Strategy For Improving The Quality of Hospital Services Through the Implementation of SNARS Accreditation at Pelamonia Level II Hospital
DOI:
https://doi.org/10.71435/742815Keywords:
SNARS Accreditation, Service Quality, Patient SatisfactionAbstract
This study aimed to analyze the effect of the implementation of the Indonesian National Hospital Accreditation Standards (SNARS) on service quality and patient satisfaction, as well as to examine the mediating role of service quality at Pelamonia Level II Hospital, Makassar. The study employed a quantitative approach with a cross-sectional design. A total of 57 respondents were selected using a total sampling technique. Data were analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) with the assistance of SmartPLS 4 software. The results showed that the implementation of SNARS accreditation had a positive and significant effect on service quality (β = 0.980; p < 0.001), but a positive and non-significant effect on patient satisfaction (β = 0.236; p = 0.404). Service quality had a positive and significant effect on patient satisfaction (β = 0.735; p = 0.007) and was proven to mediate the relationship between the implementation of SNARS accreditation and patient satisfaction. It can be concluded that improvements in patient satisfaction can be achieved through strengthening the implementation of SNARS accreditation with a focus on enhancing service quality. Hospitals are therefore recommended to sustain the continuous implementation of accreditation standards to improve service quality and patient satisfaction.
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