Relationship between Customer Perceived Value and Patient Satisfaction at KRIS RSUP Dr. Tadjuddin Chalid Makassar in 2024

Abstract

Introduction: The strategy of prioritizing patient satisfaction by paying attention to customer perceived value (CPV) is the right choice for hospitals to provide quality and sustainable services, especially with the emergence of various innovations in the health system. The phenomenon of decreasing patient satisfaction scores and not achieving satisfaction standards according to the SPM in the Inpatient Installation of RSUP Dr. Tadjuddin Chalid Makassar occurred in line with the implementation of the Standard Inpatient Class (KRIS) policy in order to fulfill the equity principle. Objective: This research aims to determine whether there is a relationship between CPV and patient satisfaction in the standard inpatient class at RSUP Dr. Tadjuddin Chalid Makassar. Method: This type of research is quantitative research with an observational analytical approach using a cross sectional study design. The number of samples in this study was 208 inpatients taken using the Accidental Sampling technique. Data analysis in this research used univariate analysis and bivariate analysis with the Mann-Whitney test. Result: The research results show that there is a relationship between installation (0.000), professionalism (0.000), quality (0.000), emotional value (0.000), social value (0.000), and perceived value/CPV (0.000) with patient satisfaction. Conclusion: In this research, the fact was obtained that each dimension of installation, professionalism, quality, emotional value, social value and CPV collectively is related to patient satisfaction in the standard inpatient class at RSUP Dr. Tadjuddin Chalid Makassar.