Factors Affecting Inpatient Satisfaction in Hospitals: A Literature Review

Patient satisfaction is one of the indicators that must be considered in healthcare services. The level of patient satisfaction can reflect the quality of service, which impacts healthcare services in increasing the number of patient visits. This study aims to review articles or journals resulting from research on factors influencing inpatient satisfaction in hospitals. The method used in this study is a literature review sourced from the Google Scholar and PubMed databases for the period 2020-2025. The selection of literature was carried out based on inclusion and exclusion criteria determined by the researchers. This review stage includes identifying research problems, searching for literature, presenting data, and evaluating data. Based on the collected journals, it was found that the patient characteristics influencing patient satisfaction are age, education, occupation, education, gender, and distance of residence. The dimensions of service quality according to the SERVQUAL theory, namely tangible, reliability, responsiveness, assurance, and empathy, significantly influence patient satisfaction. Factors influencing patient satisfaction in service provision include the performance of doctors and nurses, hospital facilities and environment, and service costs. One of the efforts to evaluate and improve the quality of hospital services, especially for inpatients, is by considering the combination of patient characteristics, institutional structure, and the quality of service dimensions through the SERVQUAL method. Therefore, service improvement strategies must be designed holistically and based on the real needs of patients.