ABSTRACT
Patient satisfaction is considered crucial for a high-quality healthcare system. Furthermore, efficient response to complaints from patients is an important contributor and is commonly used as an indicator for measuring the quality in health care. This study aimed at empirically examining a model of correlation between service quality and patient complaint handling with patient satisfaction in hospital setting. This study was a cross-sectional study using questionnaires and conducted in 278 patients from hospital A and 278 patients from hospital B. The quality of service was measured through patient satisfaction using validated questionnaires containing five domains: tangible, reliability, responsiveness, assurance, and empathy. The data was analyzed using Structural Equation Modeling (SEM) with implementation AMOS 21.0. The study showed that quality of service and patient complaint handling significantly affected patient satisfaction on both hospitals. The model showed the correlation of quality of service and patient complaint handling with patients satisfaction.
