{"id":"https://openalex.org/W7225389347","doi":"https://doi.org/10.59784/glosains.v7i5.982","title":"Patient Satisfaction in Outpatient Services: A Qualitative Case Study at Sari Asih Sangiang Hospital, Indonesia","display_name":"Patient Satisfaction in Outpatient Services: A Qualitative Case Study at Sari Asih Sangiang Hospital, Indonesia","publication_year":2026,"publication_date":"2026-11-06","ids":{"openalex":"https://openalex.org/W7225389347","doi":"https://doi.org/10.59784/glosains.v7i5.982"},"language":"en","primary_location":{"id":"doi:10.59784/glosains.v7i5.982","doi":"https://doi.org/10.59784/glosains.v7i5.982","is_oa":true,"landing_page_url":"https://doi.org/10.59784/glosains.v7i5.982","pdf_url":null,"source":{"id":"https://openalex.org/S4386621815","display_name":"Glosains Jurnal Sains Global Indonesia","issn_l":"2798-4125","issn":["2798-4125","2798-4311"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4391012627","host_organization_name":"Sekolah Tinggi Agama Islam Kuningan","host_organization_lineage":["https://openalex.org/I4391012627"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Glosains: Jurnal Sains Global Indonesia","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://doi.org/10.59784/glosains.v7i5.982","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5161090310","display_name":"Siti Nur Rokhmah Firda Fauziyah","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I102669525","display_name":"Pelita Harapan University","ror":"https://ror.org/02qhjtc16","country_code":"ID","type":"education","lineage":["https://openalex.org/I102669525"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Siti Nur Rokhmah Firda Fauziyah","raw_affiliation_strings":["Universitas Pelita Harapan, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Pelita Harapan, Indonesia","institution_ids":["https://openalex.org/I102669525"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5161132530","display_name":"Fauzan Mahfuzh Mashudi","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I102669525","display_name":"Pelita Harapan University","ror":"https://ror.org/02qhjtc16","country_code":"ID","type":"education","lineage":["https://openalex.org/I102669525"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Fauzan Mahfuzh Mashudi","raw_affiliation_strings":["Universitas Pelita Harapan, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Pelita Harapan, Indonesia","institution_ids":["https://openalex.org/I102669525"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5025957280","display_name":"Leroy Samy Uguy","orcid":"https://orcid.org/0009-0009-9039-5731","observed_orcids":["https://orcid.org/0009-0009-9039-5731"]},"institutions":[{"id":"https://openalex.org/I102669525","display_name":"Pelita Harapan University","ror":"https://ror.org/02qhjtc16","country_code":"ID","type":"education","lineage":["https://openalex.org/I102669525"]}],"countries":["ID"],"is_corresponding":false,"raw_author_name":"Leroy Samy Uguy","raw_affiliation_strings":["Universitas Pelita Harapan, Indonesia"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Universitas Pelita Harapan, Indonesia","institution_ids":["https://openalex.org/I102669525"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I102669525"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"7","issue":"5","first_page":"3624","last_page":"3638"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.8047000169754028,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},"topics":[{"id":"https://openalex.org/T11722","display_name":"Patient Satisfaction in Healthcare","score":0.8047000169754028,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T14358","display_name":"Healthcare Quality and Satisfaction","score":0.1940000057220459,"subfield":{"id":"https://openalex.org/subfields/3600","display_name":"General Health Professions"},"field":{"id":"https://openalex.org/fields/36","display_name":"Health Professions"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}},{"id":"https://openalex.org/T12871","display_name":"Healthcare Quality and Management","score":0.0007999999797903001,"subfield":{"id":"https://openalex.org/subfields/2739","display_name":"Public Health, Environmental and Occupational Health"},"field":{"id":"https://openalex.org/fields/27","display_name":"Medicine"},"domain":{"id":"https://openalex.org/domains/4","display_name":"Health Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/patient-satisfaction","display_name":"patient satisfaction","score":1.0},{"id":"https://openalex.org/keywords/outpatient-care","display_name":"outpatient care","score":0.9980000257492065},{"id":"https://openalex.org/keywords/private-hospitals","display_name":"private hospitals","score":0.9290000200271606},{"id":"https://openalex.org/keywords/hospital-waiting-times","display_name":"hospital waiting times","score":0.6679999828338623},{"id":"https://openalex.org/keywords/waiting-rooms","display_name":"waiting rooms","score":0.6909999847412109},{"id":"https://openalex.org/keywords/hospital-cleanliness","display_name":"hospital cleanliness","score":0.7099999785423279},{"id":"https://openalex.org/keywords/physician-patient-relationship","display_name":"physician-patient relationship","score":0.7829999923706055},{"id":"https://openalex.org/keywords/healthcare-communication","display_name":"healthcare communication","score":0.8640000224113464},{"id":"https://openalex.org/keywords/administrative-services","display_name":"administrative services","score":0.6079999804496765},{"id":"https://openalex.org/keywords/hospital-physical-environment","display_name":"hospital physical environment","score":0.6890000104904175},{"id":"https://openalex.org/keywords/operational-efficiency","display_name":"operational efficiency","score":0.7080000042915344},{"id":"https://openalex.org/keywords/relational-care","display_name":"relational care","score":0.7699999809265137},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.7620000243186951},{"id":"https://openalex.org/keywords/conceptual-model","display_name":"conceptual model","score":0.5239999890327454},{"id":"https://openalex.org/keywords/indonesian-hospitals","display_name":"Indonesian hospitals","score":0.5540000200271606}],"concepts":[{"id":"https://openalex.org/C2775944032","wikidata":"https://www.wikidata.org/wiki/Q22907659","display_name":"Patient satisfaction","level":2,"score":0.6811000108718872},{"id":"https://openalex.org/C190248442","wikidata":"https://www.wikidata.org/wiki/Q839486","display_name":"Qualitative research","level":2,"score":0.6176999807357788},{"id":"https://openalex.org/C159110408","wikidata":"https://www.wikidata.org/wiki/Q121176","display_name":"Nursing","level":1,"score":0.517799973487854},{"id":"https://openalex.org/C164850336","wikidata":"https://www.wikidata.org/wiki/Q3685487","display_name":"Interpersonal communication","level":2,"score":0.5054000020027161},{"id":"https://openalex.org/C199521495","wikidata":"https://www.wikidata.org/wiki/Q181487","display_name":"Audit","level":2,"score":0.48840001225471497},{"id":"https://openalex.org/C3020110884","wikidata":"https://www.wikidata.org/wiki/Q695416","display_name":"Outpatient clinic","level":2,"score":0.4666999876499176},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.46540001034736633},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.43380001187324524},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.39079999923706055},{"id":"https://openalex.org/C160735492","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health care","level":2,"score":0.3828999996185303},{"id":"https://openalex.org/C13200473","wikidata":"https://www.wikidata.org/wiki/Q2747831","display_name":"Reflexivity","level":2,"score":0.37869998812675476},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.37369999289512634},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.3555000126361847},{"id":"https://openalex.org/C2780801425","wikidata":"https://www.wikidata.org/wiki/Q5164392","display_name":"Construct (python library)","level":2,"score":0.34869998693466187},{"id":"https://openalex.org/C2777896191","wikidata":"https://www.wikidata.org/wiki/Q22907655","display_name":"Patient experience","level":3,"score":0.34299999475479126},{"id":"https://openalex.org/C194943564","wikidata":"https://www.wikidata.org/wiki/Q1129049","display_name":"Participant observation","level":2,"score":0.33059999346733093},{"id":"https://openalex.org/C91034043","wikidata":"https://www.wikidata.org/wiki/Q223642","display_name":"Interpersonal relationship","level":2,"score":0.3305000066757202},{"id":"https://openalex.org/C2779318504","wikidata":"https://www.wikidata.org/wiki/Q1438035","display_name":"Research design","level":2,"score":0.3174999952316284},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.31610000133514404},{"id":"https://openalex.org/C56995899","wikidata":"https://www.wikidata.org/wiki/Q1126687","display_name":"Focus group","level":2,"score":0.3025999963283539},{"id":"https://openalex.org/C124306116","wikidata":"https://www.wikidata.org/wiki/Q2512965","display_name":"Ambulatory care","level":3,"score":0.29840001463890076},{"id":"https://openalex.org/C9652623","wikidata":"https://www.wikidata.org/wiki/Q190109","display_name":"Field (mathematics)","level":2,"score":0.2896000146865845},{"id":"https://openalex.org/C13606891","wikidata":"https://www.wikidata.org/wiki/Q2623243","display_name":"Conceptual model","level":2,"score":0.2879999876022339},{"id":"https://openalex.org/C87156501","wikidata":"https://www.wikidata.org/wiki/Q7268708","display_name":"Qualitative property","level":2,"score":0.28760001063346863},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.2865999937057495},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.2847999930381775},{"id":"https://openalex.org/C129454956","wikidata":"https://www.wikidata.org/wiki/Q1402508","display_name":"Field research","level":2,"score":0.2775000035762787},{"id":"https://openalex.org/C14224292","wikidata":"https://www.wikidata.org/wiki/Q13600188","display_name":"Conceptual framework","level":2,"score":0.2766000032424927},{"id":"https://openalex.org/C2986740045","wikidata":"https://www.wikidata.org/wiki/Q31207","display_name":"Health services","level":3,"score":0.27399998903274536},{"id":"https://openalex.org/C80245801","wikidata":"https://www.wikidata.org/wiki/Q1477475","display_name":"Semi-structured interview","level":3,"score":0.26350000500679016}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.59784/glosains.v7i5.982","doi":"https://doi.org/10.59784/glosains.v7i5.982","is_oa":true,"landing_page_url":"https://doi.org/10.59784/glosains.v7i5.982","pdf_url":null,"source":{"id":"https://openalex.org/S4386621815","display_name":"Glosains Jurnal Sains Global Indonesia","issn_l":"2798-4125","issn":["2798-4125","2798-4311"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4391012627","host_organization_name":"Sekolah Tinggi Agama Islam Kuningan","host_organization_lineage":["https://openalex.org/I4391012627"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Glosains: Jurnal Sains Global Indonesia","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.59784/glosains.v7i5.982","doi":"https://doi.org/10.59784/glosains.v7i5.982","is_oa":true,"landing_page_url":"https://doi.org/10.59784/glosains.v7i5.982","pdf_url":null,"source":{"id":"https://openalex.org/S4386621815","display_name":"Glosains Jurnal Sains Global Indonesia","issn_l":"2798-4125","issn":["2798-4125","2798-4311"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4391012627","host_organization_name":"Sekolah Tinggi Agama Islam Kuningan","host_organization_lineage":["https://openalex.org/I4391012627"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Glosains: Jurnal Sains Global Indonesia","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.8560000061988831,"id":"https://metadata.un.org/sdg/3","display_name":"Good health and well-being"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":false,"pdf":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W4403773263","https://openalex.org/W4360985044","https://openalex.org/W7171807734","https://openalex.org/W7109527816","https://openalex.org/W7133707767","https://openalex.org/W4321855172","https://openalex.org/W3168117126","https://openalex.org/W4205665083","https://openalex.org/W7219649162","https://openalex.org/W4417476252"],"abstract_inverted_index":{"Background:":[0],"Patient":[1],"satisfaction":[2,50,114,152,165],"is":[3,166],"a":[4,57,167],"key":[5],"indicator":[6],"of":[7,112,174],"healthcare":[8,201],"quality,":[9],"particularly":[10],"in":[11,192],"outpatient":[12,47,84,160],"services":[13],"where":[14],"administrative":[15,117],"processes,":[16],"waiting":[17,120,123,197],"conditions,":[18],"physical":[19,143],"environments,":[20,198],"and":[21,55,92,105,129,145,177,188,200],"interpersonal":[22],"interactions":[23],"collectively":[24],"shape":[25],"patients\u2019":[26],"experiences.":[27],"However,":[28],"qualitative":[29,64],"evidence":[30],"explaining":[31],"how":[32,46],"these":[33],"dimensions":[34,111,134],"interact":[35],"within":[36],"Indonesian":[37],"private":[38],"hospitals":[39],"remains":[40],"limited.":[41],"Objective:":[42],"This":[43],"study":[44,66],"explored":[45],"patients":[48],"construct":[49],"through":[51,155],"their":[52],"service":[53,161],"experiences":[54,157],"developed":[56],"context-specific":[58,182],"conceptual":[59],"model.":[60],"Methods:":[61],"An":[62],"interpretivist":[63],"single-case":[65],"was":[67],"conducted":[68,79],"at":[69],"Sari":[70],"Asih":[71],"Sangiang":[72],"Hospital,":[73],"Tangerang,":[74],"Indonesia.":[75],"Semi-structured":[76],"interviews":[77],"were":[78,87,135],"with":[80],"nine":[81],"purposively":[82],"selected":[83],"informants.":[85],"Data":[86],"analyzed":[88],"thematically":[89],"using":[90],"first-cycle":[91],"pattern":[93],"coding,":[94],"supported":[95],"by":[96,171],"triangulation,":[97],"thick":[98],"description,":[99],"an":[100],"audit":[101],"trail,":[102],"participant":[103],"quotations,":[104],"reflexive":[106],"field":[107],"notes.":[108],"Results:":[109],"Six":[110],"patient":[113],"emerged:":[115],"uncomplicated":[116],"services,":[118],"comfortable":[119],"areas,":[121],"short":[122],"times,":[124],"effective":[125],"communication,":[126],"hospital":[127],"cleanliness,":[128,199],"strong":[130],"patient\u2013doctor":[131],"relationships.":[132],"These":[133],"integrated":[136,190],"into":[137],"three":[138],"higher-order":[139],"domains:":[140],"operational":[141],"efficiency,":[142],"environment,":[144],"relational":[146,178],"care.":[147],"The":[148,180],"findings":[149],"indicate":[150],"that":[151],"develops":[153],"cumulatively":[154],"interconnected":[156],"across":[158],"the":[159,172],"journey.":[162],"Conclusion:":[163],"Outpatient":[164],"multidimensional":[168],"experience":[169],"shaped":[170],"interaction":[173],"operational,":[175],"environmental,":[176],"factors.":[179],"proposed":[181],"model":[183],"extends":[184],"conventional":[185],"service-quality":[186],"perspectives":[187],"supports":[189],"improvements":[191],"digital":[193],"registration,":[194],"queue":[195],"management,":[196],"communication.":[202]},"counts_by_year":[],"updated_date":"2026-11-08T12:12:28.789561","created_date":"2026-11-07T00:00:00"}
