatric Gender Service. Transgender Health 2018;3:251–6. doi:10.1089/trgh.2018.0016.

Shulman BS, Crowe B, Hutzler L, Karia R, Bosco J. Scores in Orthopedic Patients 2018;76:216–21.