Analysis of Community Satisfaction Index on Health Service Quality: CFA and Gap Analysis
Dublin Core
Title
Analysis of Community Satisfaction Index on Health Service Quality: CFA and Gap Analysis
Subject
confirmatory factor analysis, community satisfaction index, expectations, performance, quality of service
Description
The Community Satisfaction Index is the focus of attention because it is a reference in evaluating health
service policies on the quality of hospital services. Service quality is a determinant factor of patient safety to reduce
the incidence of mortality in hospitals. Crossectional is the research design used. The study was conducted from
April to June 2023, the population is all patients in the hospital in 2023, and Simple random side as a sampling
technique of 136 research subjects. The research variables are performance, expectations, and the Community
Satisfaction Index which consists of nine elements, namely requirements; systems, mechanisms, and procedures;
turnaround time; cost; product specification type of service; competence of the executor; executor behavior;
handling of complaints, suggestions, and inputs. Data collection using questionnaires that have previously been
tested for confirmatory factor analysis. Test questionnaires and analyze research results with gap analysis using
Wilcoxon in the STATA program. The test results of confirmatory factor analysis showed that RMSEA values =
0.04, CFI = 0.99, χ2 / df = 1.05, and TLI = 0.99 showed that the model met goodness-of-fit. The gap analysis shows
that in the 9 elements of the Community Satisfaction Index, 2 elements are not different, namely the competence
of the implementer (z = -1.570, p = 0.116) and the behavior of the implementer (z = -1.414, p = 0.157). It is hoped that the results of the research can be used as material for the evaluation of hospital policies.
service policies on the quality of hospital services. Service quality is a determinant factor of patient safety to reduce
the incidence of mortality in hospitals. Crossectional is the research design used. The study was conducted from
April to June 2023, the population is all patients in the hospital in 2023, and Simple random side as a sampling
technique of 136 research subjects. The research variables are performance, expectations, and the Community
Satisfaction Index which consists of nine elements, namely requirements; systems, mechanisms, and procedures;
turnaround time; cost; product specification type of service; competence of the executor; executor behavior;
handling of complaints, suggestions, and inputs. Data collection using questionnaires that have previously been
tested for confirmatory factor analysis. Test questionnaires and analyze research results with gap analysis using
Wilcoxon in the STATA program. The test results of confirmatory factor analysis showed that RMSEA values =
0.04, CFI = 0.99, χ2 / df = 1.05, and TLI = 0.99 showed that the model met goodness-of-fit. The gap analysis shows
that in the 9 elements of the Community Satisfaction Index, 2 elements are not different, namely the competence
of the implementer (z = -1.570, p = 0.116) and the behavior of the implementer (z = -1.414, p = 0.157). It is hoped that the results of the research can be used as material for the evaluation of hospital policies.
Creator
Lina Alfiyani, Noor Alis Setiyadi, Asmirati Yakob, Didik Mulyono, Rohmat, Mohammad Fathur Rizqi
Source
https://drive.google.com/drive/folders/1X7Jr5lhW-8oJymmxflCuPOaoZXtW7YOR
Publisher
Universitas Muhammadiyah Surakarta
Date
2023
Contributor
Sri Wahyuni
Rights
p-ISSN: 1979-2697
e-ISSN: 2721-1797
e-ISSN: 2721-1797
Format
PDF
Language
English
Type
Text
Files
Collection
Citation
Lina Alfiyani, Noor Alis Setiyadi, Asmirati Yakob, Didik Mulyono, Rohmat, Mohammad Fathur Rizqi, “Analysis of Community Satisfaction Index on Health Service Quality: CFA and Gap Analysis,” Repository Horizon University Indonesia, accessed February 11, 2026, https://repository.horizon.ac.id/items/show/10683.