Logistic Regression Analysis with Bootstrap on Determining Factors Affecting Patient Satisfaction Level on Health Services

摘要

This study aims to determine the factors that affect patient satisfaction level to the service of a private hospital outpatient unit in Padang, Indonesia. In this case, the level of patient satisfaction is the response variable with an ordinal scale consisting of four categories, they are dissatisfied, quite satisfied, satisfied, or very satisfied. On the other hand, the predictor variables consist of 3 socio-demographic factor variables, namely gender, education level, and type of insurance that use, and also 5 service quality (SERVQUAL) variables. To determine the predictor variables that are considered affecting response variables, an ordinal logistic regression with a bootstrap estimate of standard error is performed. The result of this research shows two predictor variables that affect the response variable signs, namely responsiveness and assurance with hit ratio 78.52%. Thus, it can be concluded that the model formed is feasible to determine patient satisfaction level of the hospital's services outpatient unit.