Healthcare Quality and Justice Quality: Its Effects on Patient Satisfaction in the National Health Insurance Era


The purpose of this article is to explain the model of healthcare quality which consists of interaction, physical environment, outcomes, and justice quality associated with patient satisfaction by considering the patient’s health condition before and after hospital treatment. The authors aim to examine the effect of healthcare quality (interaction, physical environment, outcome, and justice quality) on the patient satisfaction which is moderated by health conditions. Data were collected using a questionnaire with patients or patients’ families as respondents in three Regional Public Hospitals in East Java, Indonesia. The proposed research model consists of six constructs. They represent healthcare quality as follows: interaction quality (five variables); physical environment quality (four variables); outcome quality (three variables) and justice quality (six variables). There is also one construct that represents the patient’s health condition (two variables – health conditions before and after treatment). Finally, there is one construct that represents patient’s satisfaction (six variables). Testing the hypothesis model of this study used structural equation modeling (SEM) with the WarpPLS approach. The results of SEM analysis with the WarpPLS approach show that the goodness of fit statistics supported the model of healthcare quality-health conditions-patient’s satisfaction. The results of hypothesis testing found that quality of physical environment, quality of outcomes, quality of justice were proven as constructs that could predict patient’s satisfaction. Another important finding is the construct of health conditions proved to be a moderator on the effect of justice quality on patient’s satisfaction.



Keywords: healthcare, health condition, patient’s satisfaction, East Java, Indonesia

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